Systems Administrator Queue
Chickasaw Nation Industries

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Please note that CNI is closely monitoring Executive Orders and will be following any final decisions or mandatesregarding the COVID-19 Vaccination as a federal contract provider.

SUMMARY

The Queue Manager, as part of the Computer Refresh Team, performs activities associated with the management of ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Essential duties and responsibilities include the following. Other duties may be assigned.

Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge/quality of work, supporting financial goals of the company, initiative/motivation, cooperation/relationships, problem analysis/discretion, accomplishing goals through organization, positive oral/written communication skills, leadership abilities, commitment to Affirmative Action, reliability/dependability, flexibility and ownership/accountability of actions taken.

Monitors queues and assigns tickets to appropriate resources for troubleshooting and ticket resolution.

Monitors queues to ensure SLAs are maintained.

Assigns the tickets which are out of scope to Service Desk/other teams

Performs aging analysis and audits.

Ensures associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved.

Ensures proper assignment of tickets as well as facilitation of resource allocation based on work load.

Coordinates tickets that cross organizational boundaries to ensure customer satisfaction.

Prepares daily reports on Incidents/Change/Problem tickets and SLA status.

Prepares summary report on all major incidents occurring during shift.

Coordinates resources with teams across disciplines to ensure SLA targets are met.

Coordinates resolution for high priority tickets.

Responsible for aiding in own self-development by being available and receptive to all training made available by the company.

Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize personal output.

Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and co-workers. Will report any unsafe conditions and/or practices to the appropriate supervisor and human resources. Will immediately correct any unsafe conditions as the best of own ability.

Promotes and encourages a culture of compliance with all applicable rules (federal, state, local, Federal Acquisition Regulations, Code of Federal Regulations, Prime Contract requirements, etc.) for themselves and the company as a whole.Fosters an environment in which they will reportanyviolations or reasonably suspected violation of CNI policy, FAR, and/or CFR and are comfortable discussing the myriad compliance, conflict, FAR, CFR, etc. issues that arise during the performance of a government contract.

EDUCATION/EXPERIENCE

High school diploma or general education degree (GED) and a minimum of two (2) years' relevant experience and/or training in systems administration or customer service and analysis with Service Now, or equivalent combination of education/experience. Experience working in a customer service role. Experience working with SLAs. Experience with supporting high priority tickets. Experience with ITSM tools such as ServiceNow or equivalent. Experience with desktop environment, local area networks, telephony, voice, mobile phones and apps, and/or video. Experience with Microsoft Office 365, Visio, Adobe Acrobat.

CERTIFICATES, LICENSES, REGRISTRATION

* Must be able to obtain a customer clearance for access to facilities, equipment, and property. *

JOB SPECIFIC KNOWLEDGE / SKILLS / ABILITIES

Strong time management and communication skills.

Ability to adapt and prioritize work independently in a dynamic environment.

Strong interpersonal and presentation skills.

Basic knowledge and understanding of computer queue operations and customer call center environment.

Ability to comprehend and monitor service ticket requests in a timely and efficient manner.

Ability to learn and apply new knowledge in a fast-paced environment.

Detail-oriented with ability to manage multiple projects and priorities.

Excellent analytical skills with ability to troubleshoot and appropriately escalate ticket requests for technical service assistance.

Excellent verbal and written communications skills with fluency in the English language (other languages welcome).

Exceptional customer service and interpersonal skills with ability to use tact in handling difficult individuals and/or situations.

Superior monitoring and dispatching skills with ability to properly and successfully forward customer requests.

Ability to effectively work both independently and in a team environment.

Ability to be reliable and punctual.

LANGUAGE SKILLS

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to accurately log incident tickets in Remedy ITSM software. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Work is primarily performed in an office environment. Regularly required to sit. Regularly required use hands to finger, handle, or feel, reach with hands and arms to handle objects and operate tools, computer, and/or controls. Required to speak and hear. Occasionally required to stand, walk and stoop, kneel, crouch, or crawl. Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus. Exposed to general office noise with computers printers and light traffic.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

#INDCNI

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!