Security Clearance required:
Cognosante is on a mission to transform our country’s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today!
Cognosante is looking for a Full Time ECSD Team Coordinator to work on the Service Desk which is the first line of support for our customers. The Full Time ECSD Team Coordinator will serve as the primary coordinator of breaks for the Service Desk Analysts in consideration of both call volume and staffing levels. Also, the ECSD Team Coordinator will oversee the ticket workload within the Service Management ticketing tool. Some tickets will be triaged immediately while others will be distributed among the ECSD Analysts for processing. The ECSD Team Coordinator will also perform various quality checks, trending, and reporting on incident/request data and/or call data. Lastly, this position will also be a backup Analyst as needed based on call volume requirements.
Proactively manage breaks during the business day in consideration of staffing levels and call volume
Actively monitoring ECSD Samanage queues: Quick triage when appropriate, assigning equally to ECSD agents, ensuring that open tickets are being worked daily, supporting response rate requirements
Primary for managing eHx active workload
Daily checks to compare Department with Category (will assist in accuracy of project-based categorization)
Daily checks to avoid improper Category such as System Default
Daily checks to confirm Solutions are attached to each ticket and research tickets with “No Solution” Solution attached
Daily report to leadership on agent ticket issues for coaching/accountability (State, appropriate requester, Category errors, Public Comments, etc.)
Ticket audit spot checks (could focus on new hires, improvement opportunities, etc. as needed)
Week to week trending of call volume per skill/project
Maintain master incident trending file
Recommend schedule adjustments
AA or 2-year technical school (Computer Science, Electronics Engineering or other engineering or technical discipline is required)
4 years of additional relevant experience may be substituted for education
Experience in explaining highly technical data and information in simplistic grade school language for end users of complex IT systems and projects
Ability to use a variety of word processing, spreadsheet, graphics and scheduling tools, and able to gather and convert data into a written narrative
Candidates that do not meet the required qualifications will not be considered.
Additional Minimum Qualifications
Ability to make fast, sound business decisions based on call volume and staffing
Strong organizational skills
Ability to track multiple priorities throughout the business day
HDI or ITIL certification
Excellent written and communication skills
Experience creating support documentation
Previous experience working as a Lead in a Service Desk Environment
We’re solving Americans’ health and safety challenges with technology, innovation, and purpose.
At Cognosante, we help improve how the nation delivers services to its citizens through innovation and transformation. We’re committed to creating positive results with lasting impact, and are always looking for passionate people who share our values to join the Cognosante family.
Cognosante was founded to address a critical gap in the health IT market—the need for a smart, nimble company, unencumbered by legacy systems and unafraid to challenge accepted wisdom. We have been able to extend out impact beyond health and into security and social services. Our continued success is the result of our expertise and insights, combined with our actively fostering a culture that encourages diversity of people and ideas.
Every day, we help government agencies solve difficult problems. We’re ensuring health professionals have accurate, secure, and timely health data so Americans get the healthcare they need. We help Federal and State agencies navigate healthcare reform and empower their technology transformations. We’re addressing the social determinants of health to remove barriers to healthcare access. And, we’re proud to help our military do its job more safely by leveraging stronger IT networks and using cybersecurity and biometrics technologies that replace outdated legacy solutions. We’re also helping create more options for Veterans, active duty military personnel, and their families to obtain health services in their communities.
Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS. We create value by being enterprising. We develop innovative ideas and solutions. We perform at our best and deliver results. We share achieved results and recognitions.
Are you ready to make a difference in the lives of millions? Join us.
Highlighted Benefits for Full-time Employees
•Medical • Dental • Vision • 401k • Flexible Spending Accounts • Paid Time Off • Work/Life Solutions • Pet Insurance
Cognosante is an equal opportunity employer (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) . We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email email@example.com . Cognosante is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to firstname.lastname@example.org and let us know the nature of your request and your contact information.
T o all recruitment agencies: Cognosante does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our requisitions, any Cognosante email address, any Cognosante employee, or to any company location. Cognosante is not responsible for any fees related to unsolicited resumes.
COVID-19 isn’t stopping our hiring process nor our business as (semi) usual. We’re still reaching candidates, virtually and we’re still working, remotely! Are you a self-starter who likes to work from home and is interested in this position? Apply today!
Quick tips on virtual hiring success:
Test your tech —make sure your internet connection and video conferencing program are both working prior to your interview.
Dress appropriately —dress for success and ensure your surroundings are tidy.
Be prepared —do your homework, rehearse your responses to key interview questions, and prepare your own questions.
Be personable —make eye-contact, smile often, and demonstrate enthusiasm for the role.
Remove distractions —engage with the interviewer by removing all distractions, including your smartphone.
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