Ph3Overview /h3 pThe Defense Group of Leidos has an exciting opportunity for an Enterprise Service Desk Specialist to support efforts for the Naval Enterprise Network (NEN) OCONUS portion of the NGEN‑R Service Management, Integration, and Transport (SMIT) contract located in Naples, Italy. /p h3More About the Role /h3 pNGEN‑R SMIT is the largest IT services program for the Navy, inclusive of cybersecurity services, network operations, service desk, and data transport. Leidos supports the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network. /p pThis position is responsible for assisting the NEN OCONUS Enterprise Service Desk Manager in managing daily service desk activities in a Follow the Sun model with physical service desks located in Naples, Italy. The individual hired for this role must possess strong organization and communication skills, with the ability to enter data into a variety of sources and ensure that it is properly categorized and prioritized utilizing the correct workflows and knowledge articles. The candidate will need to exhibit an understanding of Service Levels specific to the Navy OCONUS project and ensure compliance with those Service Levels in the execution of their daily tasks. The candidate will be responsible for professional customer service while assisting the Navy’s warfighters with requests relating to Incident Management and Request Fulfilment. The candidate must be experienced in harvesting data from BMC Remedy and providing ADHOC reports to the Service Desk Manager for program and client leadership. /p h3What You'll Get To Do /h3 ul liEnsure that the correct Remedy ticket templates are used against clearly defined Service Level Objectives and operate in a way that all work can be accurately measured against Service Level Requirements. /li liAssist in the review and analysis of daily actual performance to agreed upon Service Level Requirements and the reporting to negate defective trends. /li liAssist to identify and implement actions obtained by the monitoring and measurement of feedback loops and champion activities for improvement. /li liAssist with trend analysis to ensure historical data is used to predict future patterns and outcomes. /li liRecommend improvement opportunities of daily activities when needed. /li liAssist Subject Matter Experts in the development and analysis of existing and new processes, procedures, and methods to achieve service improvement by standardization, improvement, simplification and retirement of unneeded workflows. /li liAssist ESD Manager in Continual Service Improvement projects. /li liAssist with weekly trend analysis reports to the OCONUS Program Director. /li liEstablish and maintain transparent and respectful working relationships with Customer and Program Management personnel. /li liWork with OCONUS Operations personnel to ensure that comprehensive knowledge transfer activities associated with each Service related to daily tasks are successfully conducted. /li liEnsure to maintain certifications/training needed for the successful performance of documented Standard Operating Procedures (SOPs). /li liWork in a fast-paced environment Desk with teammates and stakeholders dispersed over multiple continents while maintaining project scope and the ability to influence change to achieve successful project outcomes. /li liEstablish and maintain relationships with the Regional N6 personnel and ensure that their daily performance is in line with contractual obligations. /li /ul h3You'll Bring These Qualifications /h3 ul liBachelor’s Degree in related field and 0‑2 years of prior relevant experience; or, Associate’s Degree in related field and 4 years of prior relevant experience; or, HS Diploma and 8 years of prior relevant experience. /li liMust be a U.S. Citizen and possess an active DoD Secret Clearance. /li liCompliant with DoD 8570 IAT Level II (Security+, CCNA Security, etc.). /li liExperience with BMC Remedy and experience creating incident tickets to documented standards. /li liExperience with ITILv3/4 modules in relation to Incident Management and Request Fulfilment. /li liExperience with supporting customer service activities across larger geographical areas. /li liExperience with updating various documents needed in a mature ESD environment, for example, ticket templates, staff schedules, process alignments, service mappings, SLAs, and OLAs. /li liBasic knowledge of ITIL Service Operations in relation to the Incident Management lifecycle, and Request Fulfillment processes. /li /ul h3These Qualifications Would Be Nice To Have /h3 ul liITIL Foundations v3 or v4. /li liExperience with Microsoft VISIO and Microsoft EXCEL. /li liExperience working in Department of the Navy Contracts. /li liMotivated self‑starter with strong written and verbal communication skills. /li /ul h3Pay Range /h3 pPay Range $35,750.00 - $64,625.00 /p h3Commitment to Non‑Discrimination /h3 pAll qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws. /p /p #J-18808-Ljbffr