Systems Administrator Senior/Operations Lead

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

Secret

Suitability:

Public Trust/Other Required:

Job Family:

Systems Administration

Job Qualifications:

Skills:

Automatic Call Distribution ACD System, Computer Literacy, Computer Systems

Certifications:

Experience:

3 + years of related experience

US Citizenship Required:

Yes

Job Description:

Transform technology into opportunity as a Systems Administrator Senior/Operations Lead with GDIT. A career in enterprise IT means connecting and enhancing the systems that matter most. At GDIT you’ll be at the forefront of innovation and play a meaningful part in improving how agencies operate.

At GDIT, people are our differentiator. As a Systems Administrator Senior you will help ensure today is safe and tomorrow is smarter.

GDIT is seeking a Systems Administrator Senior/Operations Lead to deliver administrative and technical support to multiple customers subscribing to our Contact Center, Conversational and Generative AI platforms. As the Systems Administrator Senior/Operations Lead, you will act as the focal point for all Automated Call Distributor & Conversational AI (ACD & AI) platform general and technical service requests and will frequently interface directly with program customers and leadership. Additionally, you will be responsible for generating and maintaining documentation and act as the team’s Project Manager and Scrum Master for internal projects. The ideal candidate will be an excellent communicator, have previous experience as a System Administrator/Technical Support/Customer Service Supervisor and demonstrate confidence and self-awareness.

HOW A SYSTEMS ADMINISTRATOR SENIOR WILL MAKE AN IMPACT:

• Investigate service disruptions and customer reported incidents involving ACD & AI platforms.
• Represent ACD & AI during service disruptions; manage communication with customers & vendors and drive incidents to resolution.
• Interface with vendor to create and track technical support cases or platform enhancements on behalf of GDIT.
• Engage with customers to develop and implement solutions to desired program configuration changes in the inContact platform.
• Manage internal ACD & AI projects related to customer Change Requests.
• Manage ITSM queue and perform administrative and technical support tasks as needed.
• Perform advanced troubleshooting efforts for all ACD & AI supported platforms.
• Generate and maintain internal documentation as required.
• Contribute to a highly collaborative environment that values speed and quality and perform feature development within sprints to support the high company standards.

WHAT YOU’LL NEED TO SUCCEED:

• Technical Training, Certification(s) or Degree, 3+ years of relevant experience.
• Experience with or knowledge of CCaaS and ITSM platforms.
• Strong organization and time management skills while working in a rapid software development environment.
• Must be able to identify and learn new technologies quickly
• US Citizenship Required
• Ability to obtain Secret clearance

Preferred Qualifications:

• 3+ years of experience with NICE CXone platform

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home
• 401K with company match
• Comprehensive health and wellness packages
• Internal mobility team dedicated to helping you own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and holidays

The likely salary range for this position is $72,250 - $97,750. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Hybrid

Work Location:

USA LA Bossier City

Additional Work Locations:

Any Location / Remote

Total Rewards at GDIT:

Our benefits package f