Program Analyst (Mobile Program) Support

The representative will be part of a team responsible for providing IT customer service support to the CNIC enterprise wireless/mobile management program.  Takes direction from the Program Analyst (Mobile Program) Program Manager.

Essential Duties and Responsibilities: 

Job duties include the following: (Other duties may be assigned.)

• Provides IT customer service, technical expertise enterprise wide for CNIC via phone, email, onsite or through tickets submitted through a ticketing system (BMC Helix).
• Verify and reconcile cellular and wireless device monthly reports to ensure up-to-date inventory, accuracy, and to prevent unnecessary programmatic changes.
• Analyze, facilitate, and communicate N6 intentions regarding line of service modifications, upgrades, and other impacts to the program.
• Support established DON CIO policies and directives for mobile devices and DoN wireless regulations as outlined by DoN CIO and SECNAC directives.
• Support government customers with order placement in accordance with established policies and budgetary requirements. Provide program guidance to Regional CIO staff and advise end users on managing their local cellular programs.
• Develop/consolidate inputs for CNIC CIO briefings.  Articulate N6 wireless services mission and capabilities and prepare inputs for Monthly Enterprise/Region Wireless meeting.
• Support the implementation and sustainment of the CNIC Enterprise’s Teams Telephony services
• Maintain HQ wireless device inventory and asset management accountability.
• Maintain a GETS/WPS Information Distribution System account as an account manager and perform all related tasks.
• Develop, manage, and maintain a mobile device management HUB site in SharePoint Online to facilitate better management of the program.
• Understand the Equipment line-Item No. (ELINs) associated to device lines of service for the contract period of performance
• Be familiar with cellphone and smartphone vendor plans for the various vendor task orders.
• Be knowledgeable about device porting and transfer processes tracking and shipment of devices to regional wireless managers outside of HQ CNIC.
• Be knowledgeable of the process to activate international voice and data services in a pooling plan

environment.

• Prepare briefings and attend meetings at the direction of the Government Mobile Program Lead
• Collect, analyze and provide application data reports as directed.
• Handles customer problems that arise from the use of the above listed applications/processes.
• Creates processes for responding to customer inquiries.
• Troubleshoot errors and take prompt, appropriate action on customer complaints.
• Attendance and punctuality are essential functions of this position.

Physical Requirements:  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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.

Education and Experience: HS and 6 years of direct work experience with the use of information technology to develop and/or integrate complex data. Familiar with leadership of teams to accomplish Enterprise goals.

Security Clearance:  A favorable T3 (Formerly NACLC) background investigation required.  Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.