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090 Ticketing Work Flow Analyst Mar 20, 2018
Baltimore, MD  
Ticket Work Flow Analyst
Project Manager (Journeyman)
Linthicum, MD

Required Skills:
• Experience using a workflow ticket or issue tracking system
• Experience tracking metrics and creating/generating reports
• Ability to learn quickly with a demonstrated track record of meeting deadlines
• Strong interpersonal and problem solving skills
• Meticulous attention to detail, organizational, and time management skills
• Experience engaging/interacting/collaborating at all levels of an organization
• Proficient with Microsoft Office Suite

Desired Skills:
• Experience with Atlassian JIRA
• Basic understanding of, or a desire to learn, cyber security operations
• Experience working through process improvement models (CMMI, Six Sigma, etc)
• Experience working with contractual service level agreements

This position is located at the Defense Cyber Crime Center (DC3) in Linthicum, MD. The position will be with the Analytics Division of the Defense Industrial Base (DIB) Collaborative Information Sharing Environment (DCISE). The Workflow Manager will: assign and track production; work directly with analysts, as well as government and contract leadership, to ensure standards are met or exceeded; provide status updates of work performed. The ability to learn our processes is vital, but equally important is the drive to improve. This successful candidate will work well under shifting demands and tight deadlines as an integral member of the production team.

•Process incoming incident information in accordance with DCISE procedures
•Assign tickets based on analyst workload
•Maintain continuous oversight of work in progress to ensure timely completion
•Maintain constant communication with analysts regarding day-to-day workload for ticket assignments
•Identify ticket(s) similar in nature and the best plan of action for ticket assignment
•Ensure ticket owners are entering appropriate information in tickets based on Standard Operating Procedures (SOPs)
•Develop a thorough understanding of the current DCISE processes, identify patterns and trends, and provide workflow process improvement recommendations
•DCISE leadership with production data and metric reports

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