Responsibilities...

• Support a portfolio of SaaS software requests throughout the product lifecycle.
• Support the flow of work through the respective process lifecycles, including managing products in sustainment.
• Develop and maintain relationships with VA Business owners, stakeholders, vendor team and third party integrations team.
• Properly identify, remediate, communicate and escalate technical risks.
• Work both independently and collaboratively in a fast-paced Agile environment.
• Manage, track and implement sustainment tasks including:

o Creating and maintaining user agreements

o Monitoring and adjusting permissions and settings

o Provisioning and deprovisioning accounts and licenses

o Managing and tracking the allocation of licenses and license renewals

o Providing case support related to user account requests

o Providing product training to all users

o Delivering product demonstrations to vendors and VA staff

o Serving as liaison and first point of contact for user issues

o Managing a domain allow list and Box shield policies

o Create initial folder structure for incoming business lines

o Update and maintain SSOi and SSOe certificates in Box

o Problem solve blockers with internal and external users regarding access, troubleshooting, account termination, rerouting, escalation

• Gather and report both program and technical metrics to including user reports/license counts, usage and user activity reports.
• Maintain user documentation.
• Support the daily cross-functional operational readiness of VA’s SaaS platform.
• Manage security, users, roles, profiles, groups, queues, and other setup options as necessary.
• Maintain the integrity of services integrated with our cloud environments, including proprietary in-house systems and external integrations.
• Participate in reviewing design elements and providing counsel to development teams working with overlapping objects in the org, identifying and suggesting mitigations technical design risks where applicable.
• Manage enhancement/integration projects to support business needs, including collaborating closely with external contractors, solution vendors, and consultants to deliver new business functionality to the platform.
• Create reports to meet operational requirements, license management, re-use, platform growth and other meaningful and actionable intelligence to our business groups.
• Train/support end users with the use of the SaaS application, and act as an escalation point for internal issues.

Requirements...

• 5+ years of project support experience.
• Bachelor’s degree OR 4 years of additional relevant experience may be substituted for education.
• Experience with customer service and or user training.
• Ability to work both independently and collaboratively in a fast-paced Agile environment.
• Excellent communication and problem- solving skills.
• Must be able to obtain and maintain Public Trust clearance.
• Must be able to use a computer.
• Must be able to communicate both verbally and in written form.
• Must be eligible to work in the United States.
• Must have reliable internet service that allows for effective telecommuting.

Years of experience: 5+ years of related experience.

Education: Bachelor’s degree OR 4 years of additional experience.

Location: Fully remote within the United States.

Clearance: Ability to obtain a Public Trust clearance.