TSA Work Flow / Incident Coordinator

Job Category:Delivery Assurance Primary Location:USA-VA: VIRGINIA-ARLINGTONSchedule:Full-time Job Type:Standard Employee Status:RegularJob Posting: 2008-08-11Description: Excellent opportunity to join CSC in supporting the Transportation Security Administration's (TSA) Information Technology Infrastructure Program! Hiring for this position is contingent upon contract award anticipated in the July/August 2008 timeframe. Preference will be given to candidates with prior experiencing supporting U.S. Department of Homeland Security/TSA. Base of operations will be in Arlington, VA but opportunities will be available for work locations throughout the Greater Washington D.C. Metropolitan area. Essential Job Functions Incident Coordinator - Supports the Incident Management process by providing the customer a single point of contact to manage incidents and service requests to resolution. Key activities include: Routing Incidents and Service Requests to support groups when not resolved at the Service Desk Initial support and analyze for correct information and classification Ownership, monitoring, tracking and communication to the customer Monitoring the status and progress towards resolution of assigned Incidents and Service Requests Keeping Service desk informed about the incident or request progress Escalating to the Incident Manager if necessary per established escalation process Develops and maintains standardized quality assurance documentation for projects and tasks to include quality metrics. Ensures documentation complies with established software development standards, policies and procedures or best practices. Participates in special projects, external audits and process improvements in support of quality assurance initiatives. Basic Qualifications Bachelor's degree or equivalent combination of education and experience Bachelor's degree in business, mathematics, engineering, management information systems, or computer science, or related field preferred Zero or more years of quality assurance, engineering or management information systems experience Experience working with quality metrics and software industry metric data collection and analysis techniques Experience working with quality assurance principles and practices and software development methodologies such as Catalyst Experience working with standard software development methodology assessments, such as SEI/CMM or ISO 9000 Experience working with project management methodology Experience working with software test science and tools Other Qualifications Good organization and time management skills Good communication skills to interact with team members, customers, and support personnel Good analytical and problem solving skills Good interpersonal skills for interacting with project and task team members Basic personal computer and business solutions software skill Ability to handle activities on multiple projects and tasks within the same or different accounts Ability to work independently with integrity Ability to work in a team environment, even when remote support is required Ability to deal with and manage change Ability to complete assigned responsibilities in a given timeframe within a given budget Basic ability to handle multiple project and task responsibilities simultaneously and switch among them quickly to meet prioritized business needs Ability to participate in various formal and informal professional development training sessions and established quality assurance training Willingness to travel Remote Work Location Authorized:No Relocation Assistance:Not AvailableClearance Level:Secret Create Success