The Abacus Team is seeking a VIP Support Analyst to provide enhanced support for VIP callers through the USCIS Service Desk Service operations. This position assists with Service Desk needs on a contract to manage enterprise IT components for the National Area and Transnational IT Operations and Next-Generation Support II Program (NATIONS II) for the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS). This is a full-time position.
Assist in developing processes to enable expeditious, quality customer service responses to USCIS VIPs, including effective identification of VIP callers, VIP ticket prioritization and monitoring. Work with service desk staff to implement VIP process changes. Maintain VIP list and updating the list in the ticket system. Oversee VIP ticket requests through ticket life cycle.
High School Diploma required; Associate’s Degree in a related field is desired.
Experience and Skills:
At least 2 years of experience with service desk operations, including VIP handling. Ability to develop and document processes and SOPs. Must possess understanding of customer services approaches. Must have outstanding communications skills in written and oral form.
ITIL v3 Foundations and HDI certification desired. Previous experience with DHS USCIS is desirable.
Must be a US Citizen. Applicants selected will be subject to a U.S. government security investigation and must meet eligibility requirements for access to classified or Sensitive but Unclassified (SBU) information. Position may require a current/active Public Trust.