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IT Workflow Manager

Location: Tripler, Hawaii
Strativia is seeking a qualified IT Workflow Manager to assist our client at Tripler Army Medical Campus (TAMC) in Hawaii. The ideal candidate will have 5+ years’ work experience managing help desk operations using an IT workflow process for multiple integrated systems.
Responsibilities:
  • Review, assign, and distribute work tickets in all queues maintained by the CHD.
  • Manage assignment group membership and request to add, delete, or modify assignees and groups as needed.
  • Create, update, and remove templates and Knowledge Base (KB) articles for use by the Global Service Center (GSC) to resolve most tier 1 issues remotely.
  • Provide monthly summary.
  • Review, redirect, and remediate misrouted tickets by reviewing KBs, submit Quality Assurance tickets to GSC, and work with various IMD sections on ticket work flow.
  • Provide status reports on tickets, IAVAs, and scheduled activities monthly/as requested.
  • Develop and write Knowledge Base articles similar to standard operating procedures.
Required Certification(s):
IAT Level I
Strativia is an Equal Opportunity Employer and strives for diversity. Strativia in accordance with applicable law, does not discriminate in hiring or otherwise in employment on the basis of race, color, religion, sex, national origin, age, marital or veteran status, disability, sexual orientation, or any other legally protected status. EOE/AA/Vets.
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