Job title: Business Subject Matter Expert (e-ISuite) Location: Remote/Offsite Status – Part time About Us: RTL Networks, Inc. is a rapidly-growing company primarily focused on providing information technology (IT) support services and personnel to a variety of commercial and government customers for long term contracts. By providing a wide array of professional services and products, we help our customers leverage technology and operate with total confidence in the predictability, security and reliability of their technology resources in order to meet business objectives. Job Purpose or Summary: The mission of the Business Subject Matter Expert (SME) is to support the Development, Operations, Maintenance, and User Training of information systems used by USDA Forest Service Interagency Incident Management Personnel nationwide. Essential Job Duties: The following duties are representative and not exhaustive: * Provide application support for operations, user support, testing, training, curriculum development, data management and administration for the Forest Service e-ISuite application. * Define, document, and validate application business and software requirements. * Participate in and provide expertise, testing, and troubleshooting for interface needs of applications supported. * Conduct pre- and post-deployment application testing to assure proper application functionality and operation. * Conduct application availability testing following system and network upgrades or outages. * Work with technical specialists to ensure application interfaces are compliant with Section 508 requirements. * Provide Operations and Maintenance (O&M) support including facilitating troubleshooting to include applications, connectivity to other applications and server infrastructure, databases, reports and network activity, and Tier 2 Helpdesk User support as requested. * Receive, resolve, or escalate application and network issues escalated by the IIA Helpdesk via ticketing system. * Participate on troubleshooting calls and facilitate contacts with the field users to isolate issues. * Communicate outages, updates, and resolutions to the IIA Helpdesk and user community. * Develop, maintain, execute, and coordinate Application User Training Curriculum. * Develop/Review/Maintain Training Standards working jointly with Project Team and Agency Business Area Committees/Task Forces. * When requested, assist as Lead Instructor, Instructor, Coach, and/or Cadre Member. * Coordinate sessions and training with Geographic Area Coordination Centers (GACC); assign training GACCs. * Develop, maintain, and adhere to Standard Operating Procedures (SOP). * Participate in and conduct field and incident reviews as assigned. * Provide field oversight and support during incident operations as requested. * Create and maintain knowledge-based documentation in coordination with the helpdesk. Minimum Qualifications – Include the following: * Must possess experience in Wildland Fire Incident Management and a minimum of 3 years’ experience using the e-ISuite applications. * Must have strong interpersonal, analytical, writing, teamwork, communication skills. * Experience with e-ISuite in real situations (dispatch center, incident camp, cache, etc.) or as a Tier 2 Helpdesk SME within the past 3 years to ensure relevancy and currency. * Bachelor’s degree in related field, or equivalent experience. Desired or Preferred skills * Strong working knowledge of the Interagency Incident Applications (IIA) Helpdesk and the associated ticketing system, CTS Remedy, is desired. * Knowledge of the specific application’s training course material and documentation and experience facilitating, instruction and presenting is desired Applicant selected for this position must be able to obtain and/or maintain a security clearance or access. U.S. Citizenship required. Chosen applicants will be required to pass pre-employment drug screening and a criminal background check. We are an Equal Opportunity Employer.
Tagged as: management
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