End User Experience Monitoring Engineer (TS/SCI w/ Polygraph)

About us :

COMSO, Inc. is a powerhouse when it comes to empowering federal government stakeholders to fulfill their mission with confidence and efficiency.

Our staff brings knowledgeable IT systems expertise, software development proficiency, innovative learning solutions for workforce development, and exceptional operations and production support.

We were founded in 1988, and remain a recognized woman owned small business, operating in several states including Maryland, Georgia, Hawaii, Texas, and Alaska.

We are honored to be recognized as a Top Workplace for six years running by the Baltimore Sun Media Group.

Currently, we are seeking a End User Experience Monitoring Engineer (TS / SCI w / Polygraph) to join our Team!

TS / SCI w / POLYGRAPH REQUIRED BEFORE CONSIDERATION.

Shift : Day shift, Monday-Friday

Must Have :

• Ability to collaborate effectively with cross-functional teams
• Ability to think innovatively and strategically to enable continual service improvement and optimize end user experiences
• Excellent communication and interpersonal skills
• Proficiency in using analytical tools and metrics to drive performance improvements and security enhancements
• Proven experience as an End User Experience Management Lead or similar role, with expertise in deploying and managing the 1E application
• Strong problem-solving skills and the ability to troubleshoot complex technical issues
• Strong understanding of IT operations, including experience with Splunk and SCCM environments

Primary Responsibilities :

• Lead the implementation and deployment of the 1E application across the organization's end user environment.
• Assess and monitor customer end user experiences using 1E to identify areas for improvement and optimize performance.
• Collaborate with IT teams and stakeholders to integrate 1E with existing Splunk and SCCM environments, leveraging synergies to maximize operational efficiency.
• Develop and implement strategies for continual service improvement and security enhancement initiatives.
• Utilize analytical tools and metrics to measure and report on end user experience, performance, and compliance metrics.
• Provide technical expertise and support for troubleshooting and resolving issues related to 1E, Splunk, and SCCM environments.
• Ensure compliance with IT policies, procedures, and regulatory requirements.
• Conduct training sessions and create documentation to educate end users and IT teams on using 1E effectively.
• Stay current with industry trends and emerging technologies in end user experience management and IT operations.
• Leverage Splunk and SCCM tools where 1E cannot perform to support complete tools cohesion from a program perspective.
• Utilize Splunk and SCCM tools in areas where 1E is not applicable to ensure comprehensive tool integration from a programmatic standpoint.
• Continuously assess end user performance through thorough analysis to identify reasons for underperformance, collaborating with service owners to develop improvement strategies and plans.

Education & Experience :

• Bachelors degree & 14 years' experience
• No degree & 14 years' experience
• IAT Level 2 Certified (Security+)

Clearance Requirements :

TS / SCI w / POLYGRAPH REQUIRED BEFORE CONSIDERATION

Benefits : Medical, Dental, Vision, 401K (vested immediately), FSA, LTD / STD, Paternal Leave, PTO, Federal Holidays to include Birthday, a 2-week Sabbatical, and Emergency Facility Closure Days.

COMSO, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or protected Veteran status.