We provide our federal customers with an exciting variety of IT and Intelligence services. In order to achieve our company growth goals, continually surpass our customer’s expectations and provide new opportunity for our employees, Metronome must attract the most professional and qualified employees.

Metronome believes in a strong company culture rooted in its core values and belief in our overall mission. We believe in supporting one another, exceeding our customer’s expectations, executing with passion and celebrating all successes. We work hard and encourage one another to have fun doing it.

Metronome is looking for individuals who also believe in these core set of values, those who yearn to support our nation’s vital projects and those who desire to work for a fast growing small business that appreciates each employees’ contributions and trusts them to make decisions while representing Metronome…those who Keep Projects Pulsing.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Metronome is committed to providing reasonable accommodations to employees and applicants for employment, to assure that individuals with disabilities enjoy full access to equal employment opportunity (EEO). Metronome shall provide reasonable accommodations for the known physical or mental limitations of qualified employees and applicants with disabilities, unless Metronome can demonstrate that a particular accommodation would impose an undue hardship on business operations. Applicants requesting a reasonable accommodation may make a request.

The Ticket Manager develops computer systems specifications that address business requirements and that fit with company/customer system architecture standards. This candidate will provide assistance with Incident, Change, Problem Tickets and Knowledge Management for the contractor managers and the Program Management Office.

Candidate will be expected to coordinate the change process with the government customer and act as a liaison to ensure that engineers and technicians follow established processes. Candidate will be able to guide modifications to the change process and document adherence to the process. Candidate will be expected to attend and occasionally brief and lead meetings, using Microsoft PowerPoint, Remedy Reports and Visualization Software, both to contractor and government personnel.

Candidate will be expected to support a flexible 6am to 6pm work schedule.

DUTIES

• Analyzes and evaluates existing or proposed systems and designs computer systems to process data
• Analyzes systems and procedures to refine their formulation and converts them to programmable formats
• Codes applications and tests to software requirements
• Analyzes detailed systems factors, including input and output requirements, information flow, hardware and software requirements and reliability characteristics
• Writes and updates software specifications
• Records all inputs and outputs of systems, including file sizes, data bank requirements, variability of information and appropriate statistical measures, such as frequency, volume, peaking, etc.
• Prepares and updates documentation for new and existing systems
• Troubleshoots and provides technical support and solutions to users
• Monitors system effectiveness in satisfying user needs
• Maintains current knowledge of relevant technologies as assigned and participates in special projects as required
• Acts as the interface between engineers and the government, to maintain problem tickets
• Follows up with users’ open tickets, to document missing information and verify resolutions
• Runs ticket data reports and data visualizations, organizes site surveys with technicians and contacts customers to clarify ticket details
• Interprets change requests to match hardware catalog offerings
• Manually adjusts change request approval workflows
• Maintains a working knowledge of the roles and responsibilities of various work groups, to answer routing questions
• Updates the Knowledge Management database

• Government clearance required
• Must possess a Bachelor’s Degree in a Computer Science or related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
• Must possess 2-5 years of directly related computer systems analysis and/or programming experience
• Must demonstrate sufficient IT technical knowledge to provide advice and guidance to fellow contractors and government customers
• Must be able to explain not only the process, but the underlying reasoning for the process, to assist others in complying with it
• Proactive and able to work with minimal supervision
• Must have excellent customer service skills, to frequently interact with end customers and government oversight personnel
• Must have knowledge and experience necessary to apply logical precedent, to handle one-off and unusual situations
• ITIL v3 Foundation certification desired
• A History of successful communications with customers and technicians and experience with multiple ticketing systems from a support staff perspective is desired
• Proficiency with Remedy ITSM, versions 7.6 through 9 preferred
• Experience with querying databases, using SQL statements, desired
• A history of basic data visualization, using tools such as Tableau, is desired

Core Values

Passion - We believe.  We execute with all we have.
Improving - We surpass our best efforts.
Teammates - We respect and support one another.
Mission - We align with our customers’ objectives.
Celebrate Success - We reward all achievements.