Technology Operations Coordinator at Cherokee Nation Businesses, LLC in Tulsa, Oklahoma

Job Description:

Technology Operations Coordinator, Tulsa, OK

Cherokee Federal - a division of Cherokee Nation Businesses - is a team of tribally owned federal contracting companies focused on building solutions, solving complex challenges, and serving the nation's mission around the globe for more than 60 federal clients. With our heritage of ingenuity coupled with modern business practices, we serve as a trusted partner that can innovate and implement solutions. Our team of companies manages nearly 1,000 projects of all sizes across the construction, consulting, engineering and manufacturing, health, and technology portfolios. Cherokee Federal's team of small disadvantaged business entities, many of which are 8(a) and/or HUBZone certified, offer attractive contract vehicles with unique advantages - resulting in a streamlined, responsive contract management process.

SUMMARY

The Technology Operations Coordinator ensures continuous availability through appropriate change control measures, excellent customer engagement and overall service consistency on production systems through collaboration with broader CNB service teams, engineers and 3rd party service providers where needed. This position leads initiatives to proactively improve customer service, provides training to end users and participates in IT projects as needed. They also organize and run CFED CAB procedures and meetings, managing the ongoing calendar for changes and working with CFED leaders/seniors to establish and report on business-critical metrics. The successful candidate for this position must have an excellent understanding of CFED's various business, its clients and be able to engage with internal business operational teams in ways that build relationships and generate respect for the service that the team provides.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Includes the following:

• Business Continuity & measures
  
  
  • Works with CFED leadership to establish metrics and measures that enable proactive and risk-mitigating activities that improve uptime for our businesses, while driving efficiencies
  • Organizes CFED internal CAB meetings and procedures and acts as a single point of contact for changes outside of CFED that may impact CFED teams
  • Works with the members of the PMO to organize and publish IT reporting shared externally to members of CNB and CFED leaders
  
  
• Customer Service
  
  
  • Manages 3rd party delivery of services aligned with SLAs & other measures
  • Works across CNB to ensure ticketing system, knowledge base operates with efficiency and necessary automation
  • Oversees SLAs, escalated issues and problems & conducts root cause identification to reduce tickets and customer wait times
  • Identifies customer training opportunities.
  • Organizes the management of a shared knowledge base across CFED, which encompasses knowledge articles and SOPs and procedures
    
    
    • Manages the CFED documentation repository to ensure currency of information, and alignment to current methods/practices to drive best results
    
    
  • Acts as a point of escalation for service issues
  • Respond to security incidents and perform initial investigation and remediation actions.
  • Respond to major incidents: identify and categorize incident; send internal and external notifications in accordance with pre-defined protocols; perform trouble-shooting and diagnosis of hardware, software, and networks; escalate appropriately; contribute to remediation efforts where possible; contribute to after-action analysis.
  
  
• Project Support
  
  
  • Assist with project delivery in the transition to service design & implementation.
  • Accountable for project managing small-scale (single office) improvements or launches
  
  
• Ad-hoc tasks assigned by Manager.

SUPERVISORY/MANAGEMENT AUTHORITY

No supervisory authority

EDUCATION AND EXPERIENCE

Diploma or degree in Computer Science, Information Technology, or related field preferred.

KNOWLEDGE, SKILLS AND ABILITIES

Competency

I

II

III

Customer service role

2-3 years

3-5 years

5+ years

8a or other federal contract delivery company experience

Not required

1-2 years preferred

3+ years preferred

Experience with technologies used by CNB and CFED. Examples in list below.

• Deltek Costpoint
• Enterprise Apps Oracle HCM, PeopleSoft financials, SAP Concur
• Intranet, eg SharePoint,
• VPN
• Microsoft Exchange
• Microsoft Office
• Microsoft Teams, OneDrive
• Active Directory
• Desktop imaging
• End user hardware & peripherals
• Cisco phones
• Printers

Experienced with 1+technologies.

Not required to be an SME.

Experienced with 3+ technologies.

Not required to be an SME.

Experienced with 5+ technologies.

Not required to be an SME.

WORK ENVIRONMENT

• Work is primarily performed in a climate-controlled office setting. May require handling of average-weight objects up to 10 lbs.

With $400 million in annual revenue, 20% growth per year, approximately 950+ active contracts serving 60+ government agencies in 25 countries, 47 states, 2 territories and 2000+ employees, Cherokee Nation Businesses' (CNB) group of Federal Contracting Section 8(a) companies is well positioned to deliver expertise needed to solve complex technical issues. Federal Solutions provides an array of services for 12 of the 15 cabinet-level departments and agencies - from applications and data services to cybersecurity and national defense.

Why consider Cherokee Nation and our Federal Solutions business? Here are some great resources highlighting what we do and compelling reasons for joining our team!

https://cherokee-federal.com/

http://cherokeenationbusinesses.com/careers/Pages/home.aspx

http://cherokeenationbusinesses.com/federalSolutions/Pages/overview.aspx

Applicants selected will be subject to a U.S. Government security investigation and must meet eligibility requirements for access to classified information.

We are an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, gender identity and sexual orientation. If you'd like more information about your EEO rights as an applicant under the law, please copy and paste the links to the following two sites: EEO Statement | EEO Poster

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may email "CNB.Compliance@cn-bus.com" for assistance. This email address is for accommodation requests only and cannot be used to inquire about the application process or status.

For Pay Transparency Non Discrimination provision, please copy and paste the following link: Pay Transparency Nondiscrimination Provision

We maintain an Affirmative Action Plan for the purpose of proactively seeking employment and advancement for qualified protected veterans and individuals with disabilities. Upon request, we will schedule time to make our Affirmative Action Plan accessible. If you are interested, please submit a written request with the email subject line: 2018 Request to View Affirmative Action Plan to the Compliance Administrator at "CNB.Compliance@cn-bus.com" This email box is not for resumes or follow up on job applications.

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