CACI
ServiceNow Administrator - Senior(m/w/x)
Full-timeOn-siteSenior
Stuttgart
from USD 115,600 - 254,200 / year
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CACACI, INC.-FEDERAL
Service Desk Lead (Genesys ACD-IVR Systems)(m/w/x)
Stuttgart
from USD 142,200 / year
Full-timeOn-siteSenior
Nejo AI Summary
Overseeing daily IT service desk operations, administering call routing and interactive voice response systems, and implementing ServiceNow automation workflows. Active Top Secret Clearance and 3 years call routing system experience required. Direct impact on national safety missions.
Requirements
- Active Top Secret Clearance
- Minimum 5 years of experience as IT Service Desk Manager or similar role
- At least 3 years of hands-on experience with Genesys ACD-IVR systems
- At least 3 years of experience with ServiceNow
- Experience with Genesys ACD-IVR and integration into ServiceNow
- Experience managing to SLAs
- IAT Level II or greater
- Bachelor’s degree in Information Technology, Computer Science, or related field
- Proficiency in Genesys Cloud or Genesys Engage
- Expertise in ServiceNow platform administration
- Familiarity with ITIL v3 or v4 frameworks
- Knowledge of Windows, macOS, and mobile device support environments
- Strong leadership and team management abilities
- Excellent communication and interpersonal skills
- Analytical mindset with focus on problem-solving
- ITIL Foundation or higher
- Genesys Certified Professional or equivalent
- ServiceNow Certified System Administrator or equivalent
Tasks
- Oversee daily operations of the IT service desk
- Administer and optimize Genesys ACD and IVR systems
- Implement and maintain ServiceNow automation workflows
- Supervise and mentor service desk analysts
- Identify opportunities for process optimization
- Monitor and report on key performance indicators
- Oversee major incident resolution and root cause analysis
- Collaborate with Genesys and ServiceNow vendors
- Develop and maintain training programs and documentation
- Ensure compliance with organizational policies and data security standards
Work Experience
- 5 years
Education
- Bachelor's degree
Languages
- English – Business Fluent
Tools & Technologies
- Genesys ACD-IVR
- ServiceNow
- Genesys Cloud
- Genesys Engage
Benefits
Workation & Sabbatical
- Flexible time off
Learning & Development
- Robust learning resources
- Continuing education
Healthcare & Fitness
- Comprehensive healthcare
- Wellness benefits
Competitive Pay
- Financial benefits
Retirement Plans
- Retirement support
Family Support
- Family support
More Vacation Days
- Time off benefits
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of CACI, INC.-FEDERAL and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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CACACI, INC.-FEDERAL
Service Desk Lead (Genesys ACD-IVR Systems)(m/w/x)
Stuttgart
from USD 142,200 / year
Full-timeOn-siteSenior
Nejo AI Summary
Overseeing daily IT service desk operations, administering call routing and interactive voice response systems, and implementing ServiceNow automation workflows. Active Top Secret Clearance and 3 years call routing system experience required. Direct impact on national safety missions.
Requirements
- Active Top Secret Clearance
- Minimum 5 years of experience as IT Service Desk Manager or similar role
- At least 3 years of hands-on experience with Genesys ACD-IVR systems
- At least 3 years of experience with ServiceNow
- Experience with Genesys ACD-IVR and integration into ServiceNow
- Experience managing to SLAs
- IAT Level II or greater
- Bachelor’s degree in Information Technology, Computer Science, or related field
- Proficiency in Genesys Cloud or Genesys Engage
- Expertise in ServiceNow platform administration
- Familiarity with ITIL v3 or v4 frameworks
- Knowledge of Windows, macOS, and mobile device support environments
- Strong leadership and team management abilities
- Excellent communication and interpersonal skills
- Analytical mindset with focus on problem-solving
- ITIL Foundation or higher
- Genesys Certified Professional or equivalent
- ServiceNow Certified System Administrator or equivalent
Tasks
- Oversee daily operations of the IT service desk
- Administer and optimize Genesys ACD and IVR systems
- Implement and maintain ServiceNow automation workflows
- Supervise and mentor service desk analysts
- Identify opportunities for process optimization
- Monitor and report on key performance indicators
- Oversee major incident resolution and root cause analysis
- Collaborate with Genesys and ServiceNow vendors
- Develop and maintain training programs and documentation
- Ensure compliance with organizational policies and data security standards
Work Experience
- 5 years
Education
- Bachelor's degree
Languages
- English – Business Fluent
Tools & Technologies
- Genesys ACD-IVR
- ServiceNow
- Genesys Cloud
- Genesys Engage
Benefits
Workation & Sabbatical
- Flexible time off
Learning & Development
- Robust learning resources
- Continuing education
Healthcare & Fitness
- Comprehensive healthcare
- Wellness benefits
Competitive Pay
- Financial benefits
Retirement Plans
- Retirement support
Family Support
- Family support
More Vacation Days
- Time off benefits
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of CACI, INC.-FEDERAL and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
About the Company
CACI, INC.-FEDERAL
Industry
IT
Description
CACI places character and innovation at the center of its operations, supporting critical missions and ensuring national safety.
Not a perfect match?
- CACI
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