Moja has been providing Information Management solutions since it’s conception in 1995.  We concentrate on the customer’s specific needs to ensure our client receives full business solutions as well as excellent products.  Moja has experience and expertise to integrate software, hardware and communications technologies.  Our clientele includes:  National Geospatial Intelligence Agency, National Security Agency, Department of Treasury, Boeing, Department of Navy as well as a host of others. 

Position Title:  Measurement Associate/Engineer Level III with active TS/SCI

Location:  Annapolis Junction, Maryland

Clearance Requirement:  MUST have an active Top Secret with SCI clearance

Job Description: The Measurement Associate/Engineer Level III responsibilities will include but are not limited to:

• Monitor and maintain the success of over 40 Service Delivery Service Level Agreements.
  
• Collect, store and validate various key metrics to support SLA performance.
  
• Review and analyze metric data & report findings and recommend improvements and/or resolutions.
  
• Create and distribute quarterly, monthly, weekly and/or daily production/operations metric reports and/or workbooks used to evaluate process and service delivery performance. 
  
• Perform and track daily reconciliation on missed SLA-able tickets.
  
• Monitor daily SLA jeopardy reports and Remedy macros for proper ticket management.  Notify technical managers or leads of any priority or mission-critical problems or tickets.
  
• Maintain Workflow documentation and processes.
  
• Leads and/or participates in projects, data audits and process improvements to support department initiatives.
  
• Handles the over-flow function of a Queue Coordinator when call volume is high or a ticket is in jeopardy.

Minimum Requirements:  Minimum of 1 year experience in customer service, technical helpdesk office administration, project management or metric experience is required.  Must have excellent customer service and organizational skills.  Must be adaptive to respond to the changing business demands and client environment.  Must be comfortable working under moderate pressure.  Must have good interpersonal skills and a willingness to be a team player.  Must be an assertive individual with a great deal of flexibility and the ability to adapt to frequently changing work volumes.  Must have the ability to handle multiple tasks simultaneously. 

Desired Skills:  Additional Skill Sets Required:  Experience working with metric tools and processes highly desirable.  Knowledge of or familiarity with the AR REMEDY database/application is highly desirable.  WINTEL and/or UNIX system administrators looking to perform non-technical work are also desired.

Moja recognizes the importance of it’s employees and therefore offers a comprehensive benefits package which includes:  Medical and Dental coverage, Disability Income insurance (Long-Term and Short-Term), Flexible Spending Accounts, 401(k) Plan, Credit Union membership and Paid Time-Off (PTO).  The company also offers employee referral bonuses, tuition reimbursement.  Visit our website to learn more about our company at www.moja.net   Find out how your talent can lead you to a dynamic career at Moja, today!