Tier 2 / Incident Manager Jobs

Security Clearance Required
Able to obtain Public Trust
Cognosante is on a mission to transform our country’s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today!

This position performs Tier 2 / Incident Manager duties for the 2030 Decennial Census. They will provide assistance to the Service Desk Manager and Supervisors. They will work Escalated tickets. They will ensure incidents are resolved quickly and properly. They will refine processes and conduct training as needed.
Key Responsibilities

• Train Service Desk Personnel as needed
• Support the Learning Management System Administrator as needed
• Develop and update SOPs and processes
• Oversee the incident queue
• Resolve escalated tickets

Required Qualifications

• Be able to obtain a Public Trust and Census Clearance
• US Citizen
• 5 years of customer service experience
• 2 years of Tier 2 experience
• 2020 Decennial Census experience

Candidates that do not meet the required qualifications will not be considered.
Preferred Qualifications

• ITIL Foundation Certified
• Bachelors Degree

Compensation
$72,268.51 - $115,627.49
The pay range for this job is determined by various factors, including but not necessarily limited to location, responsibilities of the job, and alignment with market data. When determining a salary for this role, the following factors may will be taken into consideration - contract-specific affordability, education, knowledge, skills, competencies and experience. The estimate displayed represents the salary range for this position and is just one component of Cognosante’s total compensation package for employees and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee.
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., @cognosante.com or @accurate.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at [email protected]. Thank you.
Cognosante 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 identity, national origin, disability, or veteran status, or any other protected class.