Dunhill Professional Search & Government Solutions

Provide advanced support and administration for enterprise Power Platform applications, troubleshoot complex system issues, and collaborate with teams to improve system stability and performance. | Minimum 7-10 years in IT, application/infrastructure design and support, with experience in system administration, application support, and familiarity with ServiceNow, SQL, and automation. | Tier 3 Technical Support Specialist Telework US Citizen We are seeking a Tier 3 Technical Support Specialist to hire in support of the Justice- US COURTS program. This is a great opportunity for someone who thrives in complex technical environments, enjoys solving challenging system issues, and wants to play a key role in supporting and enhancing enterprise-level Power Platform applications. Job Description: Responsible for unique or complex information systems and/or information technology tasks within more than one discipline, such as application support, database administration, software quality assurance/quality control, software engineering, network telecommunications, and infrastructure operations of administration, analysis, engineering and design. • responsible for planning, securing, debugging, deploying, and ongoing support of the applications built on the Power Platform. • Understand platform architecture, environment, develop & deploy the application, and deal with day-to-day administration and ongoing technical support. • Partner with the National Service Desk (NSD) Tier 1 & 2 team and personnel on other infrastructure engineering and application development teams to work on issues escalated to Tier 3. • Adhere to the defined incident management, problem management, change management, release management, outage communications, and service requests procedures and utilize ServiceNow. • Develop Knowledge Based Articles (KBA) and educate Tier 1 & 2 as needed. • Be available for on-call 24x7x365 ongoing application support. • Support the onboarding of 8-10K end-users in waves of districts over a roughly 18-month period. • help continuously improve the day-to-day operations of the applications and infrastructure, ensuring that end-users are adequately supported and that the overall system is stable, secure, and performs well. • System Monitoring, triage, research, resolution (via SOP) or escalations of tickets to Tier 3 Analysis of ticket types and categories to identify trends and needed improvements within the applications, infrastructure, or SOPs and KBAs ServiceNow metrics reporting on ticket acknowledgements, resolution times and aging. Minimum Qualifications • Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience; Master’s Degree preferred. • CompTIA A+ or ITIL certification preferred • 7-10 years of experience in information technology, systems administration or other IT related field. Specifically a minimum of Five (5) years of experience in application / infrastructure design, development, testing, or operations Other Job Specific Skills • Technical problem solving and implementer skills in application coding, infrastructure, or automation. • Effective communications (written and spoken). • Coordinates and tracks well across AFS and client technical and functional teams ServiceNow ITSM (desired not required). • ITIL (desired not required). • Data Analysis / Excel T-SQL MSFT SQL Server Azure SQL Databases Database Architecture Extract, Transform and Load (ETL) data.

Manage and optimize ITSM processes in a cloud environment to improve service delivery and ensure compliance with standards and regulations. | 5-10 years supporting government contracts, bachelor's degree or equivalent, strong ITSM and cloud platform knowledge, proficiency with ITSM tools, and excellent communication skills. | • *U.S. Citizenship Required** As a Cloud Operations Delivery Analyst focusing on ITSM process delivery, you will be responsible for ensuring seamless IT service management within a cloud environment. Your role will involve optimizing processes, ensuring compliance with ITSM standards, and improving service delivery to enhance operational efficiency and customer satisfaction. Key Responsibilities: • Implement and manage ITSM processes, including Incident Management, Problem Management, Change Management, and Service Request Management within a cloud environment. • Monitor and analyze service delivery performance metrics to identify areas for improvement and ensure SLA compliance. • Collaborate with cross-functional teams to design and implement solutions that enhance IT service delivery and operational efficiency. • Conduct root cause analysis for recurring incidents and develop strategies to prevent future occurrences. • Develop and maintain documentation for ITSM processes, procedures, and best practices. • Provide training and support to team members to ensure consistent and effective use of ITSM tools and processes. • Participate in the continuous improvement of ITSM processes to align with industry standards and best practices. • Ensure compliance with federal regulations and organizational policies related to IT service management. Minimum Qualifications • Bachelor's Degree in Business, or a related field or equivalent relevant experience. • 5-10 years of experience working on projects/programs supporting Government Contracts. Other Job Specific Skills • Strong understanding of ITSM frameworks such as ITIL (Information Technology Infrastructure Library). • Experience with cloud platforms such as AWS, Azure, or Google Cloud. • Proficiency in using ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management). • Excellent analytical and problem-solving skills. • Strong communication and interpersonal skills. • Ability to work collaboratively in a team-oriented environment.

Provide Tier 2 support for applications and infrastructure, deploy and secure Microsoft Power Platform applications, monitor production environments, handle escalations, and support a large user onboarding rollout with 24/7 availability. | Bachelor’s degree or equivalent, 4+ years IT operations or application support, 3+ years in application/infrastructure design and support, strong Microsoft Power Platform and SQL experience, Agile methodology knowledge, and excellent communication skills. | This position is to support The Department of Justice (DOJ) Must be a US Citizen based on Federal contract requirements. Carries out moderately complex information systems and/or information technology tasks within more than one discipline, such as application support, database administration, software quality assurance/quality control. • Provide Tier 2 support across multiple IT disciplines including application support, database administration, infrastructure operations, and software engineering • Plan, deploy, debug, and secure applications built on the Microsoft Power Platform (Power Apps, Power BI, Dataverse, etc.) • Monitor and administer production environments; troubleshoot issues, resolve incidents, and escalate complex problems to Tier 3 teams as needed • Partner with Tier 1 National Service Desk (NSD) teams to handle escalated tickets and improve resolution processes • Contribute to operational stability through system monitoring, SOP updates, and development of Knowledge Base Articles (KBAs) • Participate in a major onboarding rollout of 8,000–10,000 users across DOJ districts over an 18-month period • Analyze support trends to improve applications, infrastructure, and processes • Support 24/7/365 application availability as part of an on-call rotation Qualifications: • Bachelor’s degree in IT, Computer Science, or a related field – OR equivalent experience • 4+ years of experience in IT operations, systems administration, or application support • At least 3 years of experience in application/infrastructure design, deployment, testing, and/or support • Strong background in: • Microsoft Power Platform (Power Apps, Power BI, Dataverse) • Azure DevOps, Visual Studio, SQL Management Studio, GitHub • Agile development methodologies • SQL Server, Azure SQL, SSIS, T-SQL, ETL processes • Experience with ServiceNow and ITIL-based processes(preferred) • Excellent communication skills and ability to coordinate with cross-functional teams • Ability to analyze support data, identify recurring issues, and recommend improvements

Manage and support complex IT systems including Linux and Windows servers, perform system backups and recovery, troubleshoot complex issues, mentor junior staff, and implement security patches and automation scripting. | 8-15 years IT experience with 3+ years Linux and Windows server admin, 2+ years Red Hat Enterprise Linux and WebSphere admin experience, strong security knowledge, and scripting skills. | Actuate Admin Intermittent Telework Knoxville, TN We are looking for an Actuate Admin to join our team in support of the TVA GENERAL program. This is a great opportunity for someone who excels in complex IT system administration and enjoys leading, mentoring, and solving advanced technical challenges. Job Description: Responsible for unique or complex information systems and/or information technology projects across more than one discipline, such as application support, database administration, software quality assurance/quality control, software engineering, network telecommunications, and infrastructure operations of administration, analysis, engineering and design. Provides direction to other IT Administrators on the project in a senior administrator capacity. Considered a technical specialist in a variety of IT administrator disciplines. • Monitors and supports complex information technology and systems infrastructures. • Conducts analysis including planning, designing, and evaluating a variety of complex information technology tools. Assists in capacity planning and solution scaling development. • Handles user requests for system needs and upgrades that are very complex and often involve extensive research. • Troubleshoots and resolves unique or complex problems in an efficient manner. Provides support to development, test, and production teams with troubleshoot issues as a senior level resource. • Implements various applications of a highly complex nature. Develops and patches hardened images. • Administers and runs complex tests on operating system and related software. • Schedules, performs, and monitors system backups and, when necessary, performs data recoveries. • Performs root cause analysis and diagnostics on very complex production systems. • Identifies opportunities for process improvements and works with team members to implement efficiencies. • Effectively create and maintain relevant systems documentation and user guides. • Acts as a mentor to junior team members. May act in a lead capacity, providing direction and oversight to a team of administrators. • Applies scripting methodologies to automate IT Admin related tasks. Minimum Qualifications • Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience; Master’s Degree preferred. • 8-15 years of total experience in information technology, systems administration or other IT related field with the following specifics: • 3+ years Linux and Windows server admin experience • 2+ years’ experience with Red Hat Enterprise Linux (RHEL 8 and higher) • 2+ years WebSphere admin experience, especially WAS 8.* and higher Other Job Specific Skills • Experience configuring, maintaining, and troubleshooting multiple application services on a clustered Linux server platform. • Experience configuring/testing jdbc connections on a server. • Experience with server certificate installation and update. • Experience with scheduled server security patches. • Experience with basic Linux shell scripting. • Nice to have: experience with Actuate eReport services. • Advanced knowledge of security policies, requirements, and vulnerabilities.

Evaluate case analysts' work for accuracy and compliance, assess bilingual communications, and provide feedback to improve program performance and customer experience. | Bachelor’s degree or equivalent experience, call center and customer quality assurance experience, bilingual fluency in Spanish and English, and strong attention to detail. | Job Title: Bilingual Customer Quality Specialist (Remote- Within U.S ) Client: U.S. Department of Health and Human Services (HHS) Support Area: Centers for Medicare & Medicaid Services (CMS) The Customer Quality Specialist plays a critical role in evaluating individual case analysts, ensuring adherence to standardized procedures, and providing actionable feedback that enhances program performance and customer experience. Key Responsibilities: • Review case files, emails, and recorded telephone interactions for accuracy, completeness, and compliance with established protocols and procedures. • Assess both English and Spanish communications for professionalism, clarity, and effectiveness, including soft skills in phone calls and tone in written correspondence. • Analyze adherence to directives and quality standards across all interactions and documentation. • Deliver clear, written evaluations of reviewed work, including performance summaries and improvement recommendations. Minimum Required Qualifications: • Bachelor’s degree or equivalent experience OR a minimum of 4 years of relevant work experience in lieu of a degree. • Experience in a call center environment and customer quality assurance in needed for the role. • Strong attention to detail and demonstrated ability to follow defined processes. • Full professional fluency in both spoken Spanish and English, with excellent written communication skills in English.