About the job
Job Description
Key Responsibilities:
- Provide critical support to the Air Force Review Boards Agency (AFRBA) by managing the Case Management Tracking Analysis and Reporting System (CMTARS) Operations and Maintenance program.
- Deliver exceptional technical support and troubleshooting assistance for users of the CMTARS system and related OpenText platforms.
- Act as the primary point of contact for user-reported issues, facilitating incident triage, resolution, and system support.
- Ensure prompt incident response and thorough tracking of user issues and system access.
- Respond to troubleshooting requests via phone, email, or Microsoft Teams within 48 hours.
- Assist users navigating OpenText applications and resolving application, system access, and user interface issues.
- Escalate complex technical issues to the appropriate teams as necessary.
- Maintain detailed documentation of support activities, solutions, and system incidents.
- Verify and maintain user access controls by monitoring the list of cleared users and associated system licenses.
- Collaborate with project teams to identify recurring issues and propose improvements to user experience.
- Support end-user validation of system changes through testing activities.

