Top 3 Daily Responsibilities: Complete data analytics for ticket management Identify data inaccuracies and implement business solutions to drive corrective actions Develop expertise in Client ticketing and reporting systems to develop processes to increase overall work efficiency Coordinate and manage project tasks to ensure project deliverables are met Work with field personnel to handle project issues as they arise Serve as the primary point of contact for project status updates Represent the operations program to Client customers and external vendors by providing outstanding support and relationship building in all interactions Maintain clear and accurate operations procedures and ensure documentation is updated to reflect any procedure changes Responsible for managing both internal escalations and customer escalations and ensuring that issues are driven to closure Track status of ticket escalations, project schedules, project deliverables and provide the required milestone updates and progress reports Skill/Experience/Education Mandatory Skills/Qualifications: Education: Degree and field Total years’ experience in what industry, discipline or responsibility (ex. 4+ years’ experience as a Database Developer specifically in implementing ETL packages) Skills or processes candidates must have to be considered for the role (ex. 3+ years’ experience writing SQL code). Specific Tools or Applications experience (ex. Client Apps, Salesforce CRM, etc) Certification or license (ex. CPA, PMP, Cisco) As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.