IROC Product Engagement Team (Seasonal)

We Lead. We Transform. We Deliver.

Ready to elevate your work experience? At Cask, you get to collaborate with incredibly talented people - designers, engineers, technologists, and industry thought leaders - who are all connected by a singular focus on solving business challenges that stand in the way of organizational change and progress. Along the way, we balance culture and business, resulting in a company that is committed to making the lives of our employees a little better and more fun each day through iteration and innovation. 

Cask invites you to bring your authentic, courageous, empathetic, and customer-obsessed self to be part of our experienced team delivering awesomeness for our customers and employees.

IROC Product Engagement Team (Seasonal) is an integral member of a high-performing team responsible for supporting the IROC program and its user community in a fast paced change positive environment. 

What you'll be doing:

• Serving as a Seasonal Tier 2 Help Desk member you will:
  • Utilize the integrated ticketing system to track all Help Desk tickets (from the user community) through resolution.
  • Provide insights to the IROC Product Team by identifying problems, researching answers, and guiding clients through corrective steps. 
  • Capture team best practices, processes and procedures as well as documenting activity in numerous different systems and knowledge base articles. 
  • Will be On Call during nights, weekends and holidays.
  • Work schedule will include weekend days. 

• Serving as a seasonal member of the Product Engagement Team you will:
  • Utilize feedback to sustain and enhance IROC capabilities.
  • Participate in testing and documenting test results.
  • Attend and participate in meetings with: the Product Engagement team, IROC Development Team, Client and/or combinations of all of these.
  • Travel to on site meetings as designated by the Client and/or Cask.
  • Work with development teams to fix problems.
  • Document requirements and reference material.
  • Gain and/or maintain current knowledge of the ServiceNow platform.
  • Create a positive customer experience.
  • All other duties as required. 

What you’ll bring to the table:

• Ability to qualify for a U.S. Federal Government Moderate Risk Position via background check (this is Mandatory)
• Mandatory IROC experience in the dispatch/expanded environment.
• Ability to work remotely.
• Capability to deliver as a multifaceted team member as well while working independently.
• Demonstrate emotional intelligence through responsible decision making.
• Ability to clearly communicate needs and issues in order to best serve the client and the project team.
• Ability to communicate (verbal and written) in a clear and concise manner.
• Ability to be an active listener.
• Ability to work effectively in an environment with many competing and high-priority demands, often navigating ambiguity
• Adaptability for constant change and a hunger to consume new information and ideas.
• Analytical and creative problem-solving skills
• Experience with programs such as VIPR, HEMS, IQCS, IQS, IRWIN, iNAP, eAuth/Login.gov, Remedy, etc. are a plus.
• Wildland Fire field experience is a plus.
• Dispatching experience for a Wildland Fire Agency is a plus.
• Excellent written and verbal communication skills.
• Ability to serve in an on-call capacity

Note: Base salary range is $60,000 to $63,000. This range represents the expected compensation for this position. Actual salaries will vary and may be above or below the range when taking into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure and certifications; and other business and organizational needs. Compensation decisions are dependent on the facts and circumstances of each case. The range listed is just one component of the total compensation package for employees.

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.