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Business Systems Analyst
Job Category: EngineeringTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: NoneWhat You'll Get to Do:Provide direct user support and response to customers using AEA Tools for questions regarding account administration, system and network status. Support/interface with the Customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace. More About the Role:- Respond to system issues and perform first level corrective maintenance
- Enter issues via a problem tracking tool
- Follow and maintain current AEA Standard Operating Procedures (SOP's) and documented AEA Outreach Service Level Agreements (SLAs)
- Responds to complicated user questions
- Escalate complex issues within the SD Outreach Team
- Monitor the health and status of current AEA systems
- Prepare routine metrics and system availability reports
- Escalate complex system questions to Tier II Support and appropriate Government stakeholders
- Identify common user challenges and work with development teams, UX teams, and product leads
- Shall maintain and update the ticket tracking tool
- Prepare routine metrics and system availability reports and user support metrics
- Assist in orienting, training, assigning, and checking the work of lower level employees
- Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests
- Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflicts
- Provide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise manner
- Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues
- Provide customer follow up to ensure questions have been answered and collect feedback
- SIGINT experience using mission analytic tools
- Six (6) years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities
- High school diploma or equivalent required
- Bachelor's degree from an accredited university is highly desired
- Understanding of product workflows in an operational setting
- Operational experience as an analyst preferred
- Familiarity with query languages
- Experience working with forward deployed users
- Experience providing direct user support and troubleshooting directly with the user
- Experience gathering requirements from users
- Experience providing overall process improvement and agile efficiencies supporting the existing customer base
- Experience with JIRA and Confluence
- ID: #44556741
- State: Maryland Annapolisjunction 20701 Annapolisjunction USA
- City: Annapolisjunction
- Salary: USD TBD TBD
- Job type: Permanent
- Showed: 2022-08-03
- Deadline: 2022-10-01
- Category: Et cetera