3rd Shift Associate Systems Analyst - Remote | Security Clearance Required

Job Overview

We are in search of a motivated Associate Systems Analyst to become a vital member of our team, dedicated to supporting a prominent government client. Your contributions will be essential in enhancing the Emergency Management (EM) Service Delivery and ensuring adherence to Service Level Agreements (SLA) for Army EM initiatives across more than 80 military installations globally.

Key Responsibilities

• Oversee the operation and upkeep of Defense EM systems, including Mass Warning Notification, E-911, and Audio Visual Notification Systems, while ensuring optimal management of related hardware, software, and processes.
• Deliver prompt incident management services in accordance with SLA metrics and Key Performance Indicators established by the program.
• Document, coordinate, and resolve technical inquiries and incidents reported by Emergency Responders.
• Address concerns regarding system performance, security incidents, access challenges, and software usage inquiries.
• Provide training to end-users on self-service resolution protocols and liaise with relevant departments such as security and systems administration.
• Communicate, plan, schedule, and manage data related to established metrics and EM issues when necessary.
• Conduct research to identify viable solutions for technical issues.
• Resynchronize tokens and smart cards as needed to resolve access control issues within EM systems.
• Collaborate closely with Engineering, Security, and Systems Administration teams to integrate client feedback and address usability concerns.
• Engage effectively with internal and external stakeholders, including third-party support teams and government clients.
• Facilitate resolution of system or security-related incidents through effective communication.
• Analyze and report on Service Level Performance regarding SLAs and offer recommendations for potential process enhancements.
• Assess tools, practices, and technologies to tackle challenges in EM service delivery and refine service management policies and procedures.
• Manage the ticket management tool to ensure quality documentation and resolution of reported incidents.
• Ensure compliance with relevant laws and regulations.
• Maintain standard operating procedures.
  
  

Required Skills

• Active DoD Secret Clearance is mandatory.
• Security+ CE certification (must be obtained post-hire).
• Demonstrated knowledge of or eagerness to learn Emergency Management systems (E911, MWN, etc.).
• Proven experience in Service Delivery and Incident Management processes.
• Exceptional written and verbal communication skills.
• Strong troubleshooting and conflict resolution capabilities.
• Ability to work flexible hours and be available on-call as required.
• Willingness to travel occasionally (0 - 4 times per year).
• Availability for 3rd shift: Wednesday to Sunday, 11:00 PM - 7:00 AM.
  
  

Qualifications

• Active DoD Secret Clearance is required.
• Willingness to work the specified 3rd shift schedule.
• Experience with IT service management and incident resolution processes is beneficial.
  
  

Career Growth Opportunities

Join our esteemed organization to advance your career within a dynamic and supportive environment. Engage with seasoned professionals in the field and enjoy opportunities for continuous training and professional development.

Company Culture And Values

We pride ourselves on fostering a collaborative workplace that values diversity and inclusion. Our commitment to excellence is reflected in our dedication to supporting one another and achieving collective goals.

Employment Type: Full-Time