Systems Analyst Associate - Remote (3rd Shift) with Security Clearance Required

Job Overview

Join our distinguished team as an Associate Systems Analyst, where you will play a vital role in supporting our government clientele. This position focuses on the Emergency Management (EM) Service Delivery and Service Level Agreement (SLA) Management processes for Army EM initiatives spanning over 80 military installations globally. Candidates must hold an active DoD Secret Clearance and possess a blend of education and experience that reflects a robust understanding of IT service management, incident management, and problem resolution. If you are eager to contribute to impactful work with a dedicated team, we invite you to apply.

Shift: 3rd Shift (Monday - Friday, 11:00 PM - 7:00 AM)

Key Responsibilities

• Support the operation and maintenance of Defense EM Mass Warning Notification, E-911, and Audio Visual Notification Systems, ensuring effective management of related hardware, software, and processes.
• Deliver prompt and expert incident management services, meeting SLA metrics and Key Performance Indicators as established by the program.
• Document, coordinate, and troubleshoot technical inquiries and reported incidents from Emergency Responders regarding system issues.
• Address various challenges such as system response times, security incidents, access difficulties, and software usage questions.
• Train end-users on self-service resolution procedures or liaise with relevant areas including security and systems administration.
• Communicate, plan, and manage data for existing metrics and EM-related challenges as necessary.
• Conduct research to identify potential solutions for technical issues.
• Resynchronize/reinitialize tokens and smart cards, addressing EM systems access control challenges.
• Collaborate with Engineering, Security, and Systems Administration teams to incorporate customer feedback and address support and usability concerns.
• Engage effectively with internal and external partners, including third-party support teams and government clients.
• Facilitate communication for the resolution of system or security-related incidents.
• Analyze and report on Service Level Performance against established SLAs, providing recommendations for process enhancements.
• Evaluate tools, best practices, and technologies for EM service delivery challenges to refine service management policies and procedures.
• Administer and maintain the ticket management tool, ensuring quality documentation and resolution of reported incidents.
• Ensure compliance with applicable laws and regulations.
• Maintain standard operating procedures.
  
  

Required Skills

• Active DoD Secret Clearance is required.
• Security+ CE certification (must be willing to obtain post-hire).
• Knowledge of or willingness to learn Emergency Management systems (E911, MWN, etc.).
• Demonstrated experience with Service Delivery and Incident Management processes.
• Strong written and verbal communication capabilities.
• Excellent troubleshooting and conflict resolution skills.
• Flexibility to work varied hours and availability for on-call support as required.
• Willingness to work 3rd shift: Wednesday to Sunday, 11:00 PM - 7:00 AM (shift concludes Saturday at 7:00 AM).
• Limited travel may be required (up to 4 times per year).
  
  

Qualifications

• Active DoD Secret Clearance is mandatory.
• Security+ CE certification (must be willing to obtain after starting).
• Experience with Service Delivery and Incident Management processes is essential.
• Flexibility regarding work hours and on-call responsibilities is required.
  
  

Company Culture And Values

We pride ourselves on fostering a collaborative and inclusive work environment that values diversity and promotes excellence. Our commitment to service delivery and teamwork is evident in every project we undertake.

Career Growth Opportunities

Joining our organization opens the door to numerous professional development opportunities, allowing you to expand your skillset and advance your career within the government contracting sector.

Employment Type: Full-Time