Job Overview

We are searching for a motivated and dedicated Associate Systems Analyst to join our team, playing a pivotal role in supporting a government client. This position will significantly contribute to the Emergency Management (EM) Service Delivery and Service Level Agreement (SLA) Management processes for Army EM initiatives across over 80 military installations globally. Candidates must possess an active DoD Secret Clearance and demonstrate a combination of education and experience that reflects a strong understanding of IT service management, incident management, and problem resolution processes.

Key Responsibilities
• Support the comprehensive operation and maintenance of Defense EM Mass Warning Notification, E-911, and Audio Visual Notification Systems, ensuring effective management of related hardware, software, and procedures.
• Provide prompt and expert incident management services while adhering to SLA metrics and Key Performance Indicators outlined by the program.
• Document, coordinate, and troubleshoot technical inquiries and incidents reported by Emergency Responders regarding system challenges.
• Address issues related to system response times, security incidents, access problems, and software usage inquiries.
• Train end-users on self-service resolution procedures or collaborate with relevant departments such as security administration and systems administration.
• Facilitate communication, planning, scheduling, and management of data concerning existing metrics and EM-related issues as required.
• Conduct research to identify potential resolutions for technical issues.
• Resynchronize/reinitialize tokens and smart cards, addressing access control difficulties within EM systems.
• Collaborate with Engineering, Security, and Systems Administration teams to integrate customer feedback and address support and usability challenges.
• Engage effectively with internal and external partners, including third-party support teams and government clients.
• Analyze and report on Service Level Performance against established SLAs, offering recommendations for process enhancements.
• Evaluate tools, best practices, and technologies for EM service delivery challenges to improve service management policies and procedures.
• Administer and maintain the ticket management tool, ensuring effective documentation and resolution of reported incidents.
• Ensure compliance with applicable laws and regulations.
• Maintain standard operating procedures.

Required Skills
• Strong written and verbal communication capabilities.
• Exceptional troubleshooting and conflict resolution skills.
• Knowledge of or a willingness to learn Emergency Management systems (E911, MWN, etc.).
• Demonstrated experience with Service Delivery and Incident Management processes.
• Flexibility to work varied hours and be on-call as necessary.
• Limited travel may be required (0 - 4 times per year).
• Willingness to work 3rd shift: Wednesday to Sunday, 11:00 PM - 7:00 AM (shift concludes Saturday at 7:00 AM).
• Availability to work other shifts as needed.

Qualifications
• Active DoD Secret Clearance is essential.
• Security+ CE certification (must be obtained after employment commencement).

Career Growth Opportunities

Joining our organization presents a unique opportunity to advance your career in a dynamic and supportive environment, where continuous learning and professional development are prioritized.

Company Culture And Values

We are committed to fostering an inclusive workplace that values diversity and collaboration, empowering employees to thrive and contribute meaningfully to our mission.

Networking And Professional Opportunities

As part of our esteemed organization, you will have access to valuable networking opportunities and collaboration with industry professionals, enhancing your skills and career trajectory.

Employment Type: Full-Time