Annapolis Junction, Maryland, USA
Business System Analyst
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI with Polygraph
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
What You’ll Get to Do:
You will get to directly support mission. 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 (SOPs) and documented AEA Outreach Service Level Agreements (SLAs)
Responds to complicated user questions
Escalate complex system questions to Tier II & III Support and appropriate Government stakeholders
Escalate complex issues within the SD Outreach Team
Monitor the health and status of current AEA systems
Prepare routine metrics and system availability reports
Identify common user challenges and work with development teams, UX teams, and product leads
Shall maintain and update the ticket tracking tool
Create metrics reports for system availability as well as user support
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
Create additional SOPs as needed to perform corrective maintenance
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
Work in a collaborate environment
You’ll Bring These Qualifications:
SIGINT experience using mission analytic tools
3 years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities
High school diploma or equivalent required
Understanding of product workflows in an operational setting
These Qualifications Would be Nice to Have:
Bachelor’s degree from an accredited university is highly desired
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
What We Can Offer You:
– We’ve been named a Best Place to Work by the Washington Post.
– Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
– We offer competitive benefits and learning and development opportunities.
– We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
– For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
TS/SCI with Polygraph
CACI / Equal Opportunity Employer
JBCAC 283001 2023.07.16
Top Secret with Polygraph Required, CLZTS, CLZCI, — SKUUU, MD_ANNAPOLIS JUNCTION MD_MARYLAND ZC20755 ZC207Z