Business System Analyst

$66,100 - $135,600/Yr

CACI International - Annapolis Junction, MD

Full-time

Annapolis Junction, MD

Professional, Scientific, and Technical Services

About the position

The Business System Analyst at CACI plays a crucial role in supporting mission operations by providing direct user support and addressing customer inquiries related to AEA Tools. This position involves troubleshooting system issues, maintaining standard operating procedures, and ensuring effective communication with users and government stakeholders.

Responsibilities

• Provide direct user support and response to customers using AEA Tools.
• 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).
• Respond to complicated user questions and escalate complex system questions to Tier II & III Support.
• 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.
• 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.
• Provide advice, guidance, and direction to other technical help desk technicians.
• Interact with the Government regarding Systems Engineering technical considerations.
• Provide first line communications to the customer CSC team.
• Create additional SOPs as needed to perform corrective maintenance.
• Provide data flow troubleshooting, network troubleshooting, and diagnosing software and hardware issues.
• Provide customer follow up to ensure questions have been answered.

Requirements

• 3 years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities.
• SIGINT experience using mission analytic tools.
• High school diploma or equivalent required.
• Understanding of product workflows in an operational setting.

Nice-to-haves

• 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 gathering requirements from users.
• Experience providing overall process improvement and agile efficiencies.
• Experience with JIRA and Confluence.

Benefits

• Healthcare benefits
• Wellness programs
• Financial benefits
• Retirement plans
• Family support programs
• Continuing education opportunities
• Flexible time off benefits