Functional Support Analyst
About The Position
The candidate will be expected to provide dedicated Tier II and Tier III support. This includes coordinating with the government to review work requests for priority, authorization, and acceptance, and developing solutions in accordance with AOUSC Department of the Chief Information Officer (DCIO) policies and procedures. The role involves testing solutions to ensure high quality, providing SME recommendations for cost savings and process improvements, and utilizing shared SDLC resources like ServiceNow, Jira, SharePoint, Gitlab, Fortify, IB Kojak FAP 60, and Sonatype. The analyst will also be responsible for updating all applicable documentation, providing solution approach artifacts and demos for approval, proactively managing support tasks to resolution with daily status updates, monitoring and responding to tickets, tracking ticket trends, and generating user reports. Additionally, the position requires coordinating and supporting various security tasks, creating and updating knowledge solutions with PSG, Vendor, and O&M groups, supporting test activities, and creating knowledge base articles, job aids, procedure documents, and electronic learning modules.
Requirements
- 10 + years of related experience
- Bachelor’s degree in a relevant field and 10+ years of experience, or a Master’s degree in a relevant field and seven plus years of experience.
- Working knowledge of IT tracking tools, preferably ServiceNow and Jira.
- Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.
- Understanding of IT practices, service management, governance frameworks, and industry standards (i.e., ITIL, ITSM, COBIT, ISO).
- Proficiency in business tools, such as, Word, Excel, Power-Point, Visio, SharePoint, Teams, etc.
- Excellent written and verbal skills.
- Ability to work independently with limited guidance or oversight.
- Ability to analyze complex data and present findings in a clear and easily understood manner.
- Ability to present recommendations for consideration and influence as needed.
Nice To Haves
- Five (5) plus years of relevant Tier II and Tier III support experience with medium-to-large enterprise applications within the federal government.
Responsibilities
- Provide dedicated Tier II and Tier III support.
- Coordinate with the government to review work requests for priority, authorization, and acceptance.
- Develop solutions in accordance with AOUSC Department of the Chief Information Officer (DCIO) policies and procedures.
- Provide testing of solutions to ensure high quality of product delivered for acceptance.
- Provide SME recommendations in work execution to provide cost savings and process improvements.
- Use the shared SDLC resources provided by the DCIO including but not limited to ServiceNow, Jira, SharePoint, Gitlab, Fortify, IB Kojak FAP 60 and Sonatype.
- Update all applicable documentation as needed as a result of your work. This includes SOPs, system diagrams, etc.
- Provide solution approach artifacts and demos prior to execution for review and approval by the DCIO.
- Proactively manage support tasks to resolution including coordination with respective support team and customers and document the tasks status daily.
- Monitor, respond to tickets, track ticket trends and generate various user reports (error, permissions, access, audit, etc.).
- Coordinate and support various security tasks with Infrastructure and Security and Data Integration Staff.
- Create, update various knowledge solutions along with PSG, Vendor and O&M groups.
- Coordinate and support various test activities with supporting Testing Services Division.
- Create Knowledge base articles, Job aids, procedure documents and electronic learning modules.
Benefits
- Variety of medical plan options, some with Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match
- Full flex work weeks where possible
- Variety of paid time off plans, including vacation, sick and personal time, holidays
- Paid parental leave
- Paid military leave
- Paid bereavement leave
- Paid jury duty leave
- Short and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
