Outreach SME 2 - (AEA Tools, JIRA, Confluence)
About The Position
Understanding product workflows in an operational setting. The team includes a Support Desk responsible for monitoring and sustaining operational systems that support the warfighter and other IC users in both Government and/or Contractor approved facilities, responding to system problems and customer inquiries in a timely manner, and satisfying the continued demands of the Tools. The team provides hands-on and mission specific expertise for each of the tools in the forms of training, direct user support, user communications, documentation, requirements vetting, and support to both development and operations for each tool. The team will provide Support Desk services to current operational systems and shall also support the transition and decommission activities of legacy capabilities. The Outreach Team is responsible for collecting and assisting in new architecture conceptualization of solutions.
Requirements
- Ten (10) years of experience as a System Engineer (SE) on programs and contracts of similar scope, type and complexity is required.
- Demonstrated experience in planning and leading Systems Engineering efforts is required.
- Bachelor’s degree in a technical or engineering related discipline from an accredited college or university is required.
- Four (4) years of additional SE experience may be substituted for a Bachelor’s degree.
Nice To Haves
- AEA Tools
- JIRA
- Confluence
Responsibilities
- Respond to system issues and perform first level corrective maintenance.
- Respond to complicated user questions.
- Provide advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests.
- Provide first line communications to the customer team to ensure appropriate operational awareness is available in a timely and concise manner.
- Follow and maintain current customer Standard Operating Procedures (SOPs) and documented Service Level Agreements (SLAs).
- Maintain and update the ticket tracking tool.
- 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.
Benefits
- 24 days PTO accrued annually
- 11 federal holidays
- 401k is 100% vested on your start date
- company makes a direct contribution worth 10% of your salary
- Akina covers 100% of healthcare costs for employees and 50% toward dependents
- educational assistance towards college classes
- cover costs associated with job related training and certifications
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What This Job Offers
Job Type
Full-time
Career Level
Senior
