Project Analyst Lead

General Dynamics Information Technology • Washington, DC

17h • Remote

About The Position

GDIT is hiring a Project Analyst - Lead to support ongoing project, change, and user management efforts while also overseeing a team of project analysts and support assistants providing technical support to a federal agency. The Project Analyst - Lead will manage small technical projects and is responsible for identifying, tracking, resolving, and/or escalating reported technical issues to appropriate resolver groups.

Requirements

• Requires a BA/BS in computer science, information technology, or a related field with at least 5 years of related experience.
• Knowledge of System Development Life Cycle (SDLC) and experience in IT project management and methodologies, including Agile/SCRUM.
• Experience utilizing a Customer Relationship Management system (Salesforce, ServiceNow, etc.).
• Robust customer service skills are required.
• Strong analytical and problem-solving skills.
• Strong interpersonal skills for communicating with internal and external personnel of all levels.
• Ability to keep sensitive information protected.

Nice To Haves

• Previous experience leading team in a service desk or technical capacity preferred.
• Salesforce admin experience preferred.

Responsibilities

• Monitors help desk staff performance and progress towards annual goals, providing training and feedback as necessary.
• Provides oversight of the quality of work and deliverables rendered to the customer and user community.
• Conducts ongoing quality assurance reviews to ensure help desk staff members adhere to escalation and documentation requirements within support requests.
• Trains new staff in all aspects of support within the help desk team and internal GDIT processes.
• Stays abreast of technical roadmap and remains current on changing policies, processes, and delivery requirements within the Division of Technology, disseminating necessary information to GDIT help desk staff.
• Provides suggestions on process improvement and leads knowledge management efforts across the team.
• Regularly monitors and supports general professional development of team members, ensuring all staff possess the specific knowledge and expertise required to maintain compliance with service delivery thresholds and timelines.
• Reviews monthly reports.
• Approves and submits consolidated team reports within identified due dates monthly.
• Coordinates leave requests across the team, ensuring adequate coverage planning and communication as necessary.
• Evaluates trends and monitors dashboard analytics to ensure adherence to response time metrics.
• Supports stakeholders within the Division of Technology with project management tasks to ensure alignment with technical requirements and end user needs.
• Attends and organizes change management meetings, reviews, and assists in assessments and user notification, and tracks implementation.
• Supports IT governance processes and gate reviews.
• Leads SCRUM meetings when needed and supports the identification of blockers and solutions.
• Provides responsive, consistent, and reliable support to a customer base and user community providing mission critical support.
• Provides structured support for customer support requests and escalates to development and operations teams when appropriate.
• Establishes and maintains documentation requirements and logs all support requests into designated Service Console.
• Conducts troubleshooting of end user issues across designated platforms, escalating to identified resolver groups as needed.
• Works effectively with cross-functional teams to identify and resolve issues.
• Implements various projects, develops work plans, and ensures timely completion as required.
• Manages business applications and provides support to end users of designated systems.
• Performs system administration and user management tasks such as resolving access issues, processing name changes, and updating email information to facilitate system access.
• Other projects as assigned.

Benefits

• Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 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.
• To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave.
• To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees