Systems Engineer

Bigbear.ai•Columbia, MD

About The Position

This is an exciting opportunity to be a part of a large community of users of a recently upgraded suite of platforms. Provides an opportunity to work with both the user community as well as the customer while serving as a point of contact for assistance and becoming an experienced user of the system. Brief users at training sessions and customers as required. BigBear.ai is seeking a Systems Engineer. As a Systems Engineer, some of your duties will include providing help desk support, being the point of contact for any issues, training users on the platforms, and engaging with the diverse users of the various platforms. Additionally, you will be responsible for testing upgrades, helping the community build out the communities on the platforms, and engaging with the customer.

Requirements

9 Years of experience in Systems or IT related roles or a highly related field of work with similar scope and responsibilities
A Bachelor’s degree may be substituted for 4 years of experience and a Master’s Degree may be substituted for 6 years of experience
Must maintain an active TS/SCI with Poly

Nice To Haves

Supported system is based on the Drupal content management system (CMS)
The ability to do basic web troubleshooting
Understand HTTP status responses, recognize when an enterprise service or network outage might be the root cause of application errors
Strong oral and written communication skills, including experience briefing and training diverse audiences
Self-starter and motivated learner with the ability to quickly learn new platforms, tools, and technologies
Knowledge of community management concepts and best practices
Familiarity with the Intelligence Community mission, intelligence cycle, or similar enterprise collaboration environments
Ability to troubleshoot issues, coordinate with stakeholders, and “firefight” service or platform problems
Experience engaging users in online collaboration platforms and moderating forums or communities
Proficiency with Microsoft Office tools
Basic, working knowledge (or ability to learn) HTML, CSS, and JavaScript to support simple page design and user assistance

Responsibilities

Providing help desk support
Being the point of contact for any issues
Training users on the platforms
Engaging with the diverse users of the various platforms
Testing upgrades
Helping the community build out the communities on the platforms
Engaging with the customer
Serve as a resource on IC Spaces capabilities, configurations, and use cases for analysts, collectors, and other personnel
Train and brief users at all levels (working to senior leadership) through webinars, documentation, and live briefings
Actively engage communities by answering questions, monitoring discussions, and promoting constructive participation
Build, support, and improve community structures and groups; identify community owners and recommend structural or usability improvements
Capture, document, and communicate user requirements; submit, review, and provide feedback on enhancement and bug tickets
Maintain and update training materials, feature documentation, and release communications
Track and report community support metrics, help desk activity, and weekly/recurring program report