Electronic Surveillance System Analyst (Active Top Secret Required) - $5,000 referral bonus
- Job Category: Information Technology
- Travel: No
- Clearance: TS
- Shift: Variable
- Req ID: SAV05079
SAVA is looking for an Electronic Surveillance System Analyst to join our team supporting the Federal Bureau of Investigation. In this role, you will be a part of an overall Electronic Surveillance Service Delivery and Service Level Agreement (SLA) Management process for the FBI National Domestic Communications Assistance Center. Candidate must have law enforcement experience and be able to obtain and maintain a Top-Secret clearance. Must have a combination of education and experience demonstrating an understanding of law enforcement and IT service management, incident management, and problem resolutions process, or equivalent.
Support operations of National Domestic Communications Assistance Center (NDCAC) Technical Resource Group (TRG) including the management, operation, and maintenance of associated hardware, software, and processes. Utilize and demonstrate expert understanding of the knowledge required for each area.
Provide timely and expert incident management services in strict adherence to the Service Agreement Level (SLA) metrics and Key Performance Indicators set forth by the program.
Document, coordinate, and answer technical questions and reported incidents from Emergency Responders that report system problems or incidents. Problems may include poor system response time, potential security incidents, inability to access system resources, or questions on the use of a specialized software. The Associate Systems Analyst may alternatively train end-users to perform the resolution steps through self-service, or by another area, such as the security administration, systems administrator, etc., based on SAVA's organizational structure and separation of duties principles in place.
Coordinate with the PM/TL to ensure problem solution and user satisfaction. Make recommendations, if needed for improvement or corrective action.
Assist PM/TL with the preparation of status reports and presentation on staff schedules, call volume and ticketing statistics.
Administer and maintain the ticket management tool and promote the proper use of the tool to ensure each user experience quality / reported incident is properly documented, monitored, resolved, and evaluated.
Assist end user with accessing NDCAC services and support.
Applies advanced diagnostic techniques to identify problems, investigate causes and recommend solutions; provides network troubleshooting and support; may participate in the administration and design of websites/SharePoint sites.
Acts as the first POC to interact with the NDCAC’s federal, state and local LEO contacting the NDCAC for assistance.
Evaluates requests for assistance and provides appropriate level of help to the LEO until the issue is resolved or the question answered.
Provides assistance by disseminating appropriate LES information to LEOs and directing recourses which includes: CSP points of contact, best practices, white papers, processes and procedures.
Assist other NDCAC personnel with problems or issues.
Support customer requests based on Service Level Agreement’s.
Perform and conduct research of potential resolution of technical issues.
Work closely with Engineering, Security, and Systems Administration teams to incorporate customer feedback and address key support and usability concerns for customers.
Communicate and interact effectively with internal and external partners including but not limited to, 3rd party support team, Government customers, and system users.
Evaluate tools, best practices, technologies, and approaches to service delivery problems / issues for incorporation into the overall service management policies and procedures.
Maintain standard operating procedures.
Active Top Secret (TS) Clearance.
Bachelor’s degree or equivalent specialized experience
Work experience related to law enforcement criminal investigations involving the collection and analysis of communications records.
Must possess skills and understanding to support customer requests based on Service Level Agreement’s
Thorough knowledge of Microsoft Office software suite (MS Word, Excel, etc.)
Requires excellent analytical skills and technical competence in a law enforcement context
Possesses good, positive and customer-oriented attitude along with demonstrated oral and written communications skills.
Familiarization with telecommunication and Internet communication technologies and/or law enforcement legal demand processes and procedures regarding the lawful collection of data.
Must have at least three years of hands-on job-related experience in two or more of the following specialized experiences:
Analysis of Communications Service Provider (CSP) communications records (i.e. Call Detail Records - CDR)
Experience with implementing and managing CALEA voice and broadband related ELSUR solutions, knowledge of CALEA protocols, intercept solutions and commercial CALEA collection systems
Legal aspects of real-time lawfully authorized intercepts for voice, messaging and broadband communications
Lawful intercept collection systems hardware and software for voice, messaging and broadband communications
Telecommunications and advanced communications services and applications
Geo-location, geo-spatial technology and commercial locations services analysis
Investigative or analytical experience specific to social media platforms and open-source investigations and analysis
Internet and computer networking technologies