System Analyst II (Night Shift - Remote) - 4X10 work schedule

Herndon, VA
Work Type: Remote
  • Job Category: Information Technology
  • Travel: None
  • Clearance: Public Trust
  • Req ID: 2024-3826

Overview

Job Summary:

Cloud Lake Technology is looking for a System Analyst II. To join our team of outstanding professionals, apply today!

Job Responsibilities:

  • Performs site updates as required, achieving 95% accuracy.

  • Identifies, triages, and resolves all reported incidents (24x7x365) across major platforms hosting hundreds of sites used worldwide, following the established incident management process and completing the Incident Report as required.

  • Trains end-users to perform the resolution steps through self-service, or by another area, such as AWS Platform Operations., based on Cloud Lake's organizational structure and separation of duties principles in place.

  • Works closely with end users to implement change requests on their websites, this can include importing content, reorganizing content and providing guidance on the placement and formatting of content.

  • Communicates, plans, schedules, documents, and manipulates data (spreadsheet and databases) for existing metrics and program related issues as needed.

  • Performs and conducts research of potential resolution of technical issues.

  • Works closely with AWS Platform Engineering, Security, and Development teams to incorporate customer feedback and address key support and usability concerns for customers.

  • Performs manual changes required after a production push of new development.

  • Assists in the development and implementation of internal knowledge base.

  • Communicates and interacts effectively with internal and external partners including but not limited to, 3rd party support team, Government customers, and system users.

  • Analyzes, reviews, measures, and reports on Service Level Performance against agreed upon SLAs and provide ongoing recommendations for process improvement.

  • Evaluates tools, best practices, technologies, and approaches to service delivery problems / issues for incorporation into the overall service management policies and procedures.

  • Administers and maintains the service 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.

  • Maintains and adheres to the established standard operating procedures.

  • Other Duties as assigned.

Qualifications

Minimum Qualifications:

  • Bachelor’s degree, 4+ years of military active duty, or relevant experience in a technical or analytical field.

  • Proficiency with HTML.

  • Experience with WordPress required.

  • Ability to obtain a Public Trust.

  • Strong written and verbal communication skills.

  • Strong troubleshooting and conflict resolution skills.

  • Ability to work flexible hours and be on-call.

  • Experience with image editing software, Adobe product suite a plus.

  • Current or (Ability to obtain upon start) Security+ or Network+.

  • Demonstrated experience with Service Delivery / Incident Management Process.

  • This position requires schedule flexibility and the ability to cover other shifts when necessary.

Job: Information Technology

Travel: None

Organization: Cloud Lake

Clearance: Public Trust

Work Type: Remote

Remote: Yes

ReqID: 2024-3826