Senior Associate Systems Analyst

Libby, MT
Work Type: On-Site
  • Job Category: Information Technology
  • Travel: None
  • Clearance: SECRET
  • Req ID: 2024-10962


Job Summary:

Compass Point is looking for an Associate Systems Analyst to join our team supporting US Army Corp of Engineers. In this role, you will be a part of an enterprise IT Service Delivery and Service Level Agreement (SLA) Management process for USACE locations. Candidate must possess active DoD secret clearance and a combination of education and experience demonstrating an understanding of IT service management, incident management, and problem resolutions process, or equivalent. Veterans encouraged to apply.


Job Responsibilities:

  • Utilizes Information Technology Infrastructure Library (ITIL) practices for IT Service Management (ITSM) that focuses on solutions that have an integrated, enterprise-wide focus to deliver shared IT services that align USACE OCIO/G-6 services with the needs of its customers and end users.

  • Supports overall sustainment operation of USACE Systems including the management, operation, as well as user-side support of associated hardware, software, peripheral equipment, as well as service management processes. Utilize and demonstrate expert understanding of the knowledge required for each.

  • Provides 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. Ensure on-time delivery and execute all aspects of desktop engineering technical assistance and support.

  • Documents, coordinates, and troubleshoots technical questions and reported incidents from users 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 Cloud Lake’s organizational structure and separation of duties principles in place.

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

  • Performs and conducts research of potential resolution of technical issues. Provide knowledge management support by updating and maintaining a knowledge base for investigating, diagnosing, and resolving incidents as applicable.

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

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

  • Facilitates increased communication for resolution of system or security related incidents

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

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

  • Administer sand maintains 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. Identify, log and track user issues, software conflicts and hardware device conflicts through IT incident ticketing system; provide resolution and/or escalate for assistance.

  • Supports deployment of integrated solutions, including scheduling, provisioning, imaging, patching, securing, sanitizing, testing, tracking, distribution, storage, and transportation of assets.

  • Provides support for USACE COOP activities and USACE-approved training for new technology deployment at CONUS and OCONUS locations.


Minimum Qualifications:

  • Bachelor’s degree in technical discipline or equivalent (relevant professional experience or military service is an acceptable substitute) and 3+ year of relevant professional experience.

  • Active DoD Secret Clearance is required.

  • DoD 8570 compliant: A+, Security+.

  • Demonstrated experience with IT Service Delivery / Incident Management Process in a large enterprise (supporting Windows O/S, Servers, Active Directory, VOIP, etc.).

  • Strong written and verbal communication skills.

  • Strong troubleshooting and conflict resolution skills.

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


Job: Information Technology

Travel: None

Organization: Compass Point

Clearance: SECRET

Work Type: On-Site

Remote: No

ReqID: 2024-10962