Senior System Analyst (Active Top Secret with SCI eligibility required)
- Job Category: Information Technology
- Travel: No
- Clearance: TS/SCI
- Shift: Day Job
- Req ID: COM00549
Compass Point is looking for a Systems Analyst to join our team supporting USSOCOM. In this role, you will be a part of an enterprise IT Service Management (ITSM) process for USSOCOM locations across several networks and mission-critical applications. This position supports technical needs for services provided on SOCRATES, CENTRIX/BICES, NIPRNet, SIPRNet, and JWICS, and designated coalition networks, solicited by USSOCOM, its Component Commands, TSOCs, and deployed locations. Candidate must possess active DoD Top Secret/SCI clearance and DoDM 8570 certifications along with a combination of education and demonstrated experience/training on networks and applications specific to the SIE / USSOCOM enterprise (SOCRATES, CENTRIX/BICES, JWICS), IT service management, Information Technology Infrastructure Library (ITIL), and other relevant domains. Candidate must be able to work autonomously and exercise independent judgement on resolving complex technical issues without oversight as well as recommending creative/innovative ways to enhance the overall SIE ITSM. Must have excellent verbal and written communication skills. Veterans encouraged to apply.
Systems Analyst shall perform the following duties including but are not limited to:
Support overall sustainment operation of the SIE Systems including associated hardware, software, peripheral equipment, as well as service management processes. Work autonomously, by utilizing expert understanding of the domain knowledge, to resolve complex technical issues related to the SIE technologies: USSOCOM Research, Analysis, Threat and Evaluation System (SOCRATES), Combined Enterprise Regional Information Exchange System (CENTRIX) Battlefield Information Collection and Exploitation Systems (BICES), along with USSOCOM NIPRnet, SIPRnet, and JWICS.
Perform and conduct research of creative resolutions of technical issues. Create solutions and maintain a knowledge base for investigating, diagnosing, and resolving incidents as applicable.
Utilize 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 the SIE services with the needs of its customers and end users.
Analyze, review, measure, and report on Service Level Performance against agreed upon SLA and provide ongoing recommendations for process improvement. Communicate, plan, schedule, document, manipulate data, and create customized report/dashboard (spreadsheet, online databases, COTS/GOTS tools) for SIE enterprise IT metrics and SIE system health. Perform trend analysis of all current incidents and to identify risk management factor (RMF) findings.
Develop, document, and maintain SIE IT Standard Process and Procedures and IdAM procedures that adhere to USSOCOM policies, procedures, regulations, and directives.
Define requirements and parameters for conducting and measuring end-user satisfaction surveys. (e.g., frequency, types of questions, how the satisfaction measurement metrics is derived, etc.). Use agile methodologies to track, develop, and deploy solutions for each sprint.
Coordinate with outside SIE IT Support groups (e.g., maintenance technicians, help desks, etc.) in planning and managing all scheduled / planned system outages. Work closely with Network Operations Center, Security, and Engineering teams to incorporate customer feedback and address key support and usability concerns for end-users.
Facilitate and maintain ITSM Continuous Improvement program. Conduct regularly scheduled monthly meetings with IT Service Providers’ operational and technical leadership to review recommended ITSM solutions, determine impact on other IT Services Areas, identify any alternative solutions or additional opportunities, to minimize outages and services disruptions, and report on recommended solutions and trackable metrics to use in measuring success.
Support SIE support automation by designing, developing, and implementing features to existing Self-Help Support and service automation capabilities (knowledge base, online incident tracking tool, and processes) that enable end users to perform self-service of common user problems. Use agile methodologies to track automation requirements and develop/deploy them in increments. Monitor, review, and report on the effectiveness of automation capabilities and usage.
Engineer, deploy, and train on end-user self-help tools, including an Interactive Voice Response (IVR) and online portal. Develop and provide computer-based user training for automation technology currently deployed; research and develop recommendations for new innovative tools and processes to further automate and enhance end user experience.
Provide support for the SIE COOP activities and training for new technology deployment at CONUS and OCONUS locations.
Bachelor’s degree in technical discipline or equivalent (relevant professional experience or military service is an acceptable substitute) and 3-5 year of relevant working experience.
Active DoD Top Secret/SCI Clearance is required.
Must possess one or one of the following: A , Security , Cloud , ITIL.
Demonstrated experience with IT Service Management (ITSM) Process supporting SOCRATES, JWICS, CENTRIX/BICES, or similar large enterprise to the SIE.
Strong understanding of ITIL, agile methodologies, DoD Risk Management/Security policies.
Strong written and verbal communication skills.