NANA Regional Corporation Associate Systems Analyst in Sterling, Virginia
Associate Systems Analyst
Associate Systems Analyst
Cloud Lake is a provider of services to today’s Big Data and Cloud market with one crucial difference: our services are highly-specialized, data-centric services. This enables us to focus laser like on helping our government and commercial customers quickly and cost effectively harvest, analyze and leverage the greatest possible value from the increasingly vast amounts of data they are acquiring and need to manage.
Cloud Lake’s strategic partners include leaders in virtually every area of IT strategy, implementation and management.
Cloud Lake Technology is looking for an Associate Systems Analyst to join our team supporting one of our current government customers. In this role, you will be a part of an overall Emergency Management (EM) Service Delivery and Service Level Agreement (SLA) Management process for the Army EM efforts across 80 military installations worldwide. 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.
Duties & Responsibilities
Emergency Management Associate Systems Analyst shall perform the following duties including but are not limited to:
Support overall sustainment operation of Defense EM Mass Warning Notification, E-911, and Audio Visual Notification Systems including the management, operation, and maintenance of associated hardware, software, and processes. Utilize and demonstrate expert understanding of the knowledge required for each.
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 troubleshooting 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 Cloud Lake’s organizational structure and separation of duties principles in place.
Communicate, plan, schedule, document, and manipulate data (spreadsheet and databases) for existing metrics and EM related issues as needed.
Perform and conduct research of potential resolution of technical issues.
Resynchronize/reinitialize tokens and smart cards, and resolves other problems with the EM systems access control.
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, 3rdparty support team, Government customers, and system users across 80 installations worldwide.
Facilitate increased communication for resolution of system or security related incidents.
Analyze, review, measure, and report on Service Level Performance against agreed upon SLA and provide ongoing recommendations for process improvement.
Evaluate tools, best practices, technologies, and approaches to EM service delivery problems / issues for incorporation into the overall service management policies and procedures.
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.
Demonstrate compliance with applicable laws and regulations.
Maintain standard operating procedures.
Active DoD Secret Clearance is required
Security (must be willing to obtain after beginning job duty)
Knowledge of / willingness to learn Emergency Management systems (E911, MWN, etc.)
Demonstrated experience with Service Delivery / Incident Management Process
Strong written and verbal communication skills
Strong troubleshooting and conflict resolution skills
Ability to work flexible hours and be on-call
May require a limited travel (0 - 4 times a year)
Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, veteran status, sexual orientation, or any other legally protected status.
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We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.
In order for our company to stay compliant with government regulations, please apply on line. Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.
Job: Information Technology
Primary Location: US-VA-Sterling
Shift: Night Job
Req ID: CLO00202