Functional Support Analyst

Clearance Level
Functional Experts
Washington, District of Columbia

REQ#: RQ92755

Travel Required: None
Public Trust: None
Requisition Type: Regular

General Dynamics Information Technology (GDIT) is a premier provider of high-tech IT solutions to the federal government IT market. Together as GDIT we collectively deliver cost-effective, next-generation IT solutions and services to the Department of Defense, the intelligence community, and federal civilian agencies as they modernize their information systems.

GDIT currently has a 60+ person team providing systems development, operational and infrastructure support, and application support to the Administrative Systems Office (ASO) of the Administrative Office of the US Courts. GDIT is currently seeking a candidate to provide business analysis/technical support for the Automated Collection Register (ACR) system and the Judiciary Electronic Travel System (JETS), both in support of the Administrative Systems Office (ASO), Administrative Office of the United States Courts. The ACR is a custom application that is built on a Linux, Apache, MySQL, PHP (LAMP) stack. It provides a next-gen web-based collections register application that will be the Judiciary’s unified automated collection and receipting system. This system will replace legacy cash register products that support district court and bankruptcy courts by replacing the current CR system with a web-based application consolidated into a single ACR database that has real time case lookup (Judiciary Integrated Financial Management System (JIFMS) and Case Management/Electronic Case Files (CM/ECF)) functionality via API. The Judiciary Electronic Travel System (JETS) is based on Apptricity’s Commercial-Off-The-Shelf (COTS), web-based Travel and Expense Management software. JETS allows Judiciary staff to create and route travel authorizations and voucher forms electronically. JETS provides calculations for travel costs based on information provided by the user such as dates and geographic location. These forms are then interfaced into the financial system, i.e., Judiciary Integrated Financial Management System (JIFMS), for recording obligations and disbursing payments. JETS is currently used by the AO and is being rolled out nationally. The judicial agencies include but are not limited to: Appellate Units, District Courts, Bankruptcy Courts, Bankruptcy Administrators, Probation, Pretrial Services, and Federal Public Defender units. This role involves working with all stakeholders (including business leaders and end users) to analyze business needs, working with the lead developer and the team to design appropriate solutions in an agile environment, and ensuring that solutions meet stakeholder expectations.

This position will support the following key areas for the system and for the organization –

  • User Support (Tier 2/Tier 3)
  • Product Owner (PO) Support
  • Technical / Operations Support, i.e., System Changes
  • Acceptance Testing

Duties and Responsibilities:

The candidate will be expected to provide dedicated technical support services as outlined below:

  • Critical issue response and resolution services. Assist the application support team with Tier 2 customer support to research and resolve items escalated from Tier 1.
    • Communicate and document progress of an issue in the various repositories/ticket tracking system (AO uses HEAT®SM, Atlassian Jira, Excel, etc.)
    • Liaise with members of the implementation team, select ASO/Business Office representatives, SDSO Testing Team, and the National Support Desk (NSD) Tier 1 Support Teams to resolve items and to collaborate on process and solutions.
  • Identify, research, and resolve reported issues surrounding the applications.
  • Provide Tier 3 Support, to include Application Support Team and system development teams as required to record and resolve software defects.
    • Provide severity code recommendations for identified defects/problem areas.
    • Monitor and respond to Tier 3 tickets.
  • Interface and integration management.
  • Support the JETS implementation team and the O&M Branch with roll out of the application.
  • Support various testing activities, either by performing system testing or supporting the Testing Services Division’s testing activities.
    • Support test event planning.
    • Support test scenario development.
    • Support test environment design.
    • Support test data development.
    • Support test script development.
  • Prepare after action reviews.
  • Develop and provide training products (including job aids, electronic learning modules, procedure guides) to support technical training.
  • Apply updates as needed to the Help Desk Knowledge Base, procedures or other sources of information used by the team
  • Assist in review of training materials created by the SDSO Training Division.
  • Support software releases
    • Assist in understanding and documenting requirements in Jira
    • Perform validations post release
  • Assist in communicating the requirements to the stakeholders and developers
  • Other duties as assigned.

Education and Certification Requirements:

Bachelor’s Degree in a relevant field and 10+ years of experience.

Desired Qualifications, Experience, and Competencies:

  • Five (5) plus years of technical support experience with a major federal IT system.
  • Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.
  • Understanding of IT practices, service management, governance frameworks, and industry standards (i.e., ITIL, ITSM, COBIT, ISO).  
  • Proficiency in business tools, such as, MS Word, Excel, Power-Point, Visio, SharePoint, Teams, etc.
  • Excellent written and verbal skills.
  • Ability to work independently and without adequate guidance.
  • Ability to analyze complex data and present findings in a clear and easily understood manner.
  • Ability to present recommendations for consideration and influence as needed.
  • U.S. Citizen or Green Card required.

Specialized Experience:

  • Working knowledge of help desk tracking tools, preferably HEAT
  • Working knowledge of IT tracking tools, preferably Jira.

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.