Functional Support Analyst

Clearance Level
Functional Experts
Washington, District of Columbia

REQ#: RQ104234

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

Duties and Responsibilities:

The candidate will be expected to provide dedicated Tier 2 and Tier 3 support as outlined below:

  • Coordinate with the government to review work requests for priority, authorization, and acceptance.
  • Develop solutions in accordance with US Courts and ASO policies and procedures.
  • Provide testing of solutions to assure high quality of product delivered for acceptance.
  • Provide SME recommendation in work execution to provide cost savings and process improvements to the government.
  • Use the shared SDLC resources provided by the AO including but not limited to Jira, Confluence, SharePoint, Gitlab, Fortify, IB Kojak FAP 60 and Sonatype.
  • Update all applicable documentation as needed as a result of your work. This includes SOPs, system diagrams, etc.
  • Provide solution approach artifacts and demos prior to execution for review and approval by the government.
  • Proactively manage support tasks to resolution including coordination with respective support team and customers and document the tasks status daily.
  • Monitor, respond to tickets, track ticket trends and generate various user reports (error, permissions, access, audit).
  • Support FTS Operational state activities with various court units during Pilot implementation.
  • Coordinate and support various security tasks with Infrastructure and Security and Data Integration Staff.
  • Create, update various knowledge solutions along with PSG, Vendor and O&M groups.
  • Coordinate and support various test activities with supporting Testing Services Division.
  • Create Knowledge base articles, Job aids, procedure documents and electronic learning modules.

Desired Qualifications, Experience, and Competencies:

  • Five (5) plus years of relevant Tier 2 and Tier 3 support experience in medium to large enterprises or the federal space.
  • 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, Word, Excel, Power-Point, Visio, SharePoint, Teams, etc.
  • Excellent written and verbal skills.
  • Ability to work independently with limited guidance or oversight.
  • 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 IT tracking tools, preferably Jira.

Education and Certification Requirements:

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

This position requires being fully vaccinated against COVID-19 by January 18, 2022 or the start date, if after January 18. Individuals who work in or reside in Texas or Montana or work outside of the United States may be excluded from this requirement.

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.