Functional Support Analyst

Duties and Responsibilities:

The candidate will be expected to provide dedicated Tier II and Tier III support as outlined below:

• Coordinate with the government to review work requests for priority, authorization, and acceptance.
• Develop solutions in accordance with AOUSC Department of the Chief Information Officer (DCIO) policies and procedures.
• Provide testing of solutions to ensure high quality of product delivered for acceptance.
• Provide SME recommendations in work execution to provide cost savings and process improvements.
• Use the shared SDLC resources provided by the DCIO including but not limited to ServiceNow, Jira, 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 DCIO.
• 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, etc.).
• 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 II and Tier III support experience with medium-to-large enterprise applications within the federal government.
• 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.

Specialized Experience:

• Working knowledge of IT tracking tools, preferably ServiceNow and Jira.

Education and Certification Requirements:

• Bachelor’s degree in a relevant field and 10+ years of experience are required, or a Master’s degree in a relevant field and seven plus years of experience.