remotenow.mysmartprosnetwfh

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Job Overview We are looking for a motivated and detail-oriented Associate Systems Analyst to join our dynamic team in providing exceptional support to our government client. In this critical role, you will play a vital part in the Emergency Management (EM) Service Delivery and Service Level Agreement (SLA) Management processes for Army EM initiatives spanning over 80 military installations... globally. Candidates must hold an active DoD Secret Clearance and possess a combination of education and experience that illustrates a strong grasp of IT service management, incident management, and problem resolution methodologies. Key Responsibilities • Oversee the operation and upkeep of Defense EM Mass Warning Notification, E-911, and Audio Visual Notification Systems, ensuring efficient management of relevant hardware, software, and procedures. • Deliver prompt and expert incident management services, in accordance with SLA metrics and Key Performance Indicators established by the program. • Document, coordinate, and troubleshoot technical inquiries and reported incidents from Emergency Responders regarding system issues. • Address concerns related to system response times, security incidents, access challenges, and software usage inquiries. • Facilitate end-user training on self-service resolution protocols or liaise with associated areas such as security and systems administration. • Manage communication, planning, scheduling, and data management for existing metrics and EM-related concerns. • Conduct research to identify potential solutions for technical challenges. • Resynchronize/reinitialize tokens and smart cards, addressing access control issues within EM systems. • Work collaboratively with Engineering, Security, and Systems Administration teams to integrate customer feedback and resolve support and usability issues. • Effectively engage with internal and external stakeholders, including third-party support teams and government clients. • Analyze and report on Service Level Performance against agreed SLAs, providing insights for process enhancements. • Evaluate tools, best practices, and technologies relevant to EM service delivery challenges to improve service management policies and procedures. • Administer and maintain the ticket management tool, ensuring quality documentation and resolution of reported incidents. • Ensure compliance with applicable laws and regulations. • Maintain standard operating procedures. Required Skills • Active DoD Secret Clearance is required. • Security+ CE certification (must be willing to obtain after starting). • Understanding of or a willingness to learn Emergency Management systems (E911, MWN, etc.). • Proven experience with Service Delivery and Incident Management processes. • Strong communication skills, both written and verbal. • Excellent troubleshooting and conflict resolution skills. • Flexibility to work an array of hours and be available on-call as required. • Limited travel may be necessary (0 - 4 times per year). • Availability to work 3rd shift: Wednesday to Sunday, 11:00 PM - 7:00 AM (shift concludes Saturday at 7:00 AM). • May be required to work other shifts as needed. Qualifications • An active DoD Secret Clearance is essential. • Demonstrated experience in IT service management, incident management, and problem resolution is necessary. • A relevant degree in Information Technology or a related field is preferred but not mandatory. Career Growth Opportunities This position offers significant opportunities for professional growth through hands-on experience with Emergency Management systems and exposure to various IT service management processes. Employees are encouraged to pursue relevant certifications that enhance their professional skill set. Company Culture And Values Our organization fosters a collaborative and inclusive work environment that values teamwork, dedication, and a commitment to excellence in serving our clients. We are an equal opportunity employer and compliance with all applicable federal, state, and local fair employment practices laws. Employment Type: Full-Time Apply Job!