Introduction to Our Company and Industry We are a leading provider of innovative solutions and services, dedicated to supporting our government clients in achieving their mission-critical objectives. Our organization operates at the forefront of the technology and defense industries, leveraging cutting-edge systems and methodologies to drive success. As a key player in the Emergency Management (EM) sector, we are committed to delivering exceptional support and expertise to our clients, ensuring the highest levels of service delivery and incident management. Job Overview We are seeking a highly motivated and detail-oriented Remote Associate Systems Analyst to join our dynamic team, providing critical support to our government client. In this vital role, you will play a central part in the EM Service Delivery and Service Level Agreement (SLA) Management processes for Army EM initiatives, spanning over 80 military installations globally. As a key member of our team, you will be responsible for ensuring the efficient management of relevant hardware, software, and procedures, while delivering prompt and expert incident management services in accordance with established SLA metrics and Key Performance Indicators.

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.

Essential Qualifications

• An 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.

Preferred Qualifications

• A relevant degree in Information Technology or a related field is preferred but not mandatory.
• Demonstrated experience in IT service management, incident management, and problem resolution is necessary.

Skills and Competencies

Required for Success To excel in this role, you will need to possess a unique blend of technical, analytical, and interpersonal skills. These include:

• Strong technical expertise in IT service management, incident management, and problem resolution.
• Excellent communication and interpersonal skills, with the ability to effectively engage with internal and external stakeholders.
• Proven analytical and problem-solving skills, with the ability to identify and resolve complex technical issues.
• Strong attention to detail and organizational skills, with the ability to manage multiple tasks and priorities.
• Flexi