Job Posting Title Business System Analyst
CACI International IncAbout the role
What You’ll Get to Do:
You will get to directly support mission. Provide direct user support and response to customers using AEA Tools for questions regarding account administration, system and network status. Support/interface with the Customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace.
More About the Role:
- Respond to system issues and perform first level corrective maintenance
- Enter issues via a problem tracking tool
- Follow and maintain current AEA Standard Operating Procedures (SOPs) and documented AEA Outreach Service Level Agreements (SLAs)
- Responds to complicated user questions
- Escalate complex system questions to Tier II & III Support and appropriate Government stakeholders
- Escalate complex issues within the SD Outreach Team
- Monitor the health and status of current AEA systems
- Prepare routine metrics and system availability reports
- Identify common user challenges and work with development teams, UX teams, and product leads
- Shall maintain and update the ticket tracking tool
- Create metrics reports for system availability as well as user support
- Assist in orienting, training, assigning, and checking the work of lower level employees
- Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests
- Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflicts
- Provide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise manner
- Create additional SOPs as needed to perform corrective maintenance
- Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues
- Provide customer follow up to ensure questions have been answered and collect feedback
- Work in a collaborate environment
You’ll Bring These Qualifications:
- SIGINT experience using mission analytic tools
- 3 years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities
- High school diploma or equivalent required
- Understanding of product workflows in an operational setting
These Qualifications Would be Nice to Have:
- Bachelor’s degree from an accredited university is highly desired
- Operational experience as an analyst preferred
- Familiarity with query languages
- Experience working with forward deployed users
- Experience providing direct user support and troubleshooting directly with the user
- Experience gathering requirements from users
- Experience providing overall process improvement and agile efficiencies supporting the existing customer base
- Experience with JIRA and Confluence
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Your potential is limitless. So is ou
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