Senior Federal IT Support Analyst (Tier II/III)

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. #J-18808-Ljbffr General Dynamics Information Technology