Functional Analyst - Level II

Functional Analyst – Level II

Analyzes user needs to determine functional and cross-functional requirements. Performs functional allocation to identify required tasks and their interrelationships. Identifies resources required for each task. Performs functional analysis to identify required tasks and their interrelationships. Possesses expert knowledge and experience in the requirements and integration. Works with engineers on systems integration. Provides daily supervision and direction to support staff.

Education & Experience Levels

Level - Knowledge/Skill Description - Minimum Education - and/or - Minimum Experience

II - Possesses and applies expertise on multiple complex work assignments which are broad in nature, requiring originality and innovation in determining how to accomplish tasks. Has the ability to apply a comprehensive knowledge across key tasks and high impact assignments. Plans and leads major technology assignments. Evaluates performance results and recommends major changes affecting short-term project growth and success. Functions as a technical expert across multiple project assignments. May supervise others. - Associate's Degree or higher - and/or - 5-15 years

Job Description:

CSRA, a Federal marketplace leader in next-generation IT solutions and professional services, is seeking highly qualified and motivated IT professionals like you who are eager to contribute to our critical Homeland Security missions. For the Department of Homeland Security (Client), Office of Biometric Identity Management (OBIM, formerly US-VISIT), CSRA performs operations and maintenance (O&M) of the Automated Biometric Identification System's (IDENT) production and non-production environments and associated business systems. In support of this effort, CSRA provides Task Order Management, Datacenter Operations, Disaster Recovery/Continuity of Operations, System Management and Monitoring, Service Request Management, Technology Analysis, and Non-production Support (to include Program Support Systems and Transition). CSRA is excited to offer you a unique opportunity to join a best performing O&M team supporting one our nation's most critical homeland missions – the storage and processing of biometric and associated biographic information for national security, law enforcement, immigration and border management, intelligence, background investigations, and associated testing, training, management reporting, planning and analysis. Senior Knowledge Analyst in support of Department of Homeland Security, Office of Biometric Identity Management, Service Desk, providing 24 x 7 x 365 support operations to Client and other federal agencies as directed. Responds to external and/or internal customers, answering product or service-related questions as directed. Provide customer assistance and problem resolution to a wide variety of customers across business areas. Responds to non-routine customer calls, email and web inquires, providing a single point of contact for problems.

Essential Responsibilities:

• Captures published intellectual capital and knowledge assets, classifies, tags and prepares assets for inclusion in the knowledge base.
• Responds to need(s) and promotes relevant knowledge assets to defined populations.
• Assists customers in resolving technical problems, and/or refers more complex technical problems through a defined escalation process.
• Conducts follows up actions with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
• Links routine information in databases, historical records, and employee's knowledge base to the knowledge management portal to ensure company information needs are met.
• Attends to details and reviews content of knowledge management to ensure accuracy and applicability.
• Develops and maintains moderately complex to complex knowledge assets/objects in web-based knowledge repositories leveraging templates and containers.
• Works with employees, teams, knowledge communities and expert groups to ensure appropriate work and experience is submitted for knowledge reuse.
• Serves as point of contact for routine to moderately complex knowledge needs and for deployment of knowledge tools and processes to ensure company information needs are met.
• Coordinates and maintains routine content, tools, and change management delivery channels for knowledge management environment to ensure consistency across channels.

Required Skills / Qualifications:

• Candidate must have advanced writing, troubleshooting skills, excellent communication skills, and availability to work various shifts.
• Strong Remedy skills and writing skills
• Strong problem solving skills
• Ability to manage time; work on a team or independently
• Strong Customer relation and leadership skills
• ITIL Foundations (Desired)