Associate Systems Analyst

24 hours ago

Sterling Heights, Michigan, United States AKIMA Full time

Job Title: Associate Systems Analyst

Job Summary:

We are seeking an experienced Associate Systems Analyst to join our team at Cloud Lake Technology. As a key member of our IT team, you will be responsible for supporting the overall sustainment operation of Defense EM Mass Warning Notification, E-911, and Audio Visual Notification Systems.

Responsibilities:

  • Supports the management, operation, and maintenance of associated hardware, software, and processes.
  • Provides timely and expert incident management services in strict adherence to the Service Level Agreement (SLA) metrics and Key Performance Indicators set forth by the program.
  • Documents, coordinates, and troubleshoots technical questions and reported incidents from Emergency Responders.
  • May train end-users to perform resolution steps through self-service or by another area.
  • Communicates, plans, schedules, documents, and manipulates data for existing metrics and EM related issues.
  • Performs research of potential resolution of technical issues.
  • Resynchronizes/reinitializes tokens and smart cards and resolves other problems with the EM systems access control.
  • Works closely with Engineering, Security, and Systems Administration teams to incorporate customer feedback and address key support and usability concerns.
  • Communicates and interacts effectively with internal and external partners.
  • Facilitates increased communications for resolution of system or security related incidents.
  • Analyzes, reviews, measures, and reports on Service Level Performance against agreed upon SLA and provides ongoing recommendations for process improvement.
  • Evaluates tools, best practices, technologies, and approaches to EM service delivery problems/issues for incorporation into the overall service management policies and procedures.
  • Administers and maintains the ticket management tool and promotes the proper use of the tool.
  • Demonstrates compliance with applicable laws and regulations.
  • Maintains standard operating procedures.

Qualifications:

  • Active DoD Secret Clearance is required.
  • Security+ CE (must be willing to obtain after beginning job duty).
  • Knowledge of / willingness to learn Emergency Management systems (E911, MWN, etc.).
  • Demonstrated experience with Service Delivery / Incident Management Process.
  • Strong written and verbal communication skills.
  • Strong troubleshooting and conflict resolution skills.
  • Ability to work flexible hours and be on-call.
  • May require limited travel (0 - 4 times a year).
  • Willing to work 3rd shift*: Wed-Sun 11:00 PM - 7:00 AM (This shift ends Saturday at 7AM)
  • May be required to work other shifts as needed.

Company Information:

Cloud Lake Technology is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.

Job Type: On-Site

Clearance: SECRET

Work Type: Full-time

Remote: No

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