User Support Specialist

Location: Bethesda, MD

Category: Cybersecurity Engineer

Travel Required: No

Remote Type: Hybrid

Clearance: Top Secret/SCI

As an User Support Specialist on our team, you will play a critical role in ensuring the platform is built to maximize mission outcomes, is user-friendly, and adheres to IC standards, policies, and practices.

We integrate off the shelf and new development efforts to sustain and enhance existing architecture and by leveraging cloud-based computing, artificial intelligence (Al), machine learning (ML) and cross-domain transfer systems to provide cutting edge requirements management, task coordination, data exploitation, enrichment, triage, and analytics capabilities to Defense and Intelligence Community members. Our program advances the state of the art in mission-focused big data analytics tools and micro-service development spanning the breadth of Agile sprints to multiyear research and development cycles. While the work is primarily conducted on-site at our client location in Bethesda, MD, we offer a flexible schedule and, occasionally, some tasks may be performed remotely. Percentage of remote work will vary based on client requirements/deliverables.

As the team's User Support Specialist you will provide software familiarization and discovery tradecraft to enable Intelligence Community (IC) users to search for and retrieve relevant data to support intelligence analysis and operations. To do this successfully you will proactively collaborate with team members, customer staff, and IC Users to understand requirements, the novel application and use of technology, and to develop and apply outcome-based approaches. This is a great position for a current or former intelligence analyst or intelligence instructor that is driven to 1) help others, 2) develop tradecraft, 3) solve problems, 4) and is enthusiastic, friendly, and enjoys working with people.

As a User Support Specialist, you will work collaboratively with data scientists, technologists, and program leadership with a focus on the following task areas:

Ability to become a POSTMAN power user to support the discovery of critical intelligence insights.

Proactively collaborate with POSTMAN team members, customer staff, and IC Users to understand requirements, the novel application and use of technology, and to develop and apply outcome-based approaches

Provide subject matter expertise of platform use and discovery tradecraft, through in-person and virtual customer outreach and engagement.

Build professional relationships to enable the use of novel technologies and tradecraft to discover, retrieve, and incorporate relevant data in finished intelligence products.

Identify and pursue opportunities to increase user adoption of the POSTMAN software and relevant data.

Create POSTMAN training and familiarization material to support Users.

Document and communicate user requirements to POSTMAN development teams.

Collect and analyze metrics to refine user engagements and improve data discovery.

To be successful in this role you need (required):

An active TS/SCI clearance with ability to obtain a Polygraph.

A Bachelor's Degree and minimum 8 years of related experience working with, or as, an all-source intelligence analyst. Directly related experience as a military intelligence analyst may be considered in lieu of Bachelor's Degree.

Experience working with Intelligence Community and Law Enforcement Agencies.

Experience with creating user guides and training end users for software platforms.

The ability to perform well in a dynamic, fast-paced environment.

To enjoy and excel at solving complex problems to support real-world National Security missions.

To enjoy working directly with teammates and customers to understand requirements to develop and implement solutions.

To be self-motivated, creative, and organized.

The ability to clarify and accomplish tasks on time, under limited supervision.

The ability to exercise good professional judgement that results in building relationships and negating or resolving problems.

Excellent written and verbal communication skills.

You will wow us even more if you have some of these:

Experience providing technical training for IC tools or technologies.

Experience using Elasticsearch/Kibana or data visualization software (Tableau, ArcGIS, Analyst Notebook).

Data analytics experience.

Experience engaging with Senior Executive Service civilians and equivalent Military ranks.

Experience working Russia, China, Iran, and North Korea issues.

High proficiency with Microsoft Office products, Sharepoint, Atlassian Products (Jira and confluence)

Who We Are

Sunayu, LLC serves as a premier technology partner to the Defense and Intelligence communities, delivering mission-critical engineering solutions across the nation. Our operations are anchored in a commitment to trust, accountability, and ethical transparency, ensuring the high-performance outcomes necessary to protect our country's most vital interests.

Culture

Our strength lies in our community: Our team prioritizes collaboration, professional growth, and encourages open communication. At Sunayu, we don't just secure the mission—we grow together.

Career Development

We support and encourage our team members to continue their professional growth by providing company-reimbursed training and continuing education of up to $5,000 per year. We also participate in many industry conferences and events where we share our expertise and experiences.

Pay Rate

Salary range considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, education/ training, key skills, as well as market and business considerations when extending an offer.

Benefits

• 3 Medical Plan Options
• Dental and Vision
• FSA, DCFSA, HSA
• Life/AD&D Insurance
• Short-Term & Long-Term Disability
• Employee Assistance Program (EAP)
• Training and Educational Assistance
• Paid Time Off (PTO)
• 11 Federal holidays
• 401k plan with up to a 6% match (100% immediate vesting)

Equal Opportunity Employer

Sunayu, LLC is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran status, disability status, marital status, genetic information, medical condition, or any other characteristic protected by law.