Experienced Remote Associate Systems Analyst for 3rd Shift Security Clearance Required - Emergency Management and IT Service Delivery Expert

Introduction to Workwarp and Our Mission

At Workwarp, we are dedicated to providing exceptional support to our government clients through innovative IT solutions and outstanding service delivery. As a leader in the industry, we are committed to fostering a collaborative and inclusive work environment that values teamwork, dedication, and a commitment to excellence. Our team is passionate about making a difference, and we are seeking a motivated and detail-oriented Associate Systems Analyst to join our dynamic team in providing critical support to our government client.

Job Overview

We are looking for an experienced Associate Systems Analyst to play a vital part in the Emergency Management (EM) Service Delivery and Service Level Agreement (SLA) Management processes for Army EM initiatives spanning over 80 military installations globally. As a key member of our team, you will oversee the operation and upkeep of Defense EM Mass Warning Notification, E-911, and Audio Visual Notification Systems, ensuring efficient management of relevant hardware, software, and procedures. Your expertise will be crucial in delivering prompt and expert incident management services, in accordance with SLA metrics and Key Performance Indicators established by the program.

Key Responsibilities

• Oversee the operation and upkeep of Defense EM Mass Warning Notification, E-911, and Audio Visual Notification Systems, ensuring efficient management of relevant hardware, software, and procedures.
• Deliver prompt and expert incident management services, in accordance with SLA metrics and Key Performance Indicators established by the program.
• Document, coordinate, and troubleshoot technical inquiries and reported incidents from Emergency Responders regarding system issues.
• Address concerns related to system response times, security incidents, access challenges, and software usage inquiries.
• Facilitate end-user training on self-service resolution protocols or liaise with associated areas such as security and systems administration.
• Manage communication, planning, scheduling, and data management for existing metrics and EM-related concerns.
• Conduct research to identify potential solutions for technical challenges.
• Resynchronize/reinitialize tokens and smart cards, addressing access control issues within EM systems.
• Work collaboratively with Engineering, Security, and Systems Administration teams to integrate customer feedback and resolve support and usability issues.
• Effectively engage with internal and external stakeholders, including third-party support teams and government clients.
• Analyze and report on Service Level Performance against agreed SLAs, providing insights for process enhancements.
• Evaluate tools, best practices, and technologies relevant to EM service delivery challenges to improve service management policies and procedures.
• Administer and maintain the ticket management tool, ensuring quality documentation and resolution of reported incidents.
• Ensure compliance with applicable laws and regulations.
• Maintain standard operating procedures.

Essential Qualifications

• An active DoD Secret Clearance is required.
• Security+ CE certification (must be willing to obtain after starting).
• Understanding of or a willingness to learn Emergency Management systems (E911, MWN, etc.).
• Proven experience with Service Delivery and Incident Management processes.
• Strong communication skills, both written and verbal.
• Excellent troubleshooting and conflict resolution skills.
• Flexibility to work an array of hours and be available on-call as required.
• Limited travel may be necessary (0 - 4 times per year).
• Availability to work 3rd shift: Wednesday to Sunday, 11:00 PM - 7:00 AM (shift concludes Saturday at 7:00 AM).
• May be required to work other shifts as needed.

Preferred Qualifications

• A relevant degree in Information Technology or a related field is preferred but not mandatory.
• Demonstrated experience in IT service management, incident management, and problem resolution is necessary.
• Previous experience working with government clients or in a similar industry is an asset.

Career Growth Opportunities and Learning Benefits

This position offers significant opportunities for professional growth through hands-on experience with Emergency Management systems and exposure to various IT service management processes. You will have the chance to work with a talented team of professionals who are passionate about delivering exceptional service and making a difference. Our organization encourages employees to pursue relevant certifications that enhance their professional skill set, and we provide opportunities for career advancement and professional development.

Work Environment and Company Culture

At Workwarp, we foster a collaborative and inclusive work environment that values teamwork, dedication, and a commitment to excellence in serving our clients. We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. Our team is passionate about making a difference, and we are committed to providing a positive and supportive work environment that allows our employees to thrive.

Compensation, Perks, and Benefits

We offer a competitive salary and a comprehensive benefits package that includes opportunities for professional growth and development. Our benefits package is designed to support the well-being and success of our employees, and we are committed to providing a positive and supportive work environment that allows our employees to thrive.

Conclusion

Are you ready for a challenging and rewarding career opportunity? Do you have a passion for IT service management and emergency management systems? If so, we encourage you to apply for this exciting opportunity to join our team as an Associate Systems Analyst. With your skills and experience, you can make a difference and contribute to the success of our organization. Apply now and let's discuss how you can become a vital part of our success story.

Apply now and take the first step towards a rewarding and challenging career with Workwarp. We look forward to hearing from you and exploring how you can contribute to our team's success.