Case Management Analyst-Journeyman - Cayuse Shared Services

Overview:

About the Company:

Cayuse Technologies launched in 2006 as a US-based alternative to offshore technology delivery centers, providing information technology solutions and subject matter expertise to our clientele. Cayuse focuses on federal markets and missions and is an SBA tribal 8(a) certified company. Cayuse brings significant past performance and excellent CPARS to its clients at an exceptionally competitive price. Cayuse's 41,000 sq. ft. technology delivery center is fully redundant and prepared to meet the needs of government. Our clients include DHS, DHA, DoS, USMC, US Army, HHS/Indian Health Service, Department of Interior, Bureau of Indian Affairs, Bureau of Indian Education, among many more.

 

Primary Focus

The Case Management Branch is the business owner for CISA’s incident report case management and workflows, and is responsible for the overarching process of ingesting, triaging, assigning, tracking, and closing incidents reported to CISA. The branch assigns cases to CISA components to work with affected entities and resolve the incidents. The branch conducts Quality Assurance and Quality Control on cases and the case management process while supporting activities to maintain and improve CISA’s case management processes, workflows, and incident reporting. The Case Management Branch manages the program and processes to obtain incident reports from covered entities that do not report covered cyber incidents or ransom payments to CISA. The Case Management Brach also receives, processes, and tracks requests for information (RFI) and requests for service (RFS) to CISA Central. All duties and responsibilities performed in accordance with the Core Values of Cayuse.

 

Responsibilities:

The Case Management Analyst-Journeyman will provide support to the CISA Case Management Branch in the following areas:

Overall:

• Develop the overarching process of receiving, triaging, assigning, tracking, closing, and finalizing the record of reported incidents, per legislative requirements.
• Draft organizational documentation such as Concept of Operations, Standard Operating Procedures, Work Instructions, for the Case Management Branch to process increased reporting to CISA.
• Ensure implementation of the incident reporting processes, staffing, and technologies.
• Assess and Identify opportunities to increase the efficacy of cyber incident report handling and workflows.
• Document challenges, coordinates across teams to identify opportunities for process improvement, and recommend solutions to ensure incident reporting life cycle success.

Quality Assurance/Quality Control:

• Tracking cases, incidents, and requests to ensure resolution in accordance with established timelines.
• Auditing cases to ensure SOP and work instruction compliance.
• Performing Unified Ticketing System (UTS) administrative functions.
• Coordinating with stakeholders to Identify lifecycle management process gaps and provide mitigation recommendations.
• Reviewing and updating the UTS and Incident Reporting Portal (IRP) requirements
• Coordinating stakeholder and Service Desk processes and tool interoperability.
• Defining, measuring, and reporting on CISA’s incident lifecycle management key performance indicators.

 

Reports and Analysis:

• Reviewing incident information and conducting analysis to enrich CISA Central Awareness Messages, Situation Reports, and Senior Leadership Notes.
• Updating case information in UTS.
• Conducting analysis of incidents/cases to identify correlation between cyber, physical, and/or communications incidents.
• Performing analysis of incident/case information and coordinating with stakeholders to ensure holistic analysis results.
• Developing and distributing authoritative data on incident reports and cases.

 

Cyber Incident Report Monitoring:

• Developing, maintaining, and updating the CISA processes and procedures for identifying, and responding to unreported, or incorrectly reported, CIRCIA covered incidents and ransom payments.
• Educating CISA components on agency processes and procedures used to address unreported, or incorrectly reported, CIRCIA covered incidents.
• Supporting CISA’s CIRCIA compliance process.
• Preparing episodic and annual CIRCIA reports to Congress.
• Publishing internal and external reports on CIRCIA metrics Other duties as assigned.

Qualifications:

Minimum Qualifications:

• Bachelor’s Degree in a related discipline such as Homeland Security or Business.
• Additional two (2) years of experience with an Associate’s Degree.
• Additional (4) four years of military and/or operations environment experience may be substituted with a high school diploma.
• Security+ certification.
• Selected candidate must be able to obtain and maintain a favorably adjudicated DHS background investigation (EOD) for continued employment.
• Active TOP SECRET/SCI Clearance and DHS Fitness.
• U.S. Citizenship.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Active contributor to projects or project steps within a broader project or have accountability for on-going activities or objectives.
• Experience in providing solutions to complex problems which require regular use of ingenuity and creativity.
• Demonstrated ability to work independently, receiving minimal guidance.
• Developed formal, written guidelines or instructions with operational and technical components.
• Understand organizational structure and alignment to business operations.
• High proficiency in Microsoft Office; including but not limited to: Word, Excel, PowerPoint, Publisher, and other general software applications.
• Strong interpersonal skills with the ability to communicate at all levels within an organization and externally in a professional, articulate manner.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately

Reports to: Program Manager

 

Working Conditions

• Professional office environment.
• Must be physically and mentally able to perform duties for extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
• Provide on-call support outside normal operating hours.
• May be asked to travel for business or professional development purposes.
• Must be able to attend and conduct in person and virtual meetings as needed.

 

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

 

Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer.

Pay Range:USD $90,000.00 - USD $90,000.00 /Yr.