Associate Systems Analyst (3rd Shift - Wednesday – Sunday/11:00 PM – 7:00 AM) - Akima, LLC

Cloud Lake Technology is looking for an Associate Systems Analyst to join our team supporting one of our current government customers. In this role, you will be a part of an overall Emergency Management (EM) Service Delivery and Service Level Agreement (SLA) Management process for the Army EM efforts across 80+ military installations worldwide. Candidate must possess active DoD secret clearance and a combination of education and experience demonstrating an understanding of IT service management, incident management, and problem resolutions process, or equivalent.

To join our team of outstanding professionals, apply today!

3^rd Shift position - Wednesday – Sunday (11:00 PM – 7:00 AM)

• Supports overall sustainment operation of Defense EM Mass Warning Notification, E-911, and Audio Visual Notification Systems including the management, operation, and maintenance of associated hardware, software, and processes. Utilizes and demonstrates expert understanding of the knowledge required for each.
• 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 that report system problems or incidents. Problems may include poor system response time, potential security incidents, inability to access system resources, or questions on the use of a specialized software.
• May train end-users to perform the resolution steps through self-service, or by another area, such as the security administration, systems administrator, etc., based on Cloud Lake’s organizational structure and separation of duties principles in place.
• Communicates, plans, schedules, documents, and manipulates data (spreadsheet and databases) for existing metrics and EM related issues as needed.
• Performs and conducts 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 for customers.
• Communicates and interacts effectively with internal and external partners including but not limited to, third-party support team, Government customers, and system users across 80+ installations worldwide.
• 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 provide 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 to ensure each user experience quality / reported incident is properly documented, monitored, resolved, and evaluated.
• Demonstrates compliance with applicable laws and regulations.
• Maintains standard operating procedures.

• 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 8 - 3rd shift*: Wed-Sun 11:00 PM - 7:00 AM (This shift ends Monday at 7AM)