Description
Description
SAIC is seeking a Systems Analyst for the Naval BU with experience in two separate areas – 1) subject matter expertise in the contract/procurement ERP systems area and/or service desk experience and 2) configuration management experience. Preferred local to the Northern Virginia (Stafford, VA) area but remote work is allowed.
The qualified individual will perform Standard Procurement System (SPS)/Procurement Desktop Defense (PD2) technical tasking as well as Tier 1 functional and technical support for this proprietary contracting system. Includes resolving questions regarding functional system procedures, documentation, service requests, and system status, as well as system upgrades. This person will also serve as the configuration manager and perform other engineering functions as needed.
Job Duties and Responsibilities:
- Service Desk:
- Provide general technical analysis to the technical team regarding USMC contracts system issues.
- Provide professional customer support by responding to User Assistance Calls from telephone contact, e-mail, and escalated system requests.
- Respond to customer correspondence within 4 hours.
- Resolve or assist in resolving customer inquiries accurately and efficiently.
- Review Tier 1 or 2 trouble tickets and resolve or reassign to relevant tier groups in a timely manner.
- Meet or exceed established closure rate (80% first call resolution) for User Assistance Calls.
- Proactively seek information from team members and other tier groups to aide in finding solutions for non-routine ticket issues.
- Follow Tier 1 processes, procedures, and best practices as outlined in the contract.
- Provide input and updates to the Standard Operating Procedure (SOP).
- Prepare and submit monthly Service Desk metrics.
- Distribute User Notification e-mail when events impact the user community.
- Technical and functional liaison between Tier 1 help desk and Tier 3 technical and SME team members.
- Configuration Management:
- Working knowledge of core CM processes
- Change Management to formally track changes to the approved baseline configuration throughout the lifecycle of the program.
- Asset Management to formally track the acquisition, management, deployment, and disposal of assets.
- Configuration Status Accounting (CSA) to capture, report, and maintain baselines.
- Working knowledge of SW release management including release planning, milestone reviews, and release documentation
- Solid understanding of the SW Development Lifecycle (SDLC)
- Ability to manage a deliverable documentation development process from cradle to grave, paying particularly close attention to delivering high quality documentation.
- Familiarity with different SW Development methodologies including agile, incremental
Qualifications
Required Education:
Bachelors and three (3) years or more experience; four (4) years accepted with associates degree; six (6) years in lieu of no degree.
Candidates must possess:
- Effective oral and Written Communication Skills.
- Experience using standard Windows and Internet-based applications.
- Experience with Microsoft Office Suite 2013 or higher.
- Ability to multi- task.
- Prior customer service experience.
Desired to have one or more of the following skills or experience:
- Subject matter expertise in the field of contracting or finance.
- Experience working with ERP systems.
- Sybase SQL script writing.
Required Clearance:
- Ability to obtain a DOD Secret clearance (US Citizenship required). Able to start once Interim Secret is granted.
Target salary range: $80,001 - $120,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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