Business Systems AnalystJob Category: EngineeringTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: NoneWhat You'll Get to Do:Provide direct user support and response to customers using AEA Tools for questions regarding account administration, system and network status. Support/interface with the Customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace. More About the Role:Respond to system issues and perform first level corrective maintenanceEnter issues via a problem tracking toolFollow and maintain current AEA Standard Operating Procedures (SOP's) and documented AEA Outreach Service Level Agreements (SLAs)Responds to complicated user questionsEscalate complex issues within the SD Outreach TeamMonitor the health and status of current AEA systemsPrepare routine metrics and system availability reportsEscalate complex system questions to Tier II Support and appropriate Government stakeholdersIdentify common user challenges and work with development teams, UX teams, and product leadsShall maintain and update the ticket tracking toolPrepare routine metrics and system availability reports and user support metricsAssist in orienting, training, assigning, and checking the work of lower level employeesProvides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requestsInteracts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflictsProvide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise mannerProvide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issuesProvide customer follow up to ensure questions have been answered and collect feedbackYou'll Bring These Qualifications:SIGINT experience using mission analytic toolsSix (6) years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilitiesHigh school diploma or equivalent requiredBachelor's degree from an accredited university is highly desiredUnderstanding of product workflows in an operational settingOperational experience as an analyst preferredThese Qualifications Would be Nice to Have:Familiarity with query languagesExperience working with forward deployed usersExperience providing direct user support and troubleshooting directly with the userExperience gathering requirements from usersExperience providing overall process improvement and agile efficiencies supporting the existing customer baseExperience with JIRA and ConfluenceWhat We Can Offer You:- We've been named a Best Place to Work by the Washington Post.- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.- We offer competitive benefits and learning and development opportunities.- We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.- For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.