Business Systems Analyst

Annapolis Junction, MD, United States of America
Nov 23, 2022
Dec 23, 2022
Full Time
Business Systems Analyst
Job Profile:
Systems Engineering T2

JR Type:
Job Category:
Minimum Clearance Required to Start:
TS/SCI with Polygraph
Percentage of Travel Required:
Type of Travel:
Program/Opportunity Name:
Referral Bonus Plan:

Job Description:

What 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 maintenance
  • Enter issues via a problem tracking tool
  • Follow and maintain current AEA Standard Operating Procedures (SOP's) and documented AEA Outreach Service Level Agreements (SLAs)
  • Responds to complicated user questions
  • Escalate complex issues within the SD Outreach Team
  • Monitor the health and status of current AEA systems
  • Prepare routine metrics and system availability reports
  • Escalate complex system questions to Tier II Support and appropriate Government stakeholders
  • Identify common user challenges and work with development teams, UX teams, and product leads
  • Shall maintain and update the ticket tracking tool
  • Prepare routine metrics and system availability reports and user support metrics
  • Assist in orienting, training, assigning, and checking the work of lower level employees
  • Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests
  • Interacts with the Government regarding Systems Engineering technical considerations and for associated problems, issues or conflicts
  • Provide first line communications to the customer CSC team to ensure appropriate operational awareness is available in a timely and concise manner
  • Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues
  • Provide customer follow up to ensure questions have been answered and collect feedback

You'll Bring These Qualifications:
  • SIGINT experience using mission analytic tools
  • Six (6) years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities
  • High school diploma or equivalent required
  • Bachelor's degree from an accredited university is highly desired
  • Understanding of product workflows in an operational setting
  • Operational experience as an analyst preferred

These Qualifications Would be Nice to Have:
  • Familiarity with query languages
  • Experience working with forward deployed users
  • Experience providing direct user support and troubleshooting directly with the user
  • Experience gathering requirements from users
  • Experience providing overall process improvement and agile efficiencies supporting the existing customer base
  • Experience with JIRA and Confluence

What 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:

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.

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