What are the responsibilities and job description for the Business System Analyst position at CACI?
What You’ll Get to Do:
You will get to directly support mission. 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 (SOPs) and documented AEA Outreach Service Level Agreements (SLAs)
- Responds to complicated user questions
- Escalate complex system questions to Tier II & III Support and appropriate Government stakeholders
- Escalate complex issues within the SD Outreach Team
- Monitor the health and status of current AEA systems
- Prepare routine metrics and system availability reports
- Identify common user challenges and work with development teams, UX teams, and product leads
- Shall maintain and update the ticket tracking tool
- Create metrics reports for system availability as well as user support
- 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
- Create additional SOPs as needed to perform corrective maintenance
- 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
- Work in a collaborate environment
You’ll Bring These Qualifications:
- SIGINT experience using mission analytic tools
- 3 years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities
- High school diploma or equivalent required
- Understanding of product workflows in an operational setting
These Qualifications Would be Nice to Have:
- Bachelor’s degree from an accredited university is highly desired
- Operational experience as an analyst preferred
- 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 You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Your potential is limitless. So is ours.
Learn more about CACI here.
______________________________________________________________________________
Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.
The proposed salary range for this position is:
$66,100 - $135,600Salary : $66,100 - $135,600
