Cloud Lake Technology, LLC, an Akima, Company, is a provider of services to today’s Big Data and Cloud market with one crucial difference: our services are highly-specialized, data-centric services. This enables us to focus laser like on helping our government and commercial customers quickly and cost effectively harvest, analyze and leverage the greatest possible value from the increasingly vast amounts of data they are acquiring and need to manage. Cloud Lake’s strategic partners include leaders in virtually every area of IT strategy, implementation and management.
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.
Support 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. Utilize and demonstrate expert understanding of the knowledge required for each.
Provide timely and expert incident management services in strict adherence to the Service Agreement Level (SLA) metrics and Key Performance Indicators set forth by the program.
Document, coordinate, and troubleshooting 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. The Associate Systems Analyst may alternatively 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.
Communicate, plan, schedule, document, and manipulate data (spreadsheet and databases) for existing metrics and EM related issues as needed.
Perform and conduct research of potential resolution of technical issues.
Resynchronize/reinitialize tokens and smart cards, and resolves other problems with the EM systems access control.
Work closely with Engineering, Security, and Systems Administration teams to incorporate customer feedback and address key support and usability concerns for customers.
Communicate and interact effectively with internal and external partners including but not limited to, 3rd party support team, Government customers, and system users across 80+ installations worldwide.
Facilitate increased communication for resolution of system or security related incidents.
Analyze, review, measure, and report on Service Level Performance against agreed upon SLA and provide ongoing recommendations for process improvement.
Evaluate tools, best practices, technologies, and approaches to EM service delivery problems / issues for incorporation into the overall service management policies and procedures.
Administer and maintain the ticket management tool, and promote the proper use of the tool to ensure each user experience quality / reported incident is properly documented, monitored, resolved, and evaluated.
Demonstrate compliance with applicable laws and regulations.
Maintain standard operating procedures.
Active DoD Secret Clearance is required
Security+ (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)
duties and responsibilities listed in this job description generally cover the
nature and level of work being performed by individuals assigned to this
position. This is not intended to be a complete list of all duties,
responsibilities, and skills required. Subject to the terms of an
applicable collective bargaining agreement, the company management reserves the
right to modify, add, or remove duties and to assign other duties as may be
necessary. We wish to thank all applicants for their interest and effort
in applying for the position; however, only candidates selected for interviews
will be contacted.
We are an equal opportunity
employer. All applicants will receive consideration for employment, without
regard to race, color, religion, creed, national origin, gender or
gender-identity, age, marital status, sexual orientation, veteran status,
disability, pregnancy or parental status, or any other basis prohibited by law.
We are committed to Equal Employment Opportunity and providing reasonable
accommodations to applicants with physical and/or mental disabilities. If you
have a physical and/or mental disability and are interested in applying for
employment and need special accommodations to use our website to apply for a
position please contact, Recruiting Services at firstname.lastname@example.org or 571-353-7053. Reasonable accommodation requests are
considered on a case-by-case basis.
The dedicated email and telephonic options above are reserved only for individuals
with disabilities needing accessibility assistance to apply to an open position
using our website.
do not use the dedicated email or phone number above to inquire on the status
of your job application.
order for our company to stay compliant with government regulations, please
apply on line. Please DO NOT email resumes or call in lieu of applying online
unless you have a physical and/or mental disability and need assistance with
the online application.