Cloud Lake Technology, an Akima Company, delivers highly specialized, data-centric services and technology solutions that break down organizational boundaries and transform mission delivery for government customers. Cloud Lake offers a challenging and rewarding work environment, competitive salary and benefits, and a wide variety of career development opportunities. As an Alaska Native Corporation (ANC), 100% of our company’s profits go back to our more than 14,000 Iñupiat shareholders that have resided near and above the Arctic Circle for more than 10,000 years. Our business helps support their way of life and contributes to the survival of a culture that has thrived in a challenging environment.

Job Summary:

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.

Responsibilities:

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  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.
  
  


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  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.
  
  


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  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.
  
  


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  Communicate, plan, schedule, document, and manipulate data (spreadsheet and databases) for existing metrics and EM related issues as needed.
  
  


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  Perform and conduct research of potential resolution of technical issues.
  
  


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  Resynchronize/reinitialize tokens and smart cards, and resolves other problems with the EM systems access control.
  
  


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  Work closely with Engineering, Security, and Systems Administration teams to incorporate customer feedback and address key support and usability concerns for customers.
  
  


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  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.
  
  


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  Facilitate increased communication for resolution of system or security related incidents.
  
  


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  Analyze, review, measure, and report on Service Level Performance against agreed upon SLA and provide ongoing recommendations for process improvement.
  
  


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  Evaluate tools, best practices, technologies, and approaches to EM service delivery problems / issues for incorporation into the overall service management policies and procedures.
  
  


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  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.
  
  


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   Demonstrate compliance with applicable laws and regulations.
  
  


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  Maintain standard operating procedures.
  
  

Minimum Qualifications:  

• US Citizenship Required with ability to obtain a security clearance.


• 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 a limited travel (up to 4 times a year).

The 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.

AN EQUAL OPPORTUNITY EMPLOYER

We are Equal Opportunity Employers. Prospective employees will receive consideration without discrimination because of race, color, religion, creed, gender, national origin, age, disability, marital status, protected veteran, sexual orientation, or any other legally protected status.

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 job-assist@akima.com or 571-353-7053.  The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance.  Please do not use the dedicated phone number above to call on the status of your job application if you do not require accessibility assistance or an accommodation.  Reasonable accommodation requests are considered on a case-by-case basis.

In 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.