ClearanceJobs
IT Production Support Analyst
At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value - not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We'd love for you to join our team! B&A is looking for an IT Production Support Analyst to join a contract with a federal government client in support of an important mission. In this role, you will be responsible for leading the monitoring and troubleshooting of user issues reported for our enterprise Pega web-based applications, ensuring user issues are resolved promptly. The analyst will collaborate across 8+ cross functional scrum teams to resolve issues affecting the user experience. This role requires a blend of technical troubleshooting, effective communication and customer service and the ability to advise continues improvements to the applications' usability and performance. Responsibilities
Documents and tracks customer incidents and requests via JIRA ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable Is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system. Ability to diagnose, troubleshoot and resolve end user issues to ensure continuity of business operations Offer clear instructions and workarounds for resolving common issues Maintain clear and concise and accurate documentation of support activities and incident resolution in JIRA Provide end user training on use of new applications to users and new helpdesk personnel Work closely with other IT teams (network, systems, application support) to resolve issues and implement fixes Assist Senior Systems Administrators with support issues that may arise Identify trends in recurring issues and collaborate on preventative measures Education and Experience
Bachelor's degree Onsite 5 days a week Required Skills
Experience supporting customers use of web-based applications in a production environment Experience with Agile framework and working on a Kanban or Scrum team Experience managing incidents, problems and change processes in a production environment High level of written communication and documentation skills Desired Skills
Knowledge of SQL and business/data analysis Experience with creating and monitoring tasks in JIRA Security Clearance
Active Top-Secret clearance.
At B&A, we foster and embrace a distinct set of values that we live by and instill in all aspects of our organization: dedication, commitment, partnership, trust, and recognition. We have incorporated these values into successful delivery for our customers since 1988. B&A believes in ensuring its employees feel deeply connected to B&A, recognizing successes and hard work, and providing continuous opportunities to learn and grow. Our people are entrepreneurial thinkers that combine mindset, vision, and experience to drive value - not only to us as an organization, but to the clients we support. We promote a collaborative culture with our clients, and with each other, as one team working towards a common vision. We'd love for you to join our team! B&A is looking for an IT Production Support Analyst to join a contract with a federal government client in support of an important mission. In this role, you will be responsible for leading the monitoring and troubleshooting of user issues reported for our enterprise Pega web-based applications, ensuring user issues are resolved promptly. The analyst will collaborate across 8+ cross functional scrum teams to resolve issues affecting the user experience. This role requires a blend of technical troubleshooting, effective communication and customer service and the ability to advise continues improvements to the applications' usability and performance. Responsibilities
Documents and tracks customer incidents and requests via JIRA ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable Is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system. Ability to diagnose, troubleshoot and resolve end user issues to ensure continuity of business operations Offer clear instructions and workarounds for resolving common issues Maintain clear and concise and accurate documentation of support activities and incident resolution in JIRA Provide end user training on use of new applications to users and new helpdesk personnel Work closely with other IT teams (network, systems, application support) to resolve issues and implement fixes Assist Senior Systems Administrators with support issues that may arise Identify trends in recurring issues and collaborate on preventative measures Education and Experience
Bachelor's degree Onsite 5 days a week Required Skills
Experience supporting customers use of web-based applications in a production environment Experience with Agile framework and working on a Kanban or Scrum team Experience managing incidents, problems and change processes in a production environment High level of written communication and documentation skills Desired Skills
Knowledge of SQL and business/data analysis Experience with creating and monitoring tasks in JIRA Security Clearance
Active Top-Secret clearance.