IT Production Support Analyst Job at USM Business Systems in Washington

Company:  Accenture supporting FBI
Role: IT Production Support Analyst
Location: 5 days onsite in Washington, DC
Duration: Long Term Contract or Contract to Hire

Citizenship:  US Citizen with Active Top Secret Clearance
Rate: $40 an hour (some flex)

Top 3 Requirements

Top Secret Clearance willing to work onsite 5 days per week in DC

Bachelors’ Degree

JIRA Ticketing

Role Description

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.

Required Skills & Qualifications

• (LCAT Requirements) Required Skills & Qualifications
• (LCAT Requirements)
• 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

Qualifications

• TS Cleared
• Onsite 5 days a week
• Bachelor’s Degree
• 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 

Preferred Skills & Qualifications

• Knowledge of SQL and business/data analysis
• Experience with creating and monitoring tasks in JIRA