IT Production Support Analyst Job at Bart & Associates, Inc. in Washington

Overview

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 continuous 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

Des ired Skills

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

Security Clearance

• Active Top-Secret clearance.

More About B&A

Notable Clients B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.

Benefits and Programs

B&A offers three robust medical plans for full-time employees, including a Health Savings Account (HSA) option, two tiers of dental coverage, vision, life & AD&D, disability, accident, hospital indemnity, and critical illness insurance. Paid time off, trainings and certifications, pet insurance, commuter transit benefits, and a free subscription to a virtual exercise platform are also provided. The 401(k) plan includes a company matching contribution.

B&A has launched programs to focus on employee engagement, wellness, and assistance, including:

• The B&A Cares program: wellness check-ins, personal development, financial management, and stress management seminars
• Formal mentorship program
• Job shadowing and cross training opportunities
• Brand Ambassador program
• Employee Assistance Program (EAP) with counseling, legal guidance, financial planning, and more
• Monthly team-building events
• B&A Annual Wellness Challenges

At B&A, we focus on community and citizen impact through our technology and people, with recognition for charitable efforts in Northern Virginia. B&A has received CARE awards and nomination for Outstanding Corporate Citizenship.

EEO

B&A provides equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran, in accordance with applicable laws. EEO is the Law. B&A participates in e-Verify and may collect information from new employees to confirm work authorization.