Functional Support Analyst

The candidate will be expected to provide dedicated Tier II and Tier III support as outlined below:

• Coordinate with the government to review work requests for priority, authorization, and acceptance.
• Develop solutions in accordance with AOUSC Department of the Chief Information Officer (DCIO) policies and procedures.
• Provide testing of solutions to ensure high quality of product delivered for acceptance.
• Provide SME recommendations in work execution to provide cost savings and process improvements.
• Use the shared SDLC resources provided by the DCIO including but not limited to ServiceNow, Jira, SharePoint, Gitlab, Fortify, IB Kojak FAP 60 and Sonatype.
• Update all applicable documentation as needed as a result of your work. This includes SOPs, system diagrams, etc.
• Provide solution approach artifacts and demos prior to execution for review and approval by the DCIO.
• Proactively manage support tasks to resolution including coordination with respective support team and customers and document the tasks status daily.
• Monitor, respond to tickets, track ticket trends and generate various user reports (error, permissions, access, audit, etc.).
• Coordinate and support various security tasks with Infrastructure and Security and Data Integration Staff.
• Create, update various knowledge solutions along with PSG, Vendor and O&M groups.
• Coordinate and support various test activities with supporting Testing Services Division.
• Create Knowledge base articles, Job aids, procedure documents and electronic learning modules.

• Five (5) plus years of relevant Tier II and Tier III support experience with medium-to-large enterprise applications within the federal government.
• Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.
• Understanding of IT practices, service management, governance frameworks, and industry standards (i.e., ITIL, ITSM, COBIT, ISO).
• Proficiency in business tools, such as, Word, Excel, Power-Point, Visio, SharePoint, Teams, etc.
• Excellent written and verbal skills.
• Ability to work independently with limited guidance or oversight.
• Ability to analyze complex data and present findings in a clear and easily understood manner.
• Ability to present recommendations for consideration and influence as needed.

Specialized Experience:

• Working knowledge of IT tracking tools, preferably ServiceNow and Jira.

Education and Certification Requirements:

• Bachelor's degree in a relevant field and 10+ years of experience are required, or a Master's degree in a relevant field and seven plus years of experience.

Work Requirements

Years of Experience

10 + years of related experience

• may vary based on technical training, certification(s), or degree Certification

The likely salary range for this position is $93,662 - $113,275. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

We are GDIT. A global technology and professional services company that delivers technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across over 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, cloud, cyber and application development. Together with our customers, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.