Production Support Analyst

We have a project opportunity on the Operations team. We support over 70 applications and 4 missions. This is a high-visibility role with a lot of upward mobility potential., * Monitor production applications, scheduled jobs, and the incident management ticketing system; receive incidents and requests from end-users, analyze them, and either respond with a solution or escalate to the appropriate resolver group.

• Assist in creating Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs) for other groups to improve their knowledge of the application and help decrease the time needed to resolve issues.
• Collaborate with Development teams to troubleshoot incidents, research root causes, and provide details that can help prioritize stories.
• Write SQL queries and analyze tables, grants, functions, procedures, packages, and triggers.
• Apply problem-solving skills to break down complex situations and discover and resolve root causes - both technical and process-related issues.
• Communicate effectively, both verbally and in writing, with the ability to discuss issues with customers and other team members., You will work on high-visibility, mission-critical work, collaborating with a high-performance engineering team that values innovation, autonomy, and technical excellence. This role offers meaningful opportunities for professional growth, including supported technical training and certifications, with strong upward mobility across our DevOps and operations teams.

Do you have experience in Ticketing system technical support?, * Experience monitoring production applications and managing incidents through a ticketing system.

• Strong problem-solving skills with the ability to break down complex technical and process-related issues.
• Strong verbal and written communication skills.
• Active Secret clearance or higher.
• Must reside in the Washington, DC metropolitan (DMV) area and be able to work on-site in Crystal City or Rosslyn, VA as required., * Experience with SQL and Toad (a plus, but not required).
• Experience creating KBAs and SOPs.
• Experience supporting secure or U.S. Government environments.

Pulled from the full job description

• Referral program
• Tuition reimbursement
• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, Salary Range: $117,000 - $135,000 per year

RogueThink offers competitive compensation that reflects experience, clearance level, and program requirements. Performance bonuses are available to all employees based on individual contributions, company performance, and program management recommendations., We value our employees' trusted recommendations. To recognize these referrals:

• $8,000 bonus for successfully hired TS/SCI-cleared candidates
• $5,000 bonus for all other successful referrals

Paid Time Off (PTO)

RogueThink offers a competitive PTO package that is negotiated based on experience, program requirements, and seniority. Most team members earn the equivalent of four to five weeks of PTO annually.

Observed Federal Holidays

RogueThink observes 11 paid federal holidays each year, including Juneteenth.

Insurance Coverage

We offer comprehensive insurance options, including:

• Health, Dental, and Vision Insurance
• Disability Insurance
• Accident and Critical Illness Insurance
• Life Insurance

Employees enrolled in the PPO medical plan also receive a $1,500 Health Reimbursement Arrangement (HRA) to offset deductible expenses.

Clearance Support

RogueThink supports the long-term professional value of your clearance by keeping it active and current throughout your tenure, including reinvestigations and any required maintenance.

Leave Policies

• Family Leave: Five paid days following the birth or adoption of a child
• Bereavement Leave: Three paid days for the loss of an immediate family member

RogueThink is a forward-thinking IT services provider supporting mission-critical federal and Intelligence Community programs. We deliver secure, high-impact technology solutions in classified and sensitive environments while fostering a culture of integrity, accountability, and technical excellence., At RogueThink, we believe our people are our greatest strength. We are committed to creating a supportive, rewarding, and growth-oriented environment. Our benefits reflect that commitment, with offerings designed to support your personal and professional well-being., Our 401(k) program through Vanguard provides dollar-for-dollar matching on the first 6% of employee contributions, with both traditional and Roth options. RogueThink also makes annual discretionary profit-sharing contributions to employee 401(k) accounts based on company performance - historically averaging approximately 2.5%., We invest in our people. RogueThink offers a combination of online and in-person training to ensure our workforce stays ahead of industry trends and evolving technologies., RogueThink is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment for all employees.