ANR - Helpdesk Specialist (AISG CDRS)

Additionally, this role oversees the Interface Control Document (ICD) lifecycle-coordinating updates, maintaining documentation standards, and ensuring compliance across integrated systems. The specialist collaborates closely with cross-functional Scrum teams, business stakeholders, and technical leads to maintain system reliability, streamline intake workflows, and support continuous improvement., 1. CDRS Support & Issue Resolution

• Serve as the frontline technical support specialist for all user inquiries, access requests, and incident reports regarding the Corporate Data Repository System (CDRS).
• Manage, prioritize, and resolve incident and service request tickets within Jira Service Desk, ensuring adherence to defined Service Level Agreements (SLAs).
• Troubleshoot data ingestion discrepancies, repository access permissions, query errors, and other issues.
• Escalate complex technical bugs and system defects to the Scrum team and/or leadership.
• Author and send emails informing the CDRS user base of system release information, policy changes, and planned or unplanned outages.

1. Interface Control Document (ICD) Administration * Facilitate and manage the end-to-end Interface Control Document (ICD) workflow, ensuring interface specifications between CDRS and connected subsystems are current and accurate. * Review incoming ICD change requests, coordinate reviews with data architects and interface owners, and track document approvals through completion. * Research and standardize interface metadata for registration in the CDRS data dictionary.

2. Collaboration & Agile Delivery * Actively engage with the Scrum team, participating in daily stand-ups, backlog grooming, sprint planning, and retrospective sessions as needed. * Translate recurring help desk inquiries and user pain points into actionable user stories, feature requests, or technical bug tickets in Jira.

3. Knowledge Management & Documentation * Author, organize, and update standard operating procedures (SOPs), user manuals, and FAQs within Confluence. * Maintain user access requests throughout their lifecycle within SharePoint. * Conduct user onboarding, walkthroughs, and knowledge-sharing sessions to promote system adoption and self-service capabilities.

4. General & Additional Duties * Track support metrics, ticket volumes, and resolution times to generate monthly support performance reports. * Perform routine administrative checks and audits of user accounts and permissions within the CDRS environment. * Perform other related technical support and operational duties as assigned by leadership.

Minimum Candidate Requirements

Candidate must be US Citizen

Candidate must have a High School Diploma

Candidate must be eligible to obtain and maintain common access card (CAC)

Candidate must have 3+ years’ experience with the following:

• Technical Helpdesk, application support, and/or data operations
• Ticketing & Service Management: Proven experience managing incident workflows and service queues in Jira Service Desk (or similar ticket management tool).
• Collaboration & Knowledge Platforms: Demonstrated proficiency using Confluence and SharePoint or technical documentation and collaboration.
• Problem-Solving: Strong analytical troubleshooting skills with an ability to isolate root causes in complex data workflows.
• Communication: Exceptional verbal and written communication skills; capable of explaining technical concepts to non-technical business users clearly and diplomatically.
• Organization & Detail: Strong organizational aptitude and attention to detail, particularly regarding document version control and process compliance.
• Adaptability: Flexibility to multitask, re-prioritize dynamically, and support evolving project needs.

Desired knowledge, skills, and abilities

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, Data Management, or a related field
• Experience working in Corporate Data Repository System (CDRS) for the USAF.
• Interface & Data Management: Familiarity with Interface Control Documents (ICDs), data schemas, API interfaces, or enterprise system integration workflows.
• Database & Repository Concepts: Foundational understanding of enterprise data repositories, data pipelines, SQL querying, or relational database structures.
• Experience operating within an Agile/Scrum delivery framework.

Alaska Northstar Resources (ANR) maintains an outstanding work environment that includes competitive compensation, outstanding benefits, and challenging work assignments with opportunities for advancement/career growth. To be considered for employment opportunities you must complete an online application.

Our Mission

We deliver meaningful value to our shareholders, people, partners and customers.

Our Values

We are open, honest, and trustworthy

We respect all beliefs and perspectives

We work together as one team

We are committed to excellence in all that we do

We are responsible and accountable for our actions

Our Vision

Our people thrive, prosper and are self-sustaining. We inspire and hold each other up through meaningful connections to our land, ocean, traditions and heritage.

ANR accords a hiring preference to qualified shareholders of its parent corporation, Shee Atiká Incorporated, an Alaska Native corporation, in accordance with and in implementation of applicable law, including without limitation 43 U.S.C. §1626(g).