Insignia Technology is looking for a Sr. Systems Analyst for an exciting project supporting the VA (Veterans Affairs). As a Sr. Systems Analyst, you will be helping us to improve our application and provide better service for this national level, veteran-centric public facing web site that has millions of users. Your contributions will be vital to providing a high quality user experience to our web site customers.

As a Sr. Systems Analyst, you will provide Tier 2 support to review, troubleshoot, assign and close-out service tickets routed from Tier 1 users. You will be responsible for maintaining accurate service ticket status and coordinating service ticket input from team technical staff and coordinating ticket status with Tier 1 support. You will lead a team of help desk personnel. You will be the back-up to the Help Desk Manager in his/her absence. You will be assisting in putting the metrics together for weekly reporting. You will communicate with a variety of technical staff and will need to assign and track service tickets that require Tier 3 support, and engage with Tier 3 support internally through resolution status and update Tier 1 support tickets. Support includes: troubleshooting, coordinated technical analysis, documenting solutions and defining work-around solutions. You will utilize defined processes within an Agile environment to assess current business functionality, defect maintenance status and future release cycles to determine a comprehensive view of service ticket / end-user impact.

Roles and Responsibilities

• Work as part of a team of talented and efficient professionals.
• Provide technical support by telephone and VA Systems
• Work with MS Dynamic, AVA, ServiceNow, JIRA, MS-Office, SharePoint and custom developed applications.
• Open, Track and close trouble tickets assigned on a daily basis
• Recommend team professional development.
• Support M-F, with off-hours support required to complete high-priority tickets
• Assist with unscheduled outages

Required skills and experience

• Bachelor's Degree/ 6-9 years of experience in substitution to the degree
• This position requires previous experience with troubleshooting systems, and managing tickets or monitored tasks;
• Must have experience with supporting end-user, stakeholders, and external / internal teams;
• Must have with automated system support - development, maintenance or sustainment;
• Experience leading a team
• Reporting to Upper Management (within VA)
• Strong verbal and written communication skills required to interface with various levels of stakeholders.

Desired skills and experience

• Veteran preferred;
• ITIL Foundations certified highly preferred
• Agile team experience is a plus;
• Experience with government-oriented Governance Processes and documentation highly desired;
• Experience with analyzing data from various sources highly desired;
• Experience reporting help desk metrics;
• Experience using C omputer Associates Service Desk Manager ( CA-Unicenter), JIRA, MS-Office, SharePoint C, SalesForce.
• A minimum of 3 years progressive experience supporting application development, maintenance, sustainment or general support;
• 3+ years of MS-Office experience and general computer knowledge;
• 1+ year technical and user assistance to a large user community via telephone or email or equivalent military experience;
• Knowledge of Veteran benefits and troubleshooting complex systems

Clearance
Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information.

COVID-19

All positions will require successful candidates to obtain and show proof of a COVID-19 vaccination (or medical/religious exemption) on the first day of employment. 9th Way Insignia is an equal opportunity employer and will provide reasonable accommodation to those individuals who cannot be vaccinated.

9th Way Insignia

9th Way Insignia is an emerging Service-Disabled, Veteran-Owned Small Business (SDVOSB) committed to working with our clients to provide next-generation, results-oriented technology-on time and under budget-in health I.T., infrastructure design and build, cybersecurity, cloud solutions, and data analytics. To learn more about 9th Way Insignia, our benefits, and other career opportunities, please visit our website.

9th Way Insignia is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. To request a reasonable accommodation or inquire about the physical requirements or work conditions,Click here to Apply