Production Support Analyst Senior

Description

We have a project opportunity on our Department of State (DOS) TIOCA program on the Operations team. We support over 70 applications and 4 DOS missions. This is a high-visibility role with a lot of upward mobility potential. 

This role requires 1 day onsite in Rosslyn, VA each week.

Responsibilities/Skills: 

• Monitor the production applications, scheduled jobs, and incident management ticketing system; receive incidents and requests from end-users, analyze them, and either respond to the end user 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 help with 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 which can help to prioritize stories. 
• Write SQL queries and analyze tables, grants, functions, procedures, packages and triggers.

Qualifications

Required Education & Experience:

• Bachelors and 9+ years or more experience; Masters and 3+ years; may accept additional experience in lieu of degree.
• Experience with monitoring incident management ticketing systems and keeping production and scheduled jobs on track.
• Experience creating Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs).
• Experience with SQL and Toad a plus but not required.
• Must have problem solving skills and be capable of breaking down complex situations to discover and resolve root causes - both technical and process-related issues. 
• Good communication skills, both verbal and written, with the ability to discuss issues with customers and other team members. 

Required Clearance:

• US Citizenship.
• Active secret clearance.