Principal Systems Analyst - Military veterans preferred
2018-11-02 General Dynamics Information Technology (www.gdit.com)
Towson Maryland United States
GDIT is seeking a Principal Systems Analyst who is responsible for developing computer systems specifications that address business requirements and that fit with company/customer system architecture standards.
Monitor the health of MSPSC production systems and proactively identify system issues prior to becoming a larger system issue by engaging the appropriate MSPSC resources (Production support, infrastructure, and development resources) to reduce any impacts to users when applicable.
Engage internal technical resources (Production Support, Infrastructure, and Development) applicable to the production system issue presented by users and/or system alert notification(s).
Initiate, lead and coordinate internal communications with the appropriate internal technical resources (Web or MF) deemed appropriate based on the level of the system issue severity (Sev1 or Sev2) including providing email status, facilitating a conference bridge line as well as meetings.
Gather technical detail of the production issue based on the source of issue, team responsible and have the ability to draft written details of the issue as well as communicate this information in a format understandable to users, CMS and Management personnel.
Create and email system issue notifications timely with pertinent details to CMS at initiation and through to the resolution of a production system issue.
Participate on any conference bridge line related to a production issue created during business hours as well as off hours.
Update the appropriate ticketing system in a timely manner with pertinent details known at the time through to resolution of an issue.
Aid the contractor responsible for user notifications by reviewing their user notifications upon distribution to ensure quality of communication and that the notification reflects details of current status of system issue.
Follow up with appropriate resources for root cause analysis if not known at the time of resolution of the system issue.
Track and report all levels of identified system issues including root cause analysis.
Collaborate with various contractors to identify key POCs for system issues and develop relationship to aid in timely responses of current status of the user experience.
Ensure collection of troubleshooting data from user, such as, User IDs, screen shots, actions taken by user to ensure MSPSC has all the information necessary to aid in troubleshooting the system issue timely.
Develop lines of communications with CMS Service Desk to understand their ticketing process and how tickets are triaged to the various CMS contractors.
Create SOPs, troubleshooting flows, templates and checklist to ensure all impacted users, contractors and CMS are notified timely of system issues and details through to root cause.
Identify the various communication paths and document contact information, email and/or phone, to ensure tickets are assigned appropriately to receive timely turnaround for issues outside of the MSPSC.
Work with the Manager/Supervisor/Team to assist with assigning and tracking application tasks i.e. PLOGs, Service Requests and Help Desk Tickets to ensure that the appropriate coverage of ticket prioritizing is present.
Aid MSPSC Production Support Leads with administrative/operational task as identified and serve as a backup to the other Production Supports leads when they are unavailable.
Other duties as assigned.
8-10 years of directly related computer systems analysis and/or programming experience.
Solid leadership skills.
Excellent written and verbal communication skills.
Excellent people and customer service skills required to interact with teammates, contractors and CMS.
Ability to build consensus around effective process and procedure while recognizing other priorities within the group.
Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.
Self-motivated and innovative; Must be an independent worker who is comfortable gathering input, formulating a plan, and carrying it to fruition.
Organized, structured, methodical, and diligent; possess the ability to handle multiple tasks and prioritize issues and assignments.
Demonstrates accuracy and thoroughness; attention to detail.
Adaptable to shifting priorities and responsibilities.
Strong analytical and business decision skills.
Experience at working both independently and in a team-oriented, collaborative environment is essential.
Conforming to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
Reacts to project adjustments and alterations promptly and efficiently.
Desire to lead a team, provide support for their activities, identify ways to improve the work environment and work products, and provide motivation to produce high-quality results.
For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
Bachelors Degree in a Computer Science or related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.