Service Desk Administrator/Watch Floor Analyst

GA-CCRi maintains and deploys production systems for users across the Intelligence Community, Department of Defense, and commercial industry. We build and develop best-in-class all domain and globally focused situational awareness capabilities that process petabytes of data from numerous streaming data sources in near real time. Our systems apply state-of-the-art algorithms and machine learning techniques to extract features and fuse data from multiple phenomenologies to form a rich live view of objects in the sky, on the sea, and on the ground. These analytics are designed to determine not just where something is, but what it is, where it's been and what it's doing. All of this "data to knowledge" is made available to end users in our own browser-based application for visualization, analysis, and understanding. We always want to do more, and that's where you come in!

JIRA Service Desk Administrator

GA-CCRi is currently seeking a JIRA Service Desk Administrator to provide administrative oversight across multiple JIRA Service Desk (JSD) environments. Under limited supervision, this position is responsible for providing technical support to customers for company products via Service Desk tickets, email, or telephone communication. The successful candidate will be able to function in a dynamic team environment with contractor personnel. The candidate will manage the JSD ticking workflow, work with leadership to prioritize tickets, and assist engineers and subject matter experts with user requests when appropriate.

Watch Floor Analyst

Qualified candidates will also perform as Watch Floor Analysts at our Operations Center, which is co-located at our Charlottesville facility. This is a rotational shift position that occurs during normal working hours. As a Watch Floor Analyst, you’ll be watching our operational systems for potential issues and data outages. This is an important role with direct impact on users and customers who depend on our important products.

Positions available in: Charlottesville, VA

Duties and Responsibilities

• Manage one or more JIRA Service Desk (JSD) environments and look for practical ways to improve the ticket workflow process
• Ensure JSD tickets are acknowledged and assigned to the appropriate software engineering team or subject matter expert
• Develop and maintain positive customer relations to ensure maximum customer satisfaction
• Provide follow-up to customers on outstanding issues
• Troubleshoot and resolve customer technical product issues when appropriate

• Maintains and develops positive customer relations
• Responds to customer inquiries and provides technical support when appropriate
• Collaborate with the Mission Operations Engineering (MOE) team and/or Subject Matter Expert (SME) team to develop action plans to resolve customer technical issues
• Responsible for handling customer issues and complaints efficiently and professionally
• Ensure issues are resolved in a timely manner

• Other duties as assigned

Requirements

Essential Qualifications

• Typically requires an associate's degree and/or five or more year's progressive technical support experience.
• TS/SCI Clearance

• Must possess and demonstrate the following skills and abilities:

• Excellent customer service skills
• The ability to identify and analyze issues
• Strong interpersonal, verbal, and written communication skills to interface with internal employees and external customers
• The ability to troubleshoot and problem solve a variety of complex issues

• The ability to use judgment in handling customer inquiries and tact and diplomacy in resolving customer product problems
• The ability to maintain the confidentiality of sensitive information
• The ability to work both independently and in a team environment is essential

Preferred Qualifications

• Experience working in Cloud Computing environments

Salary Range: $52,000 - 77,000*

Travel Percentage Required

None

Relocation Assistance Provided

Yes

US Citizenship Required?

Yes

Clearance Required?

Yes, TS/SCI

Benefits

• Casual Work Environment
• Intellectually Challenging Work
• Health Insurance including FSA, HSA and Tricare Supplement options
• Short/Long Term Disability Insurance
• Generous Defined Retirement Benefit, including both a 401K match and pension plan.
• Very Flexible Vacation Policy

The job description above is not intended to be comprehensive list. Responsibilities, activities, duties, and/or tasks may change or be assigned at any time.

CCRi is committed to a diverse and inclusive workforce because we know that our differences benefit our employees, our customers, and our community. We are proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, color, religion, age, sex, sexual orientation, gender identity, national origin, status as a an individual with a disability, status as a protected veteran, or any other applicable legally protected characteristics.

*rate premium may be applied to positions in CA, VA, CO, AK, AL, CT, MA, MD, NJ, RI, and WA