|Sr Analyst, Systems in Herndon, Virginia|
We are looking for an Expert Customer Services and Information Technology Officer with at least 11 years of experience who can provide customer assistance for several analytic applications/tools as part of a 24 hour Application Support effort.
Provide direct assistance to customers on how to use several Mission applications and other associated analytic tools, including formulating queries and profiles, responding to questions, troubleshooting, monitoring system availability, etc.
Provide training classroom, demonstration, one-on-one, or video-teleconferencing sessions to personnel whose schedules do not allow typical training attendance hours. The candidate will assist in the development and/or review of training materials and application documentation, including course manuals, workbooks, handouts, computer based training (CBT), and other multimedia training aids.
Capture, categorize and report trouble calls, suggested system enhancements, etc. May provide feedback for, or participate in end user focus groups, readiness reviews, and other sessions as an advocate for customer requirements, customer features. Troubleshooting support may require interaction with Operations and Maintenance (O&M) and/or development teams. On occasions the candidate will be asked to perform validation testing.
Bachelors Degree in a Computer Science or related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
5-8 years of directly related computer systems analysis and/or programming experience.
Candidate must possess at least 10 years of experience in the following:
Experience providing Tier 1 support.
Software application training experience.
Demonstrated strong analytical skills, sound judgment, and effective problem solving skills in a Tier 1 environment.
The ability to learn and assist users with multiple software applications.
Working knowledge of Web technologies.
Prior experience developing, editing training materials.
Strong commitment to quality customer service.
Well developed communication skills - both oral and written.
Ability to be flexible and work independently under pressure.
Ability to execute multiple tasks with competing priorities.
Ability to interact effectively with Sponsor personnel at all levels.
Ability to work effectively in a team environment.
Experience using customer Tools.
Experience with customer systems.
Sensitive Compartmented Information (SCI)
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|General Dynamics Information Technology is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Disabled|