Overview:
Legion Systems is seeking a Problem Analyst to:
· Support US Marine Corps (USMC) enterprise-level hybrid cloud data center operations
· Enable USMC worldwide customers to execute critical missions
What you will do:
As a Problem Analyst you will be involved in preventing outages and interruptions for the USMC enterprise hosting hybrid cloud datacenter environment and ensuring uninterrupted support to USMC critical applications. You will support the problem manager in tracking implementation of recommended corrective actions following identification during the after-action review process. You will support proactive problem identification by working with software and hardware vendor systems to identify know issues and hot-fixes and highlighting needed action by the operations teams
Responsibilities include:
-Supporting the overall Problem Management process from incident resolution to implementation of recommended corrective actions
-Working with the Problem Management Coordinator to identify responsible offices and track initiation, progress, and completion of corrective actions
-Providing reporting on Problem Management activities
-Participating in ITSM activities and Project Management Processes to advocate for and coordinate problem resolution actions
-Identifying and tracking vendor support requirements in coordination with other logistics and procurement staff
-Identifying and reporting vendor-published issues and problems for operational assessment and implementation as part of proactive problem identification
-Tracking and reporting metrics on the impact of vendor-published issues and problems on operational capabilities
-Supporting incident and event management processes
-Providing on-call support as a backup to the incident management coordinator as required
QUALIFICATIONS
Required Experience/Education:
-HS + 6-8 years of experience, Bachelor’s with 2 – 4 years of experience, or a Master’s with 0-2 years of experience.
-US SECRET CLEARANCE
-ITIL training or certification required w/in 30 days of start IAT
-II Certification desired
-Experience participating in incident or problem management processes (ITSM)
-Experience reading and analyzing reports and identifying responsible parties for taking recommended actions
-Experiencing operating within an Enterprise ITSM solution and queue operations (BMC Remedy preferred)
-Fundamental understanding of ITSM/ITIL processes as part of technology operations construct
-Ability to coordinate and track progress on a defined project or plan to ensure completion within identified timeframes
-Ability to read and analyze contracts to identify requirements and service level response and expectations
-Ability to effectively lead meetings and facilitate responses from disparate groups to achieve a common goal
-Familiarity with Agile project management concepts
-Ability to effectively use Office Automation tools and SharePoint to develop tracking and management activities
-Ability to work independently in an environment with low structure
-Ability to independently research technology, identify relevant details and report critical details to leadership and operations teams