Washington, DC (ON-SITE/OFFICE)

REQ#: RQ169958 Public Trust: NACI (T1) Requisition Type: Regular Your Impact
Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being of U.S. citizens.
Job Description
GDIT currently has a 80 person team providing systems development, operational and infrastructure support, and application support to the Administrative Systems Office (ASO) of the Administrative Office of the US Courts. The GDIT team is currently seeking an Application Support Analyst to join a dynamic team tasked with creating the Judiciary Electronic Filing System - Nationally Deployable System (JEFS NDS) which will modernize the current business systems and processes used by the Financial Disclosure Office (FDO), financial disclosure form filers, designees, and the public requesting reports. This role involves providing support to end users and working with the development team to diagnose and address issues that cannot be resolved by Tier 1 or Tier 2 support.
Job Description
This position will support four key areas for the system and for the organization -

• User Support and Help Desk Tier 1/Tier 2/Tier 3
• Testing
• Training
• Training Support

Duties and Responsibilities:
The candidate will be expected to provide dedicated application support services as outlined below:

• Provide Tier 1 customer support for user security administration, including the setup, removal and modification of user login accounts.
• Provide Tier 2 customer support to research and resolve items escalated from Tier 1, correct inaccurate data issues and provide guidance to Tier 1 staff.
• Provide liaison with the Tier 3 Support Team and system development teams as required to record and resolve software defects.
• Communicate and document progress of an issue in a ticket tracking system (AO currently uses HEAT ® SM, but is moving to ServiceNow).
• Provide liaison with members of the implementation team, select ASO/Business Office representatives, the System Development Support Office (SDSO) Training Team, SDSO Testing Team, and the National Support Desk (NSD) Tier 1 Support Teams.
• Apply updates to a Help Desk Knowledge Base.
• Support the JEFS NDS implementation team with roll out of the application.
• Support test event planning.
• Support test scenario development.
• Support test environment design.
• Support test data development.
• Support test script development.
• Support use case development.
• Prepare after action reviews.
• Provide severity code recommendations for identified defects/problem areas.
• Develop and provide training products (including job aids, electronic learning modules, procedure guides) to support technical and functional training.
• Review help desk trends to recommend additional training.
• Assist in review of training materials created by the SDSO Training Division.
• Monitor and respond to tickets.
• Other duties as assigned.
• Customer support requirements are from 7 am to 7 pm (hours to be split and rotated between two application support analysts).

Desired Qualifications, Experience, and Competencies:

• Five (5) plus years of Tier 1/Tier 2 help desk/user support experience with a major federal IT system.
• Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.
• Understanding of IT practices, service management, governance frameworks, and industry standards (i.e., ITIL, ITSM, COBIT, ISO).
• Proficiency in business tools, such as, Word, Excel, Power-Point, Visio, SharePoint, Teams, etc.
• Excellent written and verbal skills.
• Ability to work independently and without adequate guidance.
• Ability to analyze complex data and present findings in a clear and easily understood manner.
• Ability to present recommendations for consideration and influence as needed.
• Travel: As required to meet the requirements of the projects.
• U.S. Citizen or Green Card required.

Specialized Experience:

• Working knowledge of help desk tracking tools, preferably HEAT
• Working knowledge of IT tracking tools, preferably Jira.

Education and Certification Requirements:

• Bachelor's Degree in a relevant field and 10 years of experience.

Work Requirements
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Years of Experience
10 years of related experience

• may vary based on technical training, certification(s), or degree

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Certification
None - None
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Travel Required
Less than 10%
About Our Work
We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
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.