What are the responsibilities and job description for the Operations Support Analyst position at AGR, LLC?
The Operations Analyst supports the USCO eCO System and ImageTrust Operations and Maintenance contract through primary ownership of overnight monitoring operations, weekend maintenance window execution, and the full CDRL reporting portfolio. This position ensures contractual compliance across all recurring deliverable obligations and maintains continuous system visibility during overnight hours when core staff are off duty.
The Operations Analyst executes morning monitoring checks at the start of the day shift handoff, manages the ServiceNow ticket queue during the overnight window, maintains Standard Operating Procedures and system documentation, generates required reconciliation and audit reports, and serves as the primary staff member monitoring the weekend maintenance window from Saturday 10:00 PM through Sunday 6:00 AM ET. This individual contributes directly to the SLA compliance dashboard and quarterly incentive fee reporting process that governs contract performance assessment.
Required Qualifications
- Minimum two (2) years of experience in IT operations support, technical coordination, or systems administration in a federal or enterprise environment
- Experience with IT service management platforms such as ServiceNow or equivalent ticketing systems
- Demonstrated ability to generate technical reports, status documents, and operational logs accurately and on schedule
- Familiarity with ITIL framework concepts including incident management, change management, and problem management
- Working knowledge of Microsoft Windows environments and basic system monitoring procedures
- Strong organizational and documentation skills with attention to detail for CDRL deliverable compliance
- Ability to execute monitoring procedures independently using defined checklists and alert protocols
- Reliable remote connectivity capability including smartphone or laptop for off-hours alert response per Section C.3, Requirement 01(g)
Preferred Qualifications
- Prior experience supporting federal agency IT contracts with formal CDRL deliverable and SLA compliance requirements
- Familiarity with Oracle Siebel CRM or comparable enterprise application environments
- Experience with SLA compliance tracking and performance metrics dashboard reporting
- Working knowledge of basic SQL queries for data validation and reconciliation reporting
- Familiarity with Nessus vulnerability scan reporting or comparable security scan documentation
- ITIL Foundation certification
- Experience supporting overnight or weekend operations in a 24x7 federal IT environment
- Background in Library of Congress, federal civilian agency, or comparable public records system environments
Key Responsibilities
- Serve as primary on-call first responder for eCO system incidents during the overnight shift, ensuring 30-minute response compliance for Severity 1 and Severity 2 incidents per Section C.5 with escalation to the System Administrator or Senior System Administrator as required
- Execute nightly batch job monitoring and morning confirmation checks (Monday through Friday) including active reports, last status verification, and job completion confirmation with issue escalation
- Manage ServiceNow ticket queue during the overnight window including ticket classification, assignment, status tracking, and CDRL 17 documentation
- Execute weekend maintenance window monitoring (Saturday 10:00 PM through Sunday 6:00 AM ET) confirming completion of all maintenance checklist activities including offline page, database activities, database backup, server patches, configuration backup, LDAP backup, background jobs, Pay.gov activities, and system online verification
- Generate and submit weekly status reports every Monday per CDRL 10 covering milestones, key accomplishments, upcoming activities, issues, risks, incidents, and system uptime
- Generate and submit monthly status reports by the 7th business day of each month per CDRL 11
- Generate monthly DA Reconciliation reports by the first business day of each month per CDRL 12
- Support preparation of the monthly SLA Compliance Dashboard for COR review per CDRL 1
- Maintain and update Standard Operating Procedures, CONOPS, technical guides, and administrative documentation across all environments per CDRL 24
- Support release implementation checklist and migration checklist documentation per CDRLs 22 and 23
- Assist with incident report documentation, action plans, and lessons learned documents per CDRLs 16, 19, and 20
- Perform shift handoff briefing with the Day Shift Senior System Administrator at 8:30 AM ET covering overnight incidents, open alerts, ticket status, and pending items