Program Analyst (ACTR)

The representative will be part of a team responsible for providing IT customer service support to the CNIC enterprise.

Essential Duties and Responsibilities: 

Job duties include the following: (Other duties may be assigned.)

• Provides IT customer service, technical expertise enterprise wide for CNIC via phone, email, onsite or through tickets submitted through a ticketing tracking system (BMC Helix).
• Perform task order management by creating, removing and transferring services (computers, software, printers and peripherals) to and from task orders. Review services placed on the order mods to ensure that all requirements are captured and then submit for processing. Validates vendor invoices monthly.
• Onboard new hires by creating their NMCI/Flank Speed email, assigning a computer and setting up IT equipment at their assigned location (procure software and activate network port if needed).
• Lead project coordinator for IT projects such as tech refresh, cube renovations and building-wide Wi-Fi. Oversee the scheduling, technician coordination and asset lifecycle management.
• Analyzes business processes and identifies areas for improvement by creating Standard Operating Procedures (SOPs) to enhance end user self-sufficiency and issue resolution.
• Track and analyze inventory metrics for NMCI (Navy Marine Corps Intranet) hardware e.g. computers, peripherals and mobile devices as the CNIC HQ asset manager.
• Perform Purebred Agent duties by deploying gov’t iPhones in accordance with federal gov’t standards. Assists the end user in troubleshooting any issues.
  Creates, amends and submits purchase requisitions for NMCI through SAP ERP
• Collect, analyze and provide application data reports as directed.
• Handles customer problems that arise from the use of the above listed applications/processes.
• Creates processes for responding to customer inquiries.
• Troubleshoot errors and take prompt, appropriate action on customer complaints.
• Keys information into computer to compile work volume statistics for accounting purposes.
• Operates office equipment
• Attendance and punctuality are essential functions of this position.

Physical Requirements:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is primarily sedentary.

Education and Experience: HS and 6 years of direct work experience with the use of information technology to develop and/or integrate complex data. Familiar with leadership of teams to accomplish Enterprise goals.

Security Clearance:  A favorable T3 (Formerly NACLC) background investigation required.  Employee must maintain eligibility throughout employment. Active Security Clearance Preferred.