Sr Service Support Analyst

Sr Service Support Analyst, Raleigh, NC, US

Service Support Analyst- Senior

• This is an on-site position.
  
  

This position will support duties consistent with documenting and coordinating activities with respect to physical security operations, operating and familiarity with the Genetec software and all system components deployed (FACS) for Physical Security.

• Develop, manage, track, and maintain the preliminary and updated Physical Security Site Survey Diagrams.
• Collaborate with Vendor to ensure final drafts of the Site Survey diagrams are representative of the equipment and hardware at a DOT Site or Location and stored in the DOT Physical Security document repository including when modifications occur.
• Manage and track the progression of future scheduled sites along with the Physical Security Manager and the IT-EMS Application Support Team; and provide weekly updates on security assessment requests from customers for the FACS Support Team.
• Maintain Physical Security standard operating procedures, policies, reports, and other documentation in collaboration with the Physical Security Administrative Assistant, Inventory Specialist, and Physical Security Manager.
• Submit and monitor progression of incidents and requests for FACS services in collaboration with the FACS IT-Application Support team using ServiceNow.
• Support inventory activities as needed and/or in the absence of the Physical Inventory Specialist
• Work with the Vendor Technicians to test and confirm proper operations of FACS devices and equipment for service calls, track and update status of assigned tasks within ServiceNow
• Confirm with the site point of contact regarding scheduled work to be performed by the Vendor, which includes preventative maintenance, repairing/replacing malfunctioning equipment, additions, modifications, and relocations.
• Provide guidance, training, and support to new and existing Physical Security colleagues as needed.
• Collaborate with the IT-Application Support team to maintain the Physical Security internal SharePoint site.
• Generate and review various audit reports to identify risks, faults, and areas of development within the access control system.
• Execute the necessary actions to resolve the identified risks, faults, and areas of development within the access control system to ensure the safety and security of NCDOT facilities.
• Collaborate with the Physical Security Administrative Assistant, the Physical Security Inventory Analyst, the ServiceNow team, and other supporting DIT-Transportation IT teams regarding the development and improvements of Physical Security related program features within ServiceNow.
• Participate in system upgrades to the access control system with other Physical Security and FACS IT-Application Support team
• Other job duties as assigned by Physical Security Management
  
  

Skill Matrix

• Ability to proactively identify and manage situations requiring complex communication for internal and/or external audiences Required 6 Years
• Ability to recognize and fully understand the limitations of business information systems in relation to business processes Required 6 Years
• Ability to exercise creative and critical thinking in evaluating complex situations and developing solutions Required 5 Years
• Ability to forecast level of future agency requirements Required 5 Years
• Ability to make recommendations on issues that affect the direction of business Required 6 Years
• Ability to identify and address the root cause of the issues Required 6 Years
• Ability to set short and long-term goals Required 5 Years
• Ability to interact and communicate with all levels of management and personnel Required 6 Years
• Self-motivated with a can-do attitude Required 6 Years
• Working knowledge of office applications (i.e., MS Excel, MS Word, MS Outlook, Visio, and PowerPoint) and standard office equipment Required 6 Years
• Experience with Adobe Acrobat Required 5 Years
• Working knowledge and experience with the ServiceNow applications Required 6 Years
• Excellent writing skills, knowledge, and ability to write policies and procedures Required 5 Years
• Ability to create step-by-step process flow charts Required 5 Years
• Preferred Associate’s degree in business or information technology from an appropriately accredited institution with 6 years of experience Desired 6 Years
• Bachelor’s degree from appropriately accredited institution in business, information technology or a discipline related to this position Nice to have 4 Years