Service Support Analyst- Senior

Job: Service Support Analyst- Senior

Location: Raleigh, NC - Onsite

• 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

Required Skills:

• Ability to proactively identify and manage situations requiring complex communication for internal and/or external audiences
• Ability to recognize and fully understand the limitations of business information systems in relation to business processes.
• Ability to exercise creative and critical thinking in evaluating complex situations and developing solutions
• Ability to forecast level of future agency requirements
• Ability to identify and address the root cause of the issues
• Working knowledge of office applications (i.e., MS Excel, MS Word, MS Outlook, Visio, and PowerPoint) and standard office equipment
• Experience with Adobe Acrobat
• Working knowledge and experience with the ServiceNow applications
• Ability to create step-by-step process flow charts
• Preferred Associate s degree in business or information technology from an appropriately accredited institution with 6 years of experience