Remote Position – Associate System Analyst

C loud Lake Technology , LLC an Akima Company, is a n A l a s ka N a t i v e
– own e d S mall Dis a dv a n t a g e d 8 ( a ) busin e ss and a leading consulting firm, providing expertise and tailored solutions to meet our federal clients’ emerging capability needs in strategy, operations, digital, and technology.

Combining unmatched experience and specialized expertise across over dozen federal programs – underpinned by its our value-driven delivery model – Cloud Lake works at the intersection of business and technology to help our clients optimize their mission capabilities, create sustainable value for their service, and enhance customer and business experience for the organization and its stakeholders.

Cloud Lake keeps Service in the core of its operation and it also underpins our hiring philosophy and practice; 45% of Cloud Lake’s employee base consists of military service members enabled by our corporate-wide programs and initiatives to support our military men and women in and out of the uniform.
Cloud Lake is currently seeking an Associate Systems Analyst for our Digital Service and Advanced Analytics programs with a growing global customer base and geographically disparate project support teams.

This role supports various special projects as required by our clients, and requires an active Secret Clearance, or the ability to get one.
Responsibilities
Perform site updates as required, achieving 95% accuracy.

Identify, triage, and resolve all reported incidents (24x7x365) across major platforms hosting hundreds of sites used worldwide, following the established incident management process and completing the Incident Report as required.

The Associate System Analyst may alternatively train end-users to perform the resolution steps through self-service, or by another area, such as AWS Platform Operations., based on Cloud Lake’s organizational structure and separation of duties principles in place.

Work closely with end users to implement change requests on their websites, this can include importing content, reorganizing content and providing guidance on the placement and formatting of content.

Communicate, plan, schedule, document, and manipulate data (spreadsheet and databases) for existing metrics and program related issues as needed.

Perform and conduct research of potential resolution of technical issues.

Work closely with AWS Platform Engineering, Security, and Development teams to incorporate customer feedback and address key support and usability concerns for customers.

Perform manual changes required after a production push of new development.

Assist in the development and implementation of internal knowledge base.

Communicate and interact effectively with internal and external partners including but not limited to, 3rd party support team, Government customers, and system users.

Analyze, review, measure, and report on Service Level Performance against agreed upon SLAs and provide ongoing recommendations for process improvement.

Evaluate tools, best practices, technologies, and approaches to service delivery problems / issues for incorporation into the overall service management policies and procedures.

Administer and maintain the service management tool, and promote the proper use of the tool to ensure each user experience quality / reported incident is properly documented, monitored, resolved, and evaluated.

Maintain and adhere to the established standard operating procedures.

Other Duties as assigned.

Minimum Qualifications
Bachelor’s degree, 4+ years of military active duty, or relevant experience in a technical or analytical field.

Proficiency with HTML.

Experience with WordPress required.

Ability to obtain a Public Trust.

Strong written and verbal communication skills.

Strong troubleshooting and conflict resolution skills.

Ability to work flexible hours and be on-call.

Experience with image editing software, Adobe product suite a plus.

2 Years demonstrated experience with IT Support.

This position requires schedule flexibility and the ability to cover other shifts when necessary.

The duties and responsibilities listed in this job description generally cover the nature and level of work being performed by individuals assigned to this position.

This is not intended to be a complete list of all duties, responsibilities, and skills required.

Subject to the terms of an applicable collective bargaining agreement, the company management reserves the right to modify, add, or remove duties and to assign other duties as may be necessar y.

We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.
We are an equal opportunity employer.

All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law.

We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

If you have a physical and/or mental disability and are interested in applying for employment and need special accommodations to use our website to apply for a position please contact, Recruiting Services at job-assist@akima.com or 571-353-7053.

Reasonable accommodation requests are considered on a case-by-case basis.
The dedicated email and telephonic options above are reserved only for individuals with disabilities needing accessibility assistance to apply to an open position using our website.
Please do not use the dedicated email or phone number above to inquire on the status of your job application.
In order for our company to stay compliant with government regulations, please apply on line.

Please DO NOT email resumes or call in lieu of applying online unless you have a physical and/or mental disability and need assistance with the online application.
Shift
Evening Job
Primary Location
US-VA-Sterling
Organization
Cloud Lake
Job
Information Technology
Ongoing
Travel
No
Clearance Level
Suitability