Tier III​/O&M Technical Support Analyst

Duties and Responsibilities

The candidate will be expected to provide dedicated O&M/Technical Support as outlined below:

• Critical issue (Tier III) response and resolution services. Identify, research, and resolve reported application issues. Includes diagnosing the nature of the user or system issue and coordination of additional Tier III resources such as development, database, and network SMEs.
• Coordinating the technical portion of System Releases which includes maintaining Release Notes, briefing stakeholders on changes, coordinating additional groups such as Testing and Training and assisting the Operations and Management Branch on release coordination.
• Perform testing and analysis as part of the system development process. Support various testing activities, either by performing system testing or supporting the Testing Services Division’s testing activities.
• Perform software deployments as required and supporting the verification of systems changes after deployments. Perform unit testing. Create end user scenarios and support user testing.
• Assist as necessary in creating training materials and conducting functional reviews of the system. Create and run product demonstrations.
• Understanding and maintaining the configuration of the system both inside and outside the application. Inside the application includes user, system, and other administrative settings. Outside the system includes application configuration files and configuration such as SSL certificates. Add or update application referential data.
• Daily monitoring of production schedules, interfaces, outputs, process/system exceptions, and other operational activities to verify correct operation.
• Daily operations support for all components of the system (web application, operating system, file management).
• Daily maintenance of all ancillary environments (development, stage, UAT, demo, help desk).
• Interface and integration management.
• Update system and technical documentation. Including existing and create new business process flow documents, and as–is and to–be process flows. Recommend and update system functional requirements based on process analysis. Provide technical write-ups and standard operating procedures.
• Create functional requirement specifications. Document system performance needs.
• Create communications about system changes tailored to a variety of audiences including ASO management, other Directorates, court unit management and end users.
• Coordinate with the government to review work requests for priority, authorization, and acceptance.
• Develop solutions in accordance with US Courts and ASO policies and procedures.
• Provide subject matter expertise recommendations in work execution for technical best practices and to provide cost savings and process improvements to the government.
• Use the shared SDLC resources provided by the AO including but not limited to Jira, Confluence, Gitlab, Fortify, and Sonatype.
• Provide solution approach artifacts and demos prior to execution for review and approval by the government.
• Document status on tasks daily.
• Provide Tier II support as required.
• Other duties as assigned.
• Interacting with the end users on case-by-case scenarios.

• Experience with pay or budgeting business rules and systems.
• Experience with financial business rules and systems.
• Five (5) plus years of relevant operations and maintenance support experience with a major federal IT system.
• Experience and knowledge in principles and practices of software development lifecycle (SDLC) and Agile methodologies.
• Familiarization with open-source applications, LAMP.
• Linux administration experience (permissions, SE Linux, running scripts, cron jobs, mounting drives, Firewall rules).
• Familiarization using code editors such as Microsoft Visual Studio Code.
• Familiarization with Ansible and Git.
• Familiarization with Bash, YAML, Python, and PHP.
• Windows administration experience (file shares/mounted drives).
• Experience working with MySQL database.
• Experience with Extract/Transform/Load (ETL).
• Familiarity with Redis.
• Familiarity with Apache Solr.
• Familiarity with SQLyog, DBeaver, and Microolap.
• Experience working in a load-balanced environment.
• Understanding of IT practices, service management, governance frameworks, and industry standards (i.e., ITIL, ITSM, COBIT, ISO).
• Proficiency in business tools, such as, Word, Excel, Power-Point, Visio, SharePoint, Teams, etc.
• Excellent written and verbal skills.
• Ability to work independently and as part of a larger team.
• Ability to analyze complex data and present findings in a clear and easily understood manner.
• Ability to present recommendations for consideration and influence as needed.

• Working knowledge of IT tracking tools, preferably Service Now and Jira.

• A bachelor’s degree in a relevant field and 10+ years of experience are required.

The likely salary range for this position is $114,750 - $155,250. This is not, however, a guarantee of…