Software Engineer, IT Support

Responsibilities

The Contractor shall manage and execute the technical activities required to design, develop, integrate, test, and field applications and cloud computing resources to meet the USCG TDL Owner's deployment timelines and goals. These activities include:

• Develop and maintain Application Program Interfaces (APls) required for USCG information systems to pull data from CG-OWL.
• Customize CG-OWL User Interfaces for USCG use.
• Gather CG-OWL user feedback, assess validity, and present to Effort POC to collaboratively add and prioritize features to the Product Roadmap / Backlog.
• Conduct Operational and User Acceptance Testing.

The Contractor shall monitor and report to the USCG, CG-OWL performance metrics as outlined in the USCG Modernized Learning Management System CONOPS to ensure compliance. To meet availability and performance requirements, the Contractor shall (C.5.4.1):

• Report performance metrics to USCG once per month, including any planned or unplanned downtimes and a summary of actions to address the downtime, and future mitigating factors.
• Address all defects found in the MLMS system, or inform third parties (e.g., Moodle, Learning Locker, Rustici, Cloud One) of any defects found.
• Update existing Sys/App Admin process guides from the USAF and USCG required to maintain the CG-OWL.
• Identify gaps in Sys/App Admin process guides required to maintain the CG-OWL.
• Assist Training Course owners upload course material.
• Coordinate with Tier 1 and Tier 2 help desk to understand areas of friction for end-users.
• Provide Tier 3 assistance for issues escalated through service desk process and critical issues.
• Keep process guides updated for System Administrators in accordance with the latest process or software release.
• Defects will be reported in a central USCG SharePoint system, and will include all available information, as well as contact information of defect reporter. The SharePoint will only be accessible by Tier 1, Tier 2, and those identified by the Effort POC (C.5.4.1).

• The Contractor shall provide Tiered 3 Support for CG-OWL Monday through Friday  ET excluding Federal Holidays. Tiered 3 support is defined by advanced support requiring investigation on a code level.
• The Contractor shall utilize the primary USCG ticketing system, currently CGFixIT (BMC Remedy), to properly document and respond to all incidents, problems, service requests, and maintenance IAW applicable USCG process guides, policies, and procedures.
• The contractor shall use the following CGFixIT (BMC Remedy) functional roles:
  Incident Assignee, Incident Manager, Work Order Assignee, and Work Order Manager.

• Bachelor's degree
• Possess IAT Level II certification
• At least 3 years' revelant experience

• Active Secret clearance

CESI recognizes that our strength is our people. We support every employee as an individual to build strong teams across the enterprise. Our benefit package includes:

• Medical, Dental & Vision Coverage
• Wellness Program
• 401(k) Matching
• Disability (Short Term & Long Term)
• Employee Assistance Program
• Life Insurance
• Education & Training
• Generous Leave Policy (11 Federal Holidays, PTO, Military Leave, Bereavement and Jury Duty)

CESI is committed to principles of inclusion and equal employment opportunity. We foster a non-discriminatory, professional work environment for all our teams. We do not discriminate based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, genetic information, national origin, age, marital status, disability, or veteran status.