Senior IT Support Analyst – RSA Archer eGRC
Fairfax, VA 22033
Full-time
***Must be a U.S. citizen eligible to obtain a security clearance. Cannot do C2C or 1099.***
Tellenger, Inc. seeks a driven and passionate IT professional to join our team and provide ongoing Tier III support for the Department of Homeland Security (DHS) Continuous Diagnostics & Mitigation (CDM) Dashboard. This dashboard environment uses the RSA Archer Enterprise Governance, Risk, and Compliance (eGRC) environment as the baseline with customized configurations and the development of On-Demand Application (ODA) modules.
Experience:
We seek a self-starter who has experience working directly with end users and clients to solve complex business and IT challenges. You should be a results-oriented professional with a proven ability to overcome challenges in difficult environments who can demonstrate that you’re a creative and energetic analyst with a passion for excellence and a deep understanding of how well-managed technology can help an organization meet its mission. This is an opportunity for you to a make a significant impact — with our clients, partners, and within Tellenger.
Tellenger requires a leader with experience:
- Working with the RSA Archer eGRC environment or a related technology
- Performing application administration
- Providing IT customer support
- Taking ownership of tasks
- Ensuring client satisfaction with deliverables created by you and the team
Additionally, you will:
- Work directly with Tier III customer support representatives from a host of associated dashboard implementation contractors (CMaaS contractors)
- Elicit customer feedback and surveys to monitor project success and to identify process improvement opportunities
- Resolve Tier III issues when possible, or elevate to team technicians as necessary to resolve complex CDM Dashboard issues and incidents
- Record, track, and report on Tier III issues as directed by team leadership
- Update the frequently asked questions (FAQ) resource with details about resolving issues
- Provide training assistance to associated CMaaS contractor personnel and participate in creating and editing training documentation
- Identify ways to add value to the client and agency both within the bounds of existing contracts and by identifying new opportunities
Education, Knowledge, Technical Skills, and Ability:
- Associates degree or higher in Computer Science or a related discipline is preferred but not required, or the equivalent combination of professional training and work experience
- At least 5 years’ experience providing technical support or system administration
- At least 3 years’ experience with Federal Government customers
- Exemplary communication, writing, and presentation skills
- Proficient with Microsoft Office Suite, SharePoint, and Team Foundation Server
- Experience with the following technologies is preferred: RSA Archer eGRC, SQL Server 2016+, Windows Server 2012+, RabbitMQ
- RSA Archer Administration certification is highly preferred but not required
Apply: Email us your (1) Cover Letter explaining why you’re interested in this position and (2) Resume.
Start Date : As soon as possible.
Benefits : Great work environment, full health insurance, 15 days PTO, Federal holidays, and opportunities for advancement.
Salary : Commensurate with experience.
About Tellenger : Tellenger, Inc. is a is a CMMI Level 3 software design and IT strategy firm that specializes in developing complex, custom software to help Government agencies achieve their objectives. We craft custom web-based software apps ranging from complex, enterprise-level builds to traditional websites and mobile technology. Our strength is aligning an organization’s objectives to the right technology, then building the solution. Founded in July 2007, we have multiple long-term government contracts as well as private sector clients making for interesting and diverse work. An outcome of the quality of our work has resulted in the company achieving significant double-digit growth each year in business and even doubling revenue a number of years.