INFORMATION TECHNOLOGY SPECIALIST (SYSANALYSIS)

Full Job Description

This position is part of the Defense Security Cooperation Agency.

The incumbent will be responsible for serving as a System/Business Analyst, providing advanced technical expertise in the analysis, design, integration, support, and optimization of enterprise information systems.

You may qualify at the GS-12, if you fulfill the following qualifications: One year of specialized experience equivalent to the GS-11 grade level in the Federal service: Utilizing O365, O365 architecture (intranet/extranet), SharePoint Online, Power Platform, or front-end web development technologies such as HTML, PowerBI, JavaScript/TypeScript, ASP.NET showing the ability to design and build responsive O365 applications and solutions Performing operations or sustainment of the ServiceNow Platform understanding the interface, navigation and core application, or access control capabilities Performing ServiceNow administration and configuration including the ability to manage data, reporting, troubleshooting, basic maintenance, and monitoring of the platform Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social).

Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment.

You will receive credit for all qualifying experience, including volunteer experience. Major Duties:

As a INFORMATION TECHNOLOGY SPECIALIST (SYSANALYSIS) at the GS-2210-12 some of your typical work assignments may include: Performs complex troubleshooting and root cause analysis across O365 services, integrated applications, and other applications, resolving technical issues and coordinating corrective actions with developers, cloud engineers, and cybersecurity personnel.

Collaborates extensively with stakeholders, including program managers, mission/business process owners, cybersecurity teams, and technical specialists, to ensure that system solutions incorporate required security controls, follow Zero Trust principles, and comply with federal mandates such as Risk Management Framework (RMF).

Conducts meetings and provides briefings on assigned aspects of IT system design with MILDEP/DSCA/DFAS/SA customers to review design proposals, compatibility with requirements, priorities, and interface capabilities and provides production support assistance to resolve emergent critical issues for resolution of Helpdesk/Customer Service tickets.

Serves as the technical Subject Mater Expert (SME) for the agency's implementation of the ServiceNow Platform, providing technical expertise in the configuration, administration, and sustainment of the platform environment.

Performs complex troubleshooting and root-cause analysis across the ServiceNow environment, working closely with the manufacturer, module product owners/SMEs, and the platform application developers to coordinate and resolving issues related to workflows, integrations, access controls, and system performance.

Incumbent assists in planning and implementing platform upgrades, maintaining/auditing license utilization and future needs, system integrations, and enhancements by estimating level of effort, identifying dependencies, and supporting project timelines.