Senior IT Operations Analyst

ArcSource Group, Inc. is an award-winning, woman-owned small business providing program and project management, business optimization, training development and delivery, digital accessibility, administrative, and information technology support services to federal civilian and defense customers for more than 20 years. ArcSource combines agile project management expertise and technical skills with innovative, effective solutions to help our customers achieve mission objectives. ArcSource’s commitment to delivering high-quality services is demonstrated through its appraised processes and ISO certifications for quality and IT management.

We are seeking a Senior IT Operations Analyst to join our team of qualified, diverse individuals. We are looking for a candidate who can provide technical and strategic support to the PMO on the Department of Defense (DoD) Procurement Integrated Enterprise Environment (PIEE).

Position Location: Fully Remote/Telework Environment

Clearance Level Required: Active Secret Clearance

Key Responsibilities/Requirements:

• Coordinate, manage, and lead enterprise-level IT projects and initiatives supporting customer-facing systems and solutions.
• Maintain situational awareness of critical IT systems, operational status, customer-impacting issues, upcoming capabilities and deployments, and high-priority project activities.
• Coordinate emergency incident response activities, including technical coordination, stakeholder communications, leadership updates, escalation activities, and root cause analysis.
• Analyze and support the resolution of operational issues affecting business-critical systems and applications.
• Coordinate with help desk personnel, technical teams, government stakeholders, and customers to address complex IT operational issues.
• Support cloud platform technologies and associated operational activities.
• Support the Software Development Life Cycle (SDLC) for custom software development and application delivery.
• Support backup, disaster recovery, and system recovery activities.
• Apply ITIL processes and supporting tools, such as ServiceNow, JIRA, and Confluence, to IT operations and project activities.
• Apply working knowledge of network infrastructure, the OSI model, APIs, PKI technologies, SFTP, and related technologies to support troubleshooting and operational coordination.
• Develop and support scalable and efficient solutions to complex business problems and workflows.
• Develop, interpret, and maintain policies, procedures, and standards supporting Federal and DoW programs.
• Communicate effectively with technical teams, customers, stakeholders, and leadership across remote communication platforms in a fast-paced environment.
• Prioritize competing incidents, operational requirements, and project activities based on severity, customer impact, and mission need.

Education and Experience:

• 5-7 years of experience implementing, coordinating, or supporting IT projects and initiatives involving customer-facing solutions.
• 5-7 years of experience working with cloud platform technologies; AWS experience preferred.
• 2-3 years of experience supporting the Software Development Life Cycle (SDLC) for custom software development and application delivery to customers.
• Experience with ITIL processes and supporting tools such as ServiceNow, JIRA, and Confluence.
• Working knowledge of the OSI model, network infrastructure, APIs, PKI technologies, emergency incident response, SFTP, and disaster recovery methodologies.
• Demonstrated experience independently coordinating, managing, and leading enterprise-level IT projects and initiatives.
• Demonstrated technical ability to develop or support scalable and efficient solutions for complex business problems and workflows.
• Strong analytical and problem-solving skills supporting business-critical systems and operational issues.
• Excellent written, verbal, and interpersonal communication skills.
• Experience developing, interpreting, or maintaining policies, procedures, and standards supporting Federal and Department of War programs.
• Demonstrated ability to collaborate effectively using remote communication platforms such as Microsoft Teams, Zoom, and email in a fast-paced environment.

Preferred Skills and Experience:

• Bachelor of Science degree in Computer Science, Information Technology, or a related field; equivalent relevant experience may be considered.
• 5-7 years of related experience supporting software development using Agile methodologies and/or infrastructure design and management.
• 3-5 years of experience managing cloud platform backup and disaster recovery technologies and methodologies.
• 3+ years of experience supporting end-user customer service desk or help desk operations.
• Knowledge of SQL query execution and data manipulation used to develop custom reports.
• Relevant professional certification such as Security+, Cloud+, Project+, Project Management Professional (PMP), or comparable credential.
• Experience with the Procurement Integrated Enterprise Environment (PIEE) or other Defense Logistics Agency (DLA) applications.

Employee Benefits:

• Medical, Dental, & Vision Benefits
• Employer-paid long-Term & Short-Term Disability, Life Insurance
• 401k Plan with generous company matching
• 15 days PTO and 11 Federal Holidays for full-time employees working on Federal Contracts
• Employee Assistance Program
• Salary dependent on skills and experience

Minimum Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the minimum knowledge, skill, and/or ability required.

• Problem-Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
• Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
• Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.
• Planning/Organizing - Prioritize and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
• Language Skills - Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, proposals, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Mathematical Skills - Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Reasoning Ability - Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to question activities and issues in all functional areas and make sound business decisions based on that data.
• Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the position. While performing the duties of this Job, the employee is regularly required to sit, talk, type or hear. The employee is frequently required to walk; use hands and fingers, handle, or feel and reach with hands and arms.

If you need to request an accommodation if you are unable or limited in your ability to use or access https://arcsourcegroup.com/careers, please email [email protected] and provide your name and contact information. 

Applicants selected will be subject to a government security investigation and must be able to obtain a government-granted security clearance. Individuals may also be subject to a background investigation including, but not limited to, criminal history, employment and education verification, and drug testing. 

We are an equal opportunity employer and make employment decisions based on qualifications, merit, and business need. We participate in the E-Verify Employment Verification Program.