Program Analyst Senior

Description

• Collects data and gathers information from various resources on the application, operating system, network, system, or database that experienced a Problem to understand, analyses, and then document the root cause(s).
• Performs sound research and analysis to identify customer requirements, identifies information gaps and requests for information, obtains required information to meet customer and leadership expectations, and takes appropriate actions within the specified timeframes as defined in applicable policies, directives, regulations, guidelines and service level agreements to address the customers' needs.
• Serves as a problem facilitator and advisor to system owners that, identifies trends and areas where additional support may be needed.
• Maintains current knowledge on Problem M anagement policies, directives, and desktop procedures, to answer customer inquiries, execute the tasks associated with problem management in a timely manner, and determining when major problems or issues require supervisory decisions.

• Assesses the technical expertise necessary to understand a given problem, gathers the technical subject experts, and leads the efforts for researching, evaluating, diagnosing, Problems causes, and provides corrective actions.
• Identifies alternate approaches to problem resolutions; frequently modifies and adapts precedent solutions to unique requirements to solve a wide variety of highly complex network and system related problems, suggests alternative means of meeting operational requirements through known workarounds.

• Expert level knowledge, skills, and abilities required by the incumbent to successfully fulfill the Major Duties and perform the tasks required for this position:
  • Knowledge of computer networking concepts and protocols, and network security methodologies
  • Knowledge of risk management processes (eg methods for assessing and mitigating risk
  • Knowledge of physical computer components and architectures, including the functions of various components and peripherals (e.g., CPUs, Network Interface Cards, data storage)
  • Knowledge of procedures used for documenting and querying reported incidents, problems, and events.
  • Knowledge of laws, regulations, policies, and ethics as they relate to cybersecurity and privacy
  • Knowledge of cybersecurity and privacy principles
  • Knowledge of cyber threats and vulnerabilities
  • Knowledge of specific operational impacts of cybersecurity lapses

• Position acts as a Tier VI Customer Support Analyst for the entire Dept of VA. This is the highest level of support available in the agency. Position is not resolving issues but investigating problems which are the result of resolving large, widespread outages that have a national impact on patient care, veterans benefits, and/or cemetery operations.
• Knowledge of mission, goals, objectives, terminology, management practices, directives, policies, and procedures within the Office of Information and Technology (OIT) to interpret and provide guidance on meeting service level agreements to prevent future IT service interruptions .
• Advanced level knowledge of programs, applications, operating systems, and equipment of customer organizations to understand impact to patient care, veterans claims, and cemetery operations when performing problem analysis.
• Mastery of business processes and operations of customer organizations to assist in developing requirements to ensure service availability for systems that have a critical business impact.
• Expert level knowledge of the IT Infrastructure Library (ITIL) service/support model and ITIL incident, problem, and change management processes.
• Expert level knowledge of organization's IT infrastructure, systems and applications (government off the shelf (GOTS) and commercial off the shelf (COTS)) to facilitate problem analysis, recommendations, and preventative actions to reduce critical IT Service disruptions.
• Mastery of problem management activities to including detection, recording, classification, assignment, and resolution.
• Extensive knowledge of IT investigation techniques and analytical methods and practices is necessary to identify the root cause of the major IT service outage and facilitate and implement the corrective actions necessary to prevent reoccurrence.
• Expert knowledge of new and emerging technologies and how they interconnect with other technology areas, to aid in the investigation of highly complex and sometimes rare IT service disruptions.
• Mastery of problem solving, and analytical methods needed to gather, assemble and analyze facts, draw conclusion, and devise solutions to problems necessary for preventing highly complex IT service outages that often impact several technology areas.
• Expert oral and written communication skills necessary for daily preparation of reports, email notifications, executive leadership briefs, and teleconferences discussing highly complex, often controversial IT Service disruptions, as well as representing the organization in the most professional manner with other internal and external organizations.
• Expert organizational and multi-tasking skills required for balancing multiple ongoing IT problem investigations, ongoing written and oral communications with multiple people or organizations and ongoing researching of existing problems.
• Extensive knowledge of IT Service Management tools, enough to complete work assignments associated to Incident, Problem, and Change Managements.
• Expert level knowledge of Network and Server systems architecture, including hardware and software components and the interoperability and interrelationships between all, for prompt resolution of highly technical and complex IT Problems
• Mastery of communication techniques to communicate highly complex technical requirements to technical management, as well as non-technical customers and business unit stakeholders.
• Knowledge of teamwork methods to contribute to the analysis of facts and information, proposed actions and recommendations, interpretation of compatibility and consistency of technology areas, judgment and application of policy, and resources.

• Bachelor's Degree in Business Discipline, plus 10 years of experience. Eight (8) years of relevant experience may be substituted for degree.
• Ability to obtain Public Trust Clearance
• US Citizen Federal Contract requirement
• Ability to work in a matrix team environment, actively and effectively managing relationships with customers, build and release managers, technical teams, product development, project managers, and other application managers.
• Experience leading information technology projects involving innovation and/or modernization.
• Experience developing and reporting upon metrics relative to operational and financial performance.
• Excellent organization and analytical skills.
• Exceptional ability to communicate with leadership, staff and customers