• Service Desk Analyst

    BigBear.ai (Columbia, MD)


    Overview

     

    BigBear.ai is seeking a Service Desk Analyst to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction. This position supports a high visibility project for a data analytics team on-site at a customer facility.

     

    What you will do

    User Support

    + Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)

    + Provide clear, friendly and effective communication to assist users to resolve their issues

    Issue Resolution

    + Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution

    + Escalate issues to higher-level support, if necessary

    Incident Management

    + Record and track incidents and service requests using the Jira ticketing system

    + Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs)

    Technical Knowledge

    + Maintain a strong understanding of the organization’s infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner

    + Remain up-to-date with technology trends and advancements to contribute to process improvement

    Documentation and Knowledge Base

    + Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team

    Collaboration

    + Work closely with other team members, such as system administrators and application developers, to address complex issues

    What you need to have

    + Bachelor’s degree in relevant field (i.e., Information Systems, Software Engineering)

    + 4+years of experience

    + Clearance: TS/SCI w Poly

    + Excellent interpersonal and customer service skills to provide effective and courteous support to end-users

    + Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization

    + Ability to communicate technical information in a clear and understandable manner is crucial

    + Proven problem-solving skills to identify issues, analyze data, and make informed decisions

    + Experience with JIRA ticketing process and reporting capabilities or similiar service desk software

     

    What we'd like you to have

     

    + Basic understanding of business intelligence suites (Tableau, PowerBI, COGNOS, etc.) desired

    + Basic understanding of relational databases desired

    + Basic understanding of reporting/analysis tools (PowerBI, Tableau, Jupyter Notebooks, Python, R) desired

     

    About BigBear.ai

     

    BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on Bigbear.ai’s predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in McLean, Virginia, BigBear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit https://bigbear.ai/ and follow BigBear.ai on LinkedIn: @BigBear.ai and X: @BigBearai.

     

    BigBear.ai is an Equal opportunity employer all protected groups, including protected veterans and individuals with disabilities.

     

    Know your rights (https://www.eeoc.gov/poster)

     

    Employee Rights