Akima is hiring a Systems Management Technologist to support The U.S. Geological Survey’s (USGS) Water Mission Area (WMA). The Systems Management Technologist would provide application support services to create and maintain systems and operational documentation, procedures, and methods for a suite of integrated applications. This includes development of application knowledge bases and software libraries, including detailed information on application dependencies, licensing, versioning, and third-party software components. Centralization of operational documentation is critical to IT service management processes, and supports the organization’s ability to troubleshoot incidents, diagnose root causes of problems, and respond to customer support requests. A detailed knowledge base is needed to help mitigate risks associated with deployment of releases and configuration changes, and assist with cross-training and onboarding of new team members.

The Systems Management Technologist will work with the Enterprise Technology Office (ETO) to perform work organized within the ETO by creating and maintaining systems and operational documentation, procedures, and methods for enterprise applications hosted on both on-premise and cloud-based infrastructure. They will play a key role in the development of application knowledge bases and software libraries that support application management and other IT service management processes.

• Duties related to the Systems Management/IT Solutions Analyst include, but are not limited to:
• Help with daily operational tasks and standardized tasks for enterprise applications.
  • Create and update knowledge bases and user support documentation based on business requirements.
  • Document application dependencies, version histories, licensing requirements, security policies, etc.
  • Perform application operations and maintenance activities including generating outputs, managing data, troubleshooting problems, and assisting users.
  • Participate in integration tests associated with hardware and software updates and integrations with other products.
  • Assess application performance and resource utilization.
  • Coordinate with application product owners and sponsors, software and infrastructure developers, systems administrators, and enterprise architect related to application management processes to ensure functionality and user acceptance.
  • Onboard new users and provide training.
• Provide technical and service support for end users.
  • Respond to customer service requests through an enterprise ticket system and team chat channels.
  • Escalate certain requests, reported bugs, and enhancement requests. Communicate with the next tier support team, provide background information, and assistance as needed.
  • Experience using monitoring and IT discovery tools to troubleshoot IT systems such as Zabbix, nmap, Cloud Checker, vCenter, BigFix, etc.
  • Create and maintain user support documentation, SOPs, training material, etc.
• Support incident management and problem management processes.
  • Triage, communication, document, and escalate incidents and problems.
  • Create and update troubleshooting decision trees
  • Contribute to root cause analysis associated with problem management processes.
  • Test solution options and deploy fixes for application issues.
• Help with notification and communication to users and stakeholders for planned and unplanned events and outages
• Email notifications of planned and unplanned outages to stakeholder groups using standard templates and SOPs for format and distribution.
• Post information about planned and unplanned outages on the ETO website including updating calendars, notification lists, and website pages.
• Attend meetings, correlate tickets, develop after action reports, and communicate summaries and trends to stakeholders and management.
• Review and report on impact to Service Level Objectives

• Bachelor’s Degree with 3 years’ experience
• Or 5 years’ direct relevant experience
• Customer service experience
• Ability to work day shifts starting as early as 8:00 ET and ending as late as 6:00 PM ET, with flexibility to rotate start and end times with the team.

Work Where it Matters

Akima Systems Engineering (ASE), an Akima company, is not just another federal systems support contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.

At ASE, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.

For our shareholders, ASE provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.

For our government customers, ASE delivers solutions in maritime IT, systems engineering, and integration across the Department of Defense and stands ready to help improve operational performance at a reasonable and sustainable cost.

As an ASE employee, you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.