Enterprise Watchfloor Analyst

This is an exciting opportunity to contribute to high-priority missions and be part of a dynamic, dedicated team in a fast-moving environment.  If you are passionate about IT operations, enjoy problem solving, and want to play an important role in ensuring mission success, we want to hear from you!

What you'll be doing:

• Take charge of critical Priority 1 tickets, seeing them through to resolution.
• Monitor the operational health of all cells within the ESC (e.g., PSOC, CSOC) to ensure complete situational awareness of NGA IT services.
• Communicate key updates on operational infrastructure status to relevant stakeholders.
• Provide clear and concise briefings to senior leadership on the current status of the IT enterprise.
• Prepare and present the Daily Operations brief, ensuring stakeholders have the latest information.
• Collect, coordinate, and deliver insights into upcoming days’ operations and activities.
• Recommend strategies to minimize downtime, reduce mission impact, and restore services as quickly as possible.
• Assess the impact of incidents on mission capability and prioritize service restoration.
• Coordinate with impacted mission partners during unscheduled outages to provide updates on status, actions, and estimated recovery times.
• Take on additional responsibilities as needed to support team goals

What we're looking for:

• Bachelor's Degree and 2+ years relevant experience or
• Associate’s degree and 4+ years relevant experience or
• 6+ years of relevant experience
  • Experience in an IT Operations Center
  • Operational experience with ServiceNow
  • Experience in the Intelligence Community
• TS/SCI Clearance with the ability to obtain CI Poly

Knowledge, Skills, and Abilities:

• Flexibility to work Panama days. 
• Self-starter who thrives in both independent and collaborative work environments.
• Ability to manage multiple tasks under tight deadlines in a fast-paced contracting setting.
• Strong communication and collaboration skills for working with diverse stakeholders
• Friendly, approachable demeanor with great interpersonal skills.
• Proficient with Microsoft Office Suite, including Word and Excel.
• Comfortable providing technical assistance and support over the phone and providing end-user support for frequently asked technical issues.
• Strong problem-solving skills with the ability to visualize and creatively address challenges.