Program Analyst/JIRA Support Specialist

Job Description

Description

SAIC is seeking a Customer Support Specialist (JIRA) to support the AWP Program.  This position will provide customer support services and work closely with assigned staff, senior specialists, or task leads to ensure customer satisfaction. 

Duties may include:

• Coordinate tasking responses associated with the customer to ensure governance policies, opinions and perspectives of the Globe are fully coordinated and accurately reflected.
• Participate in tracking feedback daily from the customer audience to gauge customer experience.
• Perform customer service duties to include email response and disposition of customer feedback as appropriate.
• Identify product and service discrepancies for online feedback for the customer.
• Develop user stories/features based on feedback inputs from JIRA and maintain this information.
• Assist in the maintenance of metrics on feedback status.
• Lead and conduct briefings.
• Data verification

Qualifications

• Active TS/SCI is required.  Ability to obtsin a CI Poly is also required.
• Must possess a bachelor’s degree with 7-10 years of related field experience.
• Must possess good communication skills, good written skills, and ability to work in team environment.
• Ability to confidently brief at multiple audience levels (i.e. New employees to Senior level leaders)
• Demonstrated experience in a distinct functional or cross functional business area (experience may be broad based crossing government or industry markets and may also include knowledge of applicable tools, methodologies, or best practices).
• Demonstrated experience to manage and adjudicate application feedback.
• Demonstrated experience applying data gathering and analytical skills.
• Minimum of 1-year experience working with JIRA applications.

Desired

• Minimum of 2-3 years’ experience working with Microsoft SharePoint.

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.