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Enterprise - Outreach SME - Query, Discovery, JIRA

Annapolis Junction, MD
Erias Ventures was founded to serve its customers with an entrepreneurship mindset. We value creative problem solvingopen communication, and empowering our employees to make decisions and put forth new ideas.

We are seeking engineers who wish to grow their careers and want to become part of a strong, entrepreneurial-minded, and technical company focused on bringing innovative solutions to the difficult mission problems facing our customers.

Description
We have immediate opening for an Outreach SME to provide direct user support and response to customers using AEA Tools for questions regarding account administration, system and network status. Support/interface with the Customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace.
  • Respond to system issues and perform minor corrective maintenance 
  • Enter issues via a problem tracking tool 
  • Respond to complicated user questions 
  • Monitor the health and status of current systems 
  • Identify common user challenges and work with development teams, UX teams, and product leads 
  • Maintain and update the ticket tracking tool 
  • Assist in the preparation of routine metrics and system availability reports and user support metrics 
  • Provide customer follow up to ensure questions have been answered and collect satisfaction feedback 
  • Provides advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests 
  • Create additional SOPs as needed to perform corrective maintenance 
  • Provide data flow troubleshooting, network troubleshooting, troubleshooting and diagnosing software and hardware issues 
Requirements
A current Top-Secret/SCI with FS polygraph security clearance is required. Candidates cannot be sponsored or nominated for a government security clearance under this position.

Six (6) years of demonstrated hands-on experience with AEA or Intelligence Community (IC) tools and capabilities. High school diploma or equivalent required. Bachelor’s degree from an accredited university is highly desired

Required technical skills include experience with:
  • SIGINT experience using mission analytic tools
  • Understanding of product workflows in an operational setting
  • Operational experience as an analyst preferred
Desired technical skills include experience with:
  • Familiarity with query languages
  • Experience working with forward deployed users
  • Experience providing direct user support and troubleshooting directly with the user
  • Experience gathering requirements from users
  • Experience providing overall process improvement and agile efficiencies supporting the existing customer base
  • Experience with JIRA and Confluence
Benefits
Erias Ventures provides employees with a complete benefits package that includes:
  • Above Market Hourly Pay that includes Paid Time OffBirthday Off, Flexible Work Schedules
  • 11% Roth or Traditional 401k with Immediate Vesting and Deposit
  • Company subsidized Medical Coverage
  • 100% Company Paid Vision and Dental Coverage
  • 100% Company Paid Long Term DisabilityShort Term Disability, and Group Life Insurance
  • Monthly Internet and Telephone Reimbursement
  • Company Paid Professional Development and Training
  • Technology and Office Allowance for Equipment and Productivity Supplies
  • Amazon Prime Membership
  • Quarterly Bonuses for Assisting with Business Development and Company Growth
  • Gift Cards and Gifts for Birthday and Work Anniversary
  • Morale Building and Company Events to Celebrate our Successes and Build our Community
  • Quarterly Employee Referral Bonuses
At Erias Ventures, we are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
 
Referrals
Know a cleared professional looking for more in their career? Want some extra money for the Summer? If so, drop us a line with their name and contact information and you could be eligible for a referral bonus up to $10,000 for each successful hire.
 
Not seeing the right position? Drop us a line to be notified as we add new contracts and opportunities!
 
Please send referrals and inquiries to:
jobs@eriasventures.com
 
To learn more about our company visit our webpage or LinkedIn.
 
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