Senior Customer Support Analyst

Your Impact:

Job Description:

• Act as first line "help desk" to resolve questions about the Joint Analysis of C4 and Order of Battle (JACOB) database application, establishing new application user accounts, coordinating with NGIC Enterprise Systems personnel to resolve any network or IT equipment problems that might impact users' access to the tools, and reporting bugs or unexpected application behavior to the software engineers.

• Provide customized JACOB database application reports, via Excel spreadsheets and for conducting the required research to support release of the data by an appropriate Foreign Disclosure Officer (FDO).

• Convert Government analysts' assessments into graphical presentations such as templates, overlays, briefings, and reports using the JACOB Map, and Symbol Maker toolsets.

• Create new JACOB working copy databases and conducting the quality assurance checks required once the Government has determined a database is ready for release to the customer as outlined in the Quality Control Plan.

• Maintaining JCOFA SharePoint sites on JWICS and SIPRNET. SharePoint training will be provided by the Government. The Contractor shall be responsible for posting documents provided by the Executive Agent and creating new country page views and document libraries. The Contractor shall ensure the JWICS and SIPRNET JCOFA sites are in concert.

Duties/Tasks and Responsibilities:

Assist the JCOFA Executive Agent by

• Coordinate and assist NGIC ES, in the transfer of JCOFA databases from the JACOB database application on JWICS to the JACOB database application on SIPRNET.

• Be responsible to ensure JWICS and SIPNET databases are in concert.

• Maintain JCOFA SharePoint sites on JWICS and SIPRNET.

• Be responsible for posting documents provided by the Executive Agent and creating new country page views and document libraries.

• Ensure the JWICS and SIPRNET JCOFA sites are in concert.

• Provide JCOFA-related JACOB training for new users of this software, both Contractor and Government, using training facilities provided by NGIC or by the user's agency, as appropriate. Training materials designed by the contractor shall be submitted electronically and will be reproduced in hardcopy by NGIC's print plant. Class size will be dictated by the size of the training facility. Classes will be limited to 2 classes per month.

#DVS #DIVERGENT #DIVERGENTSOLUTIONS

Here's What You'll Need:

• Experience acting as first line "help desk" to resolve questions about the JACOB application, establishing new application user accounts, coordinating with NGIC Enterprise Systems personnel to resolve any network or IT equipment problems that might impact users' access to the tools, and reporting bugs or unexpected application behavior to the software engineers.

• Experience providing customized JACOB database application reports, via Excel spreadsheets and for conducting the required research to support release of the data by an appropriate

• Experience converting Government analysts' assessments into graphical presentations such as templates, overlays, briefings, and reports using the JACOB Map, and Symbol Maker toolsets.

• Be proficient (Proficient in the use of an OB database application is defined as having a minimum of 2 years' experience using the application and the demonstrated ability to build a futures OB database in the OB application by creating units, and adding weapons systems, equipment, and personnel to the unit) in the use of JACOB database.

• Understand JCOFA and JACOB specific terminology, be able to build and produce JACOB database complex queries, pull reports for JCOFA, understand Intelligence Community rules and how they apply to JCOFA and JACOB, experience with building, understand JCOFA and JACOB issues and how to troubleshoot daily issues within the program & database, and identify areas that are required for daily JCOFA & JACOB usage.

Preferred:

• Desired Education: Master's Degree in area related to the labor category.

• Desired Experience: 12 years of relevant experience.

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