Overview:
GovCIO is currently hiring a CSD Priority Analyst for our program with the US Coast Guard. This position will be located in St. Louis, MO and will be a hybrid remote position.
Responsibilities:
* Priority Incident Management:
Monitor the Priority Queue in ServiceNow (SNOW), and respond promptly to high-impact incidents affecting USCG users, ensuring all actions meet defined Service Level Agreements (SLAs).
* Technical Troubleshooting & Resolution:
Apply established solutions and technical knowledge to resolve a wide range of issues across diverse technologies within the USCG environment.
* Documentation & Reporting:
Maintain detailed, accurate documentation of incidents, resolutions, and best practices to support knowledge sharing and service improvement.
* System Maintenance:
Troubleshoot, repair, and maintain telecommunications networks and related systems in accordance with USCG and organizational standards.
* Software Testing & Validation:
Test new and existing software programs to ensure performance, reliability, and compliance with operational requirements.
* Issue Escalation:
Follow standard escalation procedures to validate, troubleshoot, and coordinate resolution with higher-tier support teams when necessary.
* Additional Duties:
Perform other duties as assigned to support mission objectives and ensure uninterrupted service delivery to the USCG.
Qualifications:
Bachelor's with 5 - 8 years (or commensurate experience)
Required Skills and Expereince
* Strong technical problem-solving abilities and experience supporting enterprise-level IT systems.
* Proficiency with ServiceNow (SNOW) for ticketing, tracking, and documentation.
* Excellent verbal and written communication skills, with the ability to clearly convey technical information to both technical and non-technical personnel.
* Demonstrated customer service excellence, especially in VIP or high-visibility environments.
* Effective time management and the ability to work independently under pressure.
* Familiarity with Microsoft 365, Active Directory, and standard IT support tools/software.
* Basic mentoring and team collaboration skills to support junior analysts and knowledge sharing.
Clearance Required: Active Secret clearance is required
Preferred Skills and Expereince
* Experience supporting federal or military customers, especially within a secure operational environment, preferred.
Share this job:
Share this Job
