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Overview
Work Where it Matters
Cloud Lake Technology, an Akima company, is not just another federal IT contractor. As an Alaska Native Corporation (ANC), our mission and purpose extend beyond our exciting federal projects as we support our shareholder communities in Alaska.
At Cloud Lake, the work you do every day makes a difference in the lives of our 15,000 Iñupiat shareholders, a group of Alaska natives from one of the most remote and harshest environments in the United States.
For our shareholders , Cloud Lake provides support and employment opportunities and contributes to the survival of a culture that has thrived above the Arctic Circle for more than 10,000 years.
For our government customers , Cloud Lake delivers highly specialized, data-centric services and technology solutions that break down organizational boundaries and transform mission delivery.
As a Cloud Lake employee , you will be surrounded by a challenging, yet supportive work environment that is committed to innovation and diversity, two of our most important values. You will also have access to our comprehensive benefits and competitive pay in addition to growth opportunities and excellent retirement options.
Job Summary:
Cloud Lake Technology is looking for a System Analyst II. To join our team of outstanding professionals, apply today!
Job Responsibilities:
Performs site updates as required, achieving 95% accuracy.
Identifies, triages, and resolves all reported incidents (24x7x365) across major platforms hosting hundreds of sites used worldwide, following the established incident management process and completing the Incident Report as required.
Trains end-users to perform the resolution steps through self-service, or by another area, such as AWS Platform Operations., based on Cloud Lake's organizational structure and separation of duties principles in place.
Works closely with end users to implement change requests on their websites, this can include importing content, reorganizing content and providing guidance on the placement and formatting of content.
Communicates, plans, schedules, documents, and manipulates data (spreadsheet and databases) for existing metrics and program related issues as needed.
Performs and conducts research of potential resolution of technical issues.
Works closely with AWS Platform Engineering, Security, and Development teams to incorporate customer feedback and address key support and usability concerns for customers.
Performs manual changes required after a production push of new development.
Assists in the development and implementation of internal knowledge base.
Communicates and interacts effectively with internal and external partners including but not limited to, 3rd party support team, Government customers, and system users.
Analyzes, reviews, measures, and reports on Service Level Performance against agreed upon SLAs and provide ongoing recommendations for process improvement.
Evaluates tools, best practices, technologies, and approaches to service delivery problems / issues for incorporation into the overall service management policies and procedures.
Administers and maintains the service management tool and promote the proper use of the tool to ensure each user experience quality / reported incident is properly documented, monitored, resolved, and evaluated.
Maintains and adheres to the established standard operating procedures.
Other Duties as assigned.
Qualifications
Minimum Qualifications:
Bachelor’s degree, 4+ years of military active duty, or relevant experience in a technical or analytical field.
Proficiency with HTML.
Experience with WordPress required.
Ability to obtain a Public Trust.
Strong written and verbal communication skills.
Strong troubleshooting and conflict resolution skills.
Ability to work flexible hours and be on-call.
Experience with image editing software, Adobe product suite a plus.
Current or (Ability to obtain upon start) Security+ or Network+.
Demonstrated experience with Service Delivery / Incident Management Process.
This position requires schedule flexibility and the ability to cover other shifts when necessary.
We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. All applicants will receive consideration for employment, without regard to race, color, religion, creed, national origin, gender or gender-identity, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other basis prohibited by law. If you are an individual with a disability, or have known limitations related to pregnancy, childbirth, or related medical conditions, and would like to request a reasonable accommodation for any part of the employment process, please contact us at job-assist@akima.com or 571-353-7053 (information about job applications status is not available at this contact information).
Job: Information Technology
Travel: None
Organization: Cloud Lake
Clearance: Public Trust
Work Type: Remote
Remote: Yes
ReqID: 2024-3826