Meaningful work,
meaningful life

Responsibilities:

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Provides technical assistance for users of DISA applications by responding to inquiries regarding errors, problems, or requests.

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Identifies, researches, and resolves technical problems.

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Uses the IT Service Management system to review and respond to requests for support.

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Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources or vendors.

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Authors and edits documentation and procedures in the IT Knowledgebase.

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Relies on instructions and pre-established guidelines to perform the functions of the job.

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Interacts with end users to understand issues from a business perspective.

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Works with end users to reproduce reported issues in test environments and reports those issues to the development team or application vendor.

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Analyzes code to find possible causes of errors and works with development team to revise applications.

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Performs maintenance of existing custom software, including end-user support.

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Monitors performance of applications after implementation.

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Able to communicate status and issues to upper management.

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Applies basic knowledge of company’s core technologies to achieve the listed duties.

Qualifications required:

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Bachelor’s degree, or three years of related job experience supporting software applications, or an associate degree with 2 years of related experience.

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Familiar with software and hardware design principles.

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Exposure to programming technologies such as C#, ASP.NET, SQL Server, Relational Database Design, Object-Oriented programming.

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Experience with ServiceNow ITSM.

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Strong proficiency in SQL, with experience in writing and optimizing complex queries.

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Familiarity with relational database management systems (RDBMS) like Microsoft SQL Server, Oracle, or MySQL.

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Experience with application support, troubleshooting, and incident management.

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Understanding of application performance metrics and optimization techniques.

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Knowledge of software development life cycles, and experience with agile methodologies is a plus.

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Excellent troubleshooting and diagnostic skills to identify and resolve technical issues.

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Ability to work under pressure and handle multiple tasks and priorities in a fast-paced environment.

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Strong attention to detail, with an analytical mindset to identify root causes of problems.

Success factors/job competencies:

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Achievement Focus – sets and achieves challenging goals, demonstrates persistence and overcomes obstacles, , recognizes and acts on opportunities, measures self against standards of excellence, and takes calculated risks to accomplish goals.

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Business Ethics – upholds organizational values, inspires the trust of others, works with integrity and works ethically, treats people with respect, and keeps commitments.

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Continuous Learning – assesses own strengths and weaknesses, seeks feedback to improve performance, pursues training and development opportunities, strives to continuously build knowledge and skills, and shares expertise with others.

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Customer Service – displays courtesy and sensitivity, manages difficult or emotional customer situations, meets commitments, responds promptly to customer needs, and solicits customer feedback to improve service.

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Job Knowledge – is competent in required job skills and knowledge, exhibits the ability to learn and apply new skills, keeps abreast of current developments, requires minimal supervision, displays an understanding of how the job relates to others, and uses resources effectively.

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Quality – demonstrates accuracy and thoroughness, displays a commitment to excellence, looks for ways to improve and promote quality, applies feedback to improve performance, and monitors own work to ensure quality.

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Teamwork – balances team and individual responsibilities, exhibits objectivity and openness to others’ views, gives and welcomes feedback, contributes to building a positive team spirit, and puts the success of the team above one’s own.

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Problem Solving – identifies problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, resolves problems in early stages, and works well in group problem solving situations.