Senior Business Analyst (Mon-Fri 2:00pm- 10:30pm)

Are you ready to join the mission to innovate and modernize how we support our nation’s Veterans around the globe with world-class technology? The BEST and BRIGHTEST come to #TeamLeidos, where we take pride in making a difference with every keystroke! You will enjoy great benefits, excellent PTO packages, 10 Paid Federal Holidays, Flexible Schedules, Unlimited Education/Certification Opportunities and Training Support, Paid Parental Leave, Paid Disability Leave, Safe Work Environments AND an incredible internal/external referral bonus program that rewards you for knowing and sharing great talent with us!! Interested in obtaining a government Security Clearance and not sure where to get started? We can help!

Transforming IT for Veterans Affairs with Infrastructure Operations Services Support (IOSS):

Leidos is transforming the way IT is consumed and delivered within the Department of Veterans Affairs IOSS program, a leading edge Infrastructure Modernization Program fully entrenched in DevSecOps. Our mission is to provide world-class services to our Veterans and their families by delivering results-oriented, secure, accessible and cost-effective information technology systems. IOSS provides infrastructure support for Veteran-facing applications that enable efficient delivery of all benefits offered to our United States Veterans. This contract is the VA's next phase in IT transformation, focused on consolidating data centers, updating/migrating cloud services and maintaining secure, efficient delivery systems. If you want the opportunity to work with one of the world’s largest treasure troves of cutting-edge technologies, look no further. Be a part of a specialized team uniquely positioned to make a difference in how our nation supports our Veterans by modernizing the services they and their families have so rightfully earned.

Leidos is seeking qualified candidates for a Senior Business Analyst in Austin, TX. This role is responsible for considering functional benefits, technical performance, risks, and schedule concerns. The qualified candidate must have extensive IT experience in the analysis, design, and evaluation of information systems utilizing commercial-off-the-shelf(COTS) and development software, must be well versed in understanding structured analysis and design methodologies for the translation of systems requirements from business needs with a proven track record, and must be able to evaluate cost factors and risk.

WHAT YOU WILL BE DOING:

This is an exciting opportunity to use your experience helping the IOSS mission. The mission of the Department of Veterans Affairs (VA), Office of Information & Technology (OI&T), Information Technology (IT) Operations and Services (ITOPS), and Infrastructure Operations (IO) is to support One VA world-class service to veterans and their families by delivering results-oriented, secure, highly available, and cost-effective information technology services. IO support helps to provide critical services focusing on consistent availability of veteran-facing applications and quick delivery of benefits for veterans. With the expansion of monitored applications, the ECC will need additional analysts to rapidly identify trends to prevent incidents and more quickly resolve major incidents through improved Root Cause Analysis capabilities. Required experience: operational experience with Service Now, Introscope, Splunk, AppDynamics, and Dynatrace application monitoring toolsets.

A Senior Business Analyst has experience in the effective use of data provided by cost estimators to create an overall cost versus benefit assessment while considering functional benefits, technical performance, risks, and schedule concerns. This position is responsible for the execution of team monitoring and will require the ability to manage team scheduling, forward leaning with the managing team, and provide leadership and supervision.

Responsibilities:

• Escalate or transfer tickets appropriately to VA staff so they can resolve the issue further

• Coordinate with stakeholders of ticket status or request system changes

• Maintain accurate documentation for assigned workspace and procedures and updating procedures, including, but not limited to software and hardware layers

• Ability to work with customers on various technical abilities

• Understand and utilize de-escalation techniques when working with difficult customers

• Work independently and receive minimal guidance on work assignments

• Must be comfortable moving from one project or issue to another rapidly and without notice

• Monitor and report on application behavior analytics

• Conduct smart triage by identifying, diagnosing, and coordinating resolution of performance problems before they impact end users

• Participate in rapid root cause diagnosis of problems occurring within the application and infrastructure

• Monitor high value business-centric transactions and manage response actions

• Detect change of state conditions that have significance for management of Configuration Items (CIs) and IT services

• Ensure all events are communicated IAW SOP and/or take further corrective action with the application owner

• Participate in all Major Incident Management and Root Cause Analysis calls and provides expert troubleshooting support as needed

• Escalate as per criticality matrixed definitions

• Notify the internal/external stakeholders per procedure

• Provide APM input to daily shift reports and metrics

• Manage shift operations and engagement across all lines of effort for the assigned shift

• Responsible for the execution of team monitoring, proactive engagement, problem identification, analysis, reporting, coordination, tracking, and resolution facilitation before an incident

• Understand problems in business context to identify critical transactions that may be at risk, prioritize problem resolution efforts, dispatch the right resources, and fix problems affecting key functionality or end users

• Reviews and update business-specific dashboard views, providing a tailored display of scheduled events, incident tracking, and metrics

• Ensure forthright communication and coordination of high-priority events and incidents with business and OIT leadership; acts as central point of contact for business engagements

• Ensure team cohesion, cross-functional coordination, and collaboration across shift structure (turnover) and enterprise partners, as well as responsiveness to staff and customer initiatives and requirements

• Manage shift team schedules, professional development, functional execution, reporting, documentation, and facilitates the development of operating procedures within the ICW EM staff

• Supports SLA monitoring and engagement activities

• Participate in project management activities/meetings as related to business-centric releases and developments

• Responsible for the maintenance and development of performance data collection and reporting (dashboards)

• Provide liaison to OIT enterprise leadership, business customers, and end users

• Provide direct management, leadership, and supervision of assigned shift staff

• Compile disseminates daily shift turnover/pass-down reports

WHAT YOU WILL NEED TO SUCCEED (Required)

• Bachelor Degree and 5 years of experience. 8 years of additional experience in lieu of Degree

• Must be US Citizen with ability to obtain Public Trust Clearance. Federal Government requirement

• Ability to work in a matrix team environment, actively and effectively managing relationships with customers, build and release managers, technical teams, product development, project managers, and other application managers

• Experience leading information technology projects involving innovation and/or modernization

• Experience developing and reporting upon metrics relative to operational and financial performance

• Excellent organization and analytical skills

• Exceptional ability to communicate with leadership, staff, and customers

• Manage shift operations and engagement across all lines of effort for the assigned shift

• Must have experience with at least one of these tools: Service Now, Introscope, Splunk, AppDynamics, and application monitoring toolsets

• Identify the functional domain in which problems reside (Server Utilization, network Saturation, Application Tuning)

• Extensive server hardware troubleshooting knowledge and experience

• Large infrastructure environment experience. Data Center experience preferred

• Work Hours: Monday- Friday 2:00pm-10:30pm

• Onsite in Austin , TX - No Telework

HOW YOU CAN STAND OUT IN THE CROWD (Preferred)

• Prior VA Experience

• Desired experience with Solar Winds, XpoLog, CA Tools (UIM, Spectrum), and Aternity

• Knowledge and understanding of troubleshooting, incidents and problems, work to resolve issues timely and determine fault or underlying issue