Enterprise Monitoring Analyst

Enterprise Monitoring Analyst

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

Anticipated Posting End: 12/31/2024

The Enterprise Monitoring Analyst supports the Customer by providing on-site technical expertise to monitor, review, and manage Enterprise services. This includes ensuring the timely exchange of situational awareness information, based on the correlation of alerts, network incidents, and maintenance activities.  Enterprise Analysts will monitor system alerts via configured dashboards filtered based on operational agreements and customer guidelines. The proactive nature of this position demands an experienced professional with operational experience in monitoring alerts and the performance of resources that support critical operations. 

Work hours will be permanently assigned based on operational requirements:

Work hours to be assigned:  

Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts 1600-0400 or 0400-1600

Position Responsibilities:  

• Maintains system awareness, collaborating with the Integrated Service Center (ISC) Enterprise COMM NOC, external agencies/customers, and field units 

• Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations 

• Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends 

• Proactively monitors dashboards providing awareness of high priority alerts impacting Mission/Business/Enterprise critical services 

• Supports the Government with Situational Awareness local system events and correlates impacts to Enterprise Operations Squadron managed and monitored systems 

• Provides operational coordination for network Event and Incident Management functions 

• Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership 

• Supports the Government by performing daily ad hoc tasking from the Customer

• Generates Situational Awareness notification via various messaging systems for distribution to customers 

• Provides technical assistance, when requested, by the Customer in support of defined duties 

• Provides, data collection, and other support to the After Action Report process 

• Integrates ITIL 4 best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation 

• Demonstrates an understanding of LAN/WAN network services, and Carrier Ethernet 

• Responsible for collection of incident information through customer conversation, and self-service support tools.

• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.

• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists. 

• Executes against established Service Level Agreements (SLA).

• Alerts management to recurring problems and patterns of problems

Required Qualifications: 

• An Active TS/SCI Clearance with Polygraph

• Current Security + certification

• 5+ Years of related IT Service Operations Experience

• Excellent written and verbal communications skills

• Excellent customer service skills

• Proficient writing skills

• Must be able to review technical documentation and summaries information for executive level review

• Working knowledge of network operations and IT services

• Requires good communication skills for the effective and accurate exchange of information across a multi-location enterprise, with customer visibility into crew-based actions and response

• Ability to deliver day-to-day objectives

• Proven ability to work independently under limited supervision

• Proven ability to independently propose solutions to problems for manager review

• Must be able to review changes in systems and processes to solve problems or improve efficiency and effectiveness of job requirements

• Proven ability to communicate with internal/external customer contacts

Required Certifications OR must obtain within 90 days

· Security+ or any DoD 8140 IAT certification

Desired Qualifications: 

• Proficient in word processing, spreadsheets, and desktop applications 

• Strong communication and interpersonal skills 

• Strong logic and analytical skills 

• Strong customer service skills and experience 

• Excellent oral and written communication skills 

• Proven ability to multi-task and prioritize, with an attention to detail, in a fast-paced environment 

• Excellent organizational skills 

• Basic knowledge of ServiceNow, Windows Desktops, and other IT Service Management (ITSM) Systems

What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever-vigilant in aligning our solutions with the nation’s highest priorities.
- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here.

The proposed salary range for this position is:

$53,100 - 106,300 USD

CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.