Operational Support Analyst

NT Concepts; Heidelberg; Hybrid; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

NT Concepts seeks an experienced Operational Support Analyst to back the DoW enterprise Military Housing system from the European Support Office in Germany. The role requires providing day-to-day operational support during European hours to housing professionals and leadership, with remote and on-site duties across regions.

Responsibilities include handling tickets, training, account management, and user support during outages. On-site visits may last several days with potential US/APAC travel.

Qualifikationen

• Bachelor's degree required.
• Minimum 10 years of relevant operational support experience.
• Active CompTIA Security+ or equivalent DoDD 8140-compliant certification (or ability to obtain).
• Experience delivering end-user support in service desk environments.
• Experience delivering both one-on-one and group training.

Aufgaben

• Serve as regional operational support resource for eMH system in Germany.
• Answer emails and calls, provide timely support during European business hours.
• Coordinate support tickets and resolve routine system, process, and login issues.
• Provide remote and on-site training and coaching to users.
• Travel for on-site visits 3–5 days; travel to US/APAC is possible.

Kenntnisse

End-user support

Training delivery

Troubleshooting

Problem-solving

Customer relationship management

Ausbildung

Bachelor's degree

Jobbeschreibung

We are seeking an Operational Support Analyst to join our team. Working at NT Concepts means that you are part of an innovative, agile company dedicated to solving the most critical challenges in National Security. We're looking for the best and the brightest to join us in supporting this mission. If meaningful work, initiative, creativity, and continuous self-improvement are important to your career, join our growing team and discover What's Next for you!

Mission Focus:

NT Concepts is seeking an Operational Support Analyst to support the Department of War (DoW) enterprise Military Housing (eMH) system from the European Support Office in Germany. In this role, you will provide day-to-day operational support during European business hours to military housing professionals, installation housin managers, and regional housing leadership. You will help maintain continuity of support across global teams operating across regions and time zones while delivering responsive assistance for users of the eMH platform and associated public-facing tools.

This role supports a broad range of military housing business areas, including Family Housing, Unaccompanied Housing, Community Referral, Furnishings, maintenance, leasing, reporting-related user activities, account/access management, and public-facing websites such as Homes.mil, HEAT, HMRS, and DHFS. The position also includes regular on-site support visits to military housing offices and performance of both remote and in-person training.

Applicants must be legally authorized to work in Germany at the time of application without employer sponsorship.

This is a fixed-term contract position from January 2027 to December 2027.

Clearance:

Active Secret Clearance

Location/Flexibility:

Heidelberg, Germany with flex-time (home office versus in-office).

Responsibilities:

• Serve as a regional operational support resource for the DoW enterprise Military Housing (eMH) system within the European Support Office in Germany.
• Answer emails and user calls and provide timely support to military housing professionals during European business hours (0700-1300 CEST) including 2 hours post-shift work to complete an 8 hour working day.
• Coordinate support tickets and assist with issue resolution for routine system, process, and user-access matters.
• Work independently on routine issues and elevate complex issues through Support Office leadership.
• Provide remote support for eMH users and maintain continuity with global teams across regions and time zones.
• Conduct scheduled on-site support visits to military housing offices in support of user engagement, troubleshooting, and operational assistance. The on-site support visits generally last 3-5 calendar days and are not limited to the European area of operation (AOR). Travel to the US and the Asia/Pacific AORs is also possible.
• Deliver both standardized training and tailored troubleshooting/coaching to users through remote and in-person sessions.
• Create training reports and provide related support documentation as required in support of on-site/remote training events
• Support user account management activities, including activating accounts, validating access requests, troubleshooting login/access issues, and coordinating account approvals.
• Respond to user questions during system outages and service disruptions.
• Support daily operations across eMH functional areas, including Family Housing, Unaccompanied Housing, Community Referral, Furnishings, maintenance, leasing, and associated public-facing tools and workflows.
• Provide responsive support for leadership requests related to operational activities within the regional support environment.

Qualifications:

• Applicants must be legally authorized to work in Germany at the time of application without employer sponsorship.
• Education: Bachelor's degree.
• Experience: Minimum of 10 years of relevant professional experience in operational support-related fields, such as operations research and analysis, user support, program/project management, customer relationship management, logistics.
• Certifications: Active CompTIA Security+ or equivalent DoDD 8140-compliant certification (or ability to obtain).
• Experience providing end-user support in an operational support, service desk, or help desk environment.
• Experience delivering training in both one-on-one and group settings.
• Demonstrated troubleshooting and problem-solving skills in a user support environment.