Field Service Analyst

shine systems; Belleville (IL); On-site; USD 85,000 - 125,000; Full time

Job summary

SHINE Systems is seeking experienced operations and intelligence professionals to join our team as Field Service Analysts. You will train users on Gotham, troubleshoot issues, and collaborate with analysts to develop new use cases while ensuring customer success worldwide.

Hands-on Gotham experience and TS/SCI clearance are REQUIRED. Travel (CONUS/OCONUS) may be required as part of supporting DoD and intelligence missions.

Qualifications

• Hands‑on experience with Gotham and training users on its application and functionality.
• Training experience (Classroom or Deskside).
• Proficiency in troubleshooting technical issues.
• Strong understanding of DoD, Intelligence, or Law Enforcement missions.
• TS/SCI clearance is REQUIRED.

Responsibilities

• Troubleshoot technical issues for users and systems.
• Train and guide users in Gotham usage and capabilities.
• Develop new use cases and workflows with stakeholders.
• Collaborate with analysts to solve complex problems.
• Provide direct feedback to software teams on feature enhancements.
• Promote collaboration across a global enterprise to support customers.

Skills

Training

Troubleshooting

DoD/Intelligence missions

Communication

Travel readiness

TS/SCI clearance

Tools

Gotham

Gaia

Foundry

Job description

Summary: SHINE Systems is seeking experienced operations and intelligence professionals skilled in using and training others on software (e.g. Gotham, Gaia, Foundry, etc.) to join our team. As a Field Service Analyst, you will be on the front lines strengthening user relationships. Your responsibilities will include troubleshooting technical issues, developing new use cases, and working alongside analysts to solve unique and complex problems. This role may involve collaborating closely with users worldwide and providing direct feedback regarding software feature enhancements. Additionally, you will play a vital role in promoting collaboration across a global enterprise, ensuring continued success for our customers.

Job Requirements

• Hands‑on experience with the software product, Gotham. You will be responsible for training and guiding users in its application and functionality.
• Training experience (Classroom or Deskside)
• Proficiency in troubleshooting technical issues
• Strong understanding of DoD, Intelligence, or Law Enforcement missions
• TS/SCI clearance is REQUIRED

Desired Qualifications

• Real world experience supporting intelligence or operations
• Familiarity with Gaia or Foundry
• Experience training other intelligence or operations software
• Excellent communication skills
• Travel independently, both CONUS and OCONUS, as required
• Technical knowledge, including working familiarity with languages such as Python, Java or HTML.

SHINE Systems is an Equal Employment/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.