Field Service Analyst

SHINE Systems; City of Watertown (NY); On-site; USD 90,000 - 110,000; Full time

Job summary

SHINE Systems is seeking experienced operations and intelligence professionals to join as Field Service Analysts. You will be on the front lines strengthening user relationships, troubleshooting issues, and developing new use cases for Gotham and related platforms.

You will train users, work with analysts to solve unique problems, and provide direct feedback on software enhancements. Travel and collaboration across a global enterprise will be a part of this role.

Qualifications

• Hands-on experience with Gotham in training users and using its features.
• Training experience in Classroom or Deskside settings.
• Proficiency in troubleshooting technical issues across deployments.
• Strong understanding of DoD, Intelligence, or Law Enforcement missions.
• TS/SCI clearance is REQUIRED.
• Prior experience with Gaia and Foundry debugging is preferred.

Responsibilities

• Troubleshoot complex issues on Gotham and related tools.
• Develop new use cases in collaboration with analysts.
• Train users on software functionality and best practices.
• Provide feedback to product teams on feature enhancements.
• Collaborate globally to promote cross-team solutions.

Skills

Troubleshooting

Training experience

Communication skills

Travel ability

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
• Prior experience Gaia (essential knowledge required) and Foundry (debugging capabilities preferred).

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.