Field Service Analyst

shine systems; Kittery (ME); On-site; USD 90,000 - 130,000; Full time

Job summary

SHINE Systems is seeking an experienced Field Service Analyst to train users on Gotham and related software, troubleshoot issues, and develop new use cases. You will work with analysts to solve complex problems and help shape enhancements, supporting users worldwide.

The role requires hands-on Gotham experience, strong training skills, and a TS clearance with SCI eligibility. Travel may be involved to meet user needs and promote cross-enterprise collaboration.

Qualifications

• Hands-on Gotham training and user guidance.
• Classroom or deskside training experience.
• Strong troubleshooting capability.
• Understanding of DoD/Intelligence/Law Enforcement missions.
• TS clearance is REQUIRED; SCI eligible.

Responsibilities

• Train users on Gotham and related software.
• Troubleshoot and resolve technical issues.
• Develop new use cases with analytics team.
• Collaborate with analysts to address complex problems.
• Provide feedback on software enhancements to improve user experience.

Skills

Training experience

Troubleshooting

DoD/Intelligence missions

Communication skills

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 clearance is REQUIRED, SCI eligible

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.