Field Service Analyst

shine systems; Sumter (SC); On-site; USD 90,000 - 130,000; Full time

Job summary

SHINE Systems in Sumter, SC seeks an experienced Field Service Analyst to join our operations and intelligence team. You will troubleshoot issues, train users on Gotham, and develop new use cases while collaborating with analysts to solve complex problems.

You will work with global users, provide direct feedback on software enhancements, and help promote cross-enterprise collaboration to ensure customer success. TS clearance is required with SCI eligibility.

Qualifications

• Hands-on experience using Gotham and training users on its features.
• Experience delivering classroom or deskside training.
• Strong troubleshooting skills for technical issues.
• Knowledge of DoD, intelligence, or law enforcement missions.
• TS clearance is required; SCI eligible.

Responsibilities

• Troubleshoot and resolve software issues for users on the Gotham platform.
• Develop new use cases and collaborate with analysts to solve complex problems.
• Train users and promote best practices across global stakeholders.
• Provide feedback to product teams on feature enhancements and usability.

Skills

Gotham software

Training experience

Troubleshooting

DoD/Intelligence knowledge

TS clearance

Tools

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.