Field Service Analyst

SHINE Systems; Tacoma (WA); Hybrid; USD 80,000 - 110,000; Full time

Job summary

SHINE Systems is seeking an experienced Field Service Analyst to support users of Gotham and related software. You will train users, troubleshoot issues, and work with analysts to develop new use cases while gathering feedback on feature enhancements for a global customer base.

Travel is required to support CONUS and OCONUS assignments as needed, helping strengthen user relationships on the front lines and promoting collaboration across the organization.

Qualifications

• Hands-on experience with Gotham and ability to train users in its applications.
• Classroom or deskside training experience.
• Proficient at troubleshooting technical issues.
• Strong understanding of DoD, Intelligence, or Law Enforcement missions.
• TS/SCI clearance is REQUIRED.

Responsibilities

• Troubleshoot technical issues for users of Gotham.
• Develop new use cases and collaborate with analysts to solve problems.
• Provide feedback on software feature enhancements to improve usability.
• Promote collaboration across a global enterprise and strengthen user relationships.

Skills

Gotham

Training experience

Troubleshooting

DoD/Intelligence missions

TS/SCI 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/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.