Field Service Analyst

SHINE Systems; Tampa (FL); Hybrid; USD 90,000 - 120,000; Full time

Job summary

SHINE Systems is seeking an experienced Field Service Analyst in Florida to support and train users on Gotham, Gaia, Foundry and related software. You will troubleshoot issues, develop new use cases, and work with analysts to solve complex problems while promoting collaboration across a global enterprise.

The role requires hands-on Gotham training, understanding of DoD/Intelligence missions, and TS/SCI clearance, with travel as needed to support users CONUS/OCONUS.

Qualifications

• Hands-on Gotham experience with user training.
• Strong troubleshooting of technical issues.
• Experience in DoD, Intelligence, or Law Enforcement missions.
• TS/SCI clearance is required.

Responsibilities

• Troubleshoot technical issues and resolve user problems.
• Develop new use cases and refine existing ones with analysts.
• Train users on Gotham and related software.
• Provide feedback for feature enhancements and promote collaboration across a global enterprise.

Skills

Gotham training

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.