Field Service Analyst

SHINE Systems; Washington (District of Columbia); Hybrid; USD 80,000 - 110,000; Full time

Job summary

SHINE Systems is seeking an experienced Field Service Analyst to train users on Gotham, Gaia and Foundry while strengthening customer relationships across a global enterprise. You will troubleshoot issues, develop new use cases, and work with analysts to solve complex problems.

The role requires hands-on software experience, DoD/Intelligence mission familiarity, and interim SECRET clearance. Travel CONUS/OCONUS may be required.

Qualifications

• Hands-on experience with Gotham; train and guide users.
• Training experience (Classroom or Deskside).
• Proficiency in troubleshooting technical issues.
• Strong understanding of DoD, Intelligence, or Law Enforcement missions.
• Interim Secret clearance is REQUIRED.
• Experience with Gaia and Foundry preferred.

Responsibilities

• Troubleshoot technical issues and resolve user problems.
• Develop new use cases to extend software capabilities.
• Train users on Gotham and other tools.
• Collaborate with analysts to solve complex problems.
• Provide feedback on software enhancements.
• Promote collaboration across a global enterprise.

Skills

Training delivery

Troubleshooting

DoD/Intelligence

Communication

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
• Interim Secret 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.