Field Service Analyst

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

Job summary

SHINE Systems seeks experienced operations and intelligence professionals to join our team as Field Service Analyst. You will train users on Gotham, Gaia, and Foundry, and troubleshoot issues on the front lines while strengthening user relationships.

You will develop new use cases, work with analysts to solve complex problems, and provide direct feedback on software enhancements. Travel to CONUS/OCONUS may be required to support global customers.

Qualifications

• Hands-on experience with Gotham; training and guiding users in its application.
• Training experience (Classroom or Deskside) required.
• Proficiency in troubleshooting technical issues.
• Strong understanding of DoD, Intelligence, or Law Enforcement missions.
• Interim Secret clearance is REQUIRED.
• Knowledge of Gaia and Foundry is preferred (debugging capabilities beneficial).

Responsibilities

• Troubleshoot and resolve technical issues for users.
• Train users on Gotham and related software.
• Develop new use cases and collaborate with analysts to solve complex problems.
• Provide feedback to product teams on feature enhancements.
• Promote collaboration across a global enterprise and support customers worldwide.

Skills

Training

Troubleshooting

DoD/Intelligence

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.