Field Service Analyst

SHINE Systems; Norfolk (VA); On-site; USD 70,000 - 100,000; Full time

Job summary

SHINE Systems is seeking experienced operations and intelligence professionals to join as Field Service Analysts. You will train users on Gotham, troubleshoot issues, and develop new use cases while collaborating with analysts to resolve complex problems.

This role may involve worldwide collaboration and direct feedback on software enhancements, ensuring customer success across the global enterprise. Ideal candidates have hands-on Gotham experience, training ability, and a strong

Qualifications

• Hands-on Gotham experience; train and guide users on its application.
• Training experience (classroom or deskside).
• Proficient troubleshooting of technical issues.
• Strong understanding of DoD, Intelligence, or Law Enforcement missions.
• TS/SCI clearance is REQUIRED.
• Gaia and Foundry familiarity with debugging capabilities preferred.

Responsibilities

• Troubleshoot technical issues and guide users on Gotham use.
• Develop new use cases and feedback for software enhancements.
• Collaborate with analysts to solve complex problems.
• Promote cross‑functional collaboration to support customers worldwide.

Skills

Training delivery

Troubleshooting

Communication

DoD/Intelligence knowledge

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
• TS/SCI 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.