Field Service Analyst - OCONUS

SHINE Systems; Charlottesville (VA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

SHINE Systems is seeking a Field Service Analyst to join our team. You will be on the front lines strengthening user relationships, troubleshooting issues, and developing new use cases for Gotham.

You will collaborate with analysts to resolve complex problems and provide direct feedback on software enhancements. Travel to CONUS & OCONUS locations is possible as needed, with a strong emphasis on training and supporting DoD/Intelligence missions.

Qualifications

• Hands-on experience training and guiding users in Gotham.
• Training experience (classroom or deskside).
• Proficiency in troubleshooting technical issues.
• Strong understanding of DoD, Intelligence, or Law Enforcement missions.
• TS/SCI clearance is REQUIRED (some locations allow Secret or TS/SCI w/CI poly).

Responsibilities

• Troubleshoot and resolve software issues for users on Gotham.
• Develop new use cases and provide feedback on feature enhancements.
• Collaborate with analysts to solve complex problems and promote cross‑functional teamwork.
• Promote collaboration across a global enterprise to ensure customer success.

Skills

Training experience

Troubleshooting

DoD/Intelligence knowledge

TS/SCI clearance

Communication

Tools

Gotham

Gaia

Foundry

Python

Java

HTML

Job description

SHINE Systems is pipelining 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.

Locations: These vary at all times, let's discuss your preference and get you pre-vetted for your ideal locations! CONUS & OCONUS locations

Address listed is our corporate office, not where the work is located.

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, (some locations allow a Secret while others a TS/SCI w/CI poly)

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.
• Some locations are 90/90 rotation

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.