Senior Systems Analyst - Enterprise IT Leader (Secret)

ManTech; Cuba (IL); Hybrid; USD 70,000 - 100,000; Full time

Job summary

MANTECH seeks a Systems Analyst to join our team at Guantanamo Bay, Cuba. The role emphasizes mentoring mid and junior technicians, resolving complex incidents, and leading enterprise service desk initiatives.

You will develop knowledgebase content, drive troubleshooting guides, and manage projects aimed at improving service delivery while leveraging ITIL practices and popular tools like ServiceNow and Jira.

Qualifications

• 7+ years of relevant experience.
• Deep understanding of Windows, macOS, Linux.
• Knowledge of ITIL processes and best practices.
• Experience with enterprise applications and systems (AD, M365, cloud).

Responsibilities

• Serve as primary escalation point, mentor technicians on incidents.
• Lead development of knowledgebase articles and training materials.
• Lead small-to-medium projects to improve Service Desk processes.
• Perform trend analysis on support requests and present reports.
• Communicate effectively to build relationships and stay current with best practices.

Skills

Communication

Leadership

Troubleshooting

ITIL knowledge

Education

Bachelor’s degree in IT/CS

HS diploma (with credit option)

Tools

ServiceNow

Jira

Remote support tools

Active Directory

Microsoft 365

Job description

MANTECH seeks a Systems Analyst to join our team at Guantanamo Bay, Cuba. The role emphasizes mentoring mid and junior technicians, resolving complex incidents, and leading enterprise service desk initiatives.

You will develop knowledgebase content, drive troubleshooting guides, and manage projects aimed at improving service delivery while leveraging ITIL practices and popular tools like ServiceNow and Jira.