Service Support Analyst - Senior

HonorVet Technologies; Raleigh (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

HonorVet Technologies is seeking a Service Support Analyst - Senior to support Facilities Access Control System (FACS) projects in Raleigh, NC. The role emphasizes documenting procedures, coordinating with vendors, and maintaining security-related SOPs.

Candidates should have strong IT knowledge, the ability to craft policies, and experience with ServiceNow. This 6-month contract to start may extend based on project needs and performance.

Qualifications

• Six years of experience in a role requiring complex communication and stakeholder management.
• Experience aligning IT systems with facilities access control and security processes.
• Strong ability to document policies, procedures, and audits.

Responsibilities

• Document and coordinate activities for the Facilities Access Control System project.
• Maintain SOPs, policies, and security documentation with cross-functional teams.
• Track incidents and requests in ServiceNow and provide weekly status updates.
• Collaborate with vendors and IT teams to test and verify FACS devices.
• Generate audit reports to identify risks and drive improvements.
• Support inventory activities and site surveys as needed.
• Create step-by-step process flow charts for new features.

Skills

Complex communication

Business process understanding

Creative thinking

Forecasting requirements

Root-cause analysis

Strategic planning

Stakeholder engagement

MS Excel

MS Word

MS Outlook

Visio

PowerPoint

Adobe Acrobat

ServiceNow

Policy writing

Process flow charts

Education

Associate’s degree in business or information technology

Tools

ServiceNow Platform

Job description

HonorVet Technologies is a Service Disable Veteran-Owned IT staffing firm, ISO 9001, and ISO 27001 certified, working with federal agencies, state governments, and Fortune 500 enterprise clients across the US. What makes us different isn't a tagline; it's the way we work. We don't forward resumes and hope for the best. We take the time to understand where a professional like you are headed and only reach out when we genuinely believe there's a fit worth exploring. I came across your profile, and something stood out.

Position Title: Service Support Analyst- Senior

Location: Raleigh, NC Onsite

Duration: 06 months contract to start with the possibility of extension

Description

Client is seeking a person with a basic technical knowledge of IT systems and the ability to create programs and procedures that are aligned with the Facilities Access Control System (FACS) project. This position will be assigned to Client Physical Security.

This position will support duties consistent with documenting and coordinating activities with respect to physical security operations, operating and familiarity with the Genetec software and all system components deployed (FACS) for Physical Security.

• Develop, manage, track, and maintain the preliminary and updated Physical Security Site Survey Diagrams.
• Collaborate with Vendor to ensure final drafts of the Site Survey diagrams are representative of the equipment and hardware at a Client Site or Location and stored in the Client Physical Security document repository including when modifications occur.
• Manage and track the progression of future scheduled sites along with the Physical Security Manager and the IT-EMS Application Support Team; and provide weekly updates on security assessment requests from customers for the FACS Support Team.
• Maintain Physical Security standard operating procedures, policies, reports, and other documentation in collaboration with the Physical Security Administrative Assistant, Inventory Specialist, and Physical Security Manager.
• Submit and monitor progression of incidents and requests for FACS services in collaboration with the FACS IT-Application Support team using ServiceNow.
• Support inventory activities as needed and/or in the absence of the Physical Inventory Specialist
• Work with the Vendor Technicians to test and confirm proper operations of FACS devices and equipment for service calls, track and update status of assigned tasks within ServiceNow
• Confirm with the site point of contact regarding scheduled work to be performed by the Vendor, which includes preventative maintenance, repairing/replacing malfunctioning equipment, additions, modifications, and relocations.
• Provide guidance, training, and support to new and existing Physical Security colleagues as needed.
• Collaborate with the IT-Application Support team to maintain the Physical Security internal SharePoint site.
• Generate and review various audit reports to identify risks, faults, and areas of development within the access control system.
• Execute the necessary actions to resolve the identified risks, faults, and areas of development within the access control system to ensure the safety and security of NCDOT facilities.
• Collaborate with the Physical Security Administrative Assistant, the Physical Security Inventory Analyst, the ServiceNow team, and other supporting DIT-Transportation IT teams regarding the development and improvements of Physical Security related program features within ServiceNow.
• Participate in system upgrades to the access control system with other Physical Security and FACS IT-Application Support team
• Other job duties as assigned by Physical Security Management.

Skill Required / Desired Amount of Experience

• Ability to proactively identify and manage situations requiring complex communication for internal and/or external audiences Required 6 Years
• Ability to recognize and fully understand the limitations of business information systems in relation to business processes Required 6 Years
• Ability to exercise creative and critical thinking in evaluating complex situations and developing solutions Required 5 Years
• Ability to forecast level of future agency requirements Required 5 Years
• Ability to make recommendations on issues that affect the direction of business Required 6 Years
• Ability to identify and address the root cause of the issues Required 6 Years
• Ability to set short and long-term goals Required 5 Years
• Ability to interact and communicate with all levels of management and personnel Required 6 Years
• Self-motivated with a can-do attitude Required 6 Years
• Working knowledge of office applications (i.e., MS Excel, MS Word, MS Outlook, Visio, and PowerPoint) and standard office equipment Required 6 Years
• Experience with Adobe Acrobat Required 5 Years
• Working knowledge and experience with the ServiceNow applications Required 6 Years
• Excellent writing skills, knowledge, and ability to write policies and procedures Required 5 Years
• Ability to create step-by-step process flow charts Required 5 Years

Preferred Associate’s degree in business or information technology from an appropriately accredited institution with 6 years of experience Desired 6 Years