Systems Analyst

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 motivated, career and customer-oriented Systems Analyst to join our team in Guantanamo Bay, Cuba.

Responsibilities include but are not limited to:

• Serve as a primary escalation point, offering advanced mentorship, technical guidance, and leadership to mid and junior technicians in resolving complex incidents.

• Possess extensive and specialized knowledge of enterprise systems and applications, often leading in a specific technical area, and proactively identify and resolve potential systemic problems to minimize disruptions.

• Lead the development and maintenance of comprehensive knowledgebase articles, advanced troubleshooting guides, and specialized training materials.

• Lead and manage small-to-medium-sized projects and initiatives focused on improving Enterprise Service Desk processes through efficiency and innovation.

• Conduct in-depth trend analysis of support requests, identify recurring issues, and recommend strategic solutions to enhance service delivery, including developing and presenting detailed performance reports.

• Demonstrate exceptional communication, interpersonal, and leadership skills to build strong relationships, and stay current with the latest technologies and industry best practices to recommend new tools and methodologies.

Minimum Qualifications:

• HS diploma: a candidate holding a relevant bachelor’s degree may be granted 2 years’ experience credit for education.

• 7+ years of relevant experience.

• Deep understanding of operating systems (e.g., Windows, macOS, Linux).

• Expertise in troubleshooting hardware, software, and network problems and proficiency in using remote support tools and ticketing systems.

• Knowledge of ITIL-informed processes and best practices.

• Experience with enterprise applications and systems (e.g., Active Directory, Microsoft 365, cloud services).

Desired Qualifications:

• Bachelor’s degree in information technology, computer science, or a related field.

• Knowledge of ITSM tools such as ServiceNow and Jira.

• Experience with scripting or automation tools.

• ITIL Foundation certificate, Cisco Certified Network Associate (CCNA), Microsoft certifications, and relevant IT certifications (e.g., CompTIA A+, Network+, Security+, ITIL Foundation).

• Experience at a DoD Combatant Command (e.g., SOUTHCOM, NORTHCOM, CENTCOM, CYBERCOM, INDOPACOM, EUCOM, AFRICOM, STRATCOM, TRANSCOM, SOCOM, SPACECOM) or a component.

Clearance Requirements:

• Must hold a current/active Secret security clearance.

Physical Requirements:

• Must be able to remain in a stationary position 50%.

• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer.

• The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.

MANTECH International Corporation considers all qualified applicants for employment without regard to disability or veteran status or any other status protected under any federal, state, or local law or regulation.