Outreach SME 2 - (AEA Tools, JIRA, Confluence)Clearance: TS/SCI - Polygraph required
Position ID: 03-001-OSME2
Location: Annapolis Junction, Maryland
Description:Understanding product workflows in an operational setting.
The team includes a Support Desk responsible for monitoring and sustaining operational systems that support the warfighter and other IC users in both Government and/or Contractor approved facilities, responding to system problems and customer inquiries in a timely manner, and satisfying the continued demands of the Tools.
The team provides hands-on and mission specific expertise for each of the tools in the forms of training, direct user support, user communications, documentation, requirements vetting, and support to both development and operations for each tool.
The team will provide Support Desk services to current operational systems and shall also support the transition and decommission activities of legacy capabilities.
The Outreach Team is responsible for collecting and assisting in new architecture conceptualization of solutions.
Position Required Skills:- Respond to system issues and perform first level corrective maintenance.
- Respond to complicated user questions.
- Provide advice, guidance, and direction to other technical help desk technicians with complicated user questions or requests.
- Provide first line communications to the customer team to ensure appropriate operational awareness is available in a timely and concise manner.
- Follow and maintain current customer Standard Operating Procedures (SOPs) and documented Service Level Agreements (SLAs).
- Maintain and update the ticket tracking tool.
- Provide direct user support and response to customers using AEA Tools for questions regarding account administration, system, and network status.
- Support/interface with the customer via phone, VTC, email, chat, and applicable online presence, such as JIRA, Confluence, SharePoint, and SpySpace.
OSME2 Qualifications:Ten (10) years of experience as a System Engineer (SE) on programs and contracts of similar scope, type and complexity is required.
Demonstrated experience in planning and leading Systems Engineering efforts is required. Bachelor's degree in a technical or engineering related discipline from an accredited college or university is required.
Four (4) years of additional SE experience may be substituted for a Bachelor's degree.
Salary Range: $107k-$131k (Annually)
The range displayed above is a likely salary range for this position. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possible contractual requirements and could fall outside of this range.
Akina is a Woman Owned, Service Disabled, Veteran Owned, Small Business, looking for talented and ambitious individuals to join our team. We offer a generous compensation package that includes 24 days PTO accrued annually and 11 federal holidays. Our 401k is 100% vested on your start date and the company makes a direct contribution worth 10% of your salary. Akina covers 100% of healthcare costs for employees and 50% toward dependents. We offer educational assistance towards college classes and will cover costs associated with job related training and certifications.Akina is committed to excellence and creating innovative and flexible solutions for our clients. We are a small company with an open ear to our employees' needs in order to attract and retain quality talent that enables our customer's mission. 
