Overview
On Site
Full Time
Skills
Customer Satisfaction
Data Analysis
Technical Support
Messaging
Effective Communication
ROOT
Incident Management
Issue Tracking
Service Level
Process Improvement
Knowledge Base
Documentation
Standard Operating Procedure
Issue Resolution
Collaboration
Information Systems
Software Engineering
Security Clearance
Customer Service
Communication
Conflict Resolution
Problem Solving
JIRA
Service Desk
Business Intelligence
IBM Cognos Analytics
Relational Databases
Reporting
Microsoft Power BI
Tableau
Jupyter
Python
R
Supply Chain Management
Predictive Analytics
LinkedIn
Artificial Intelligence
Job Details
Overview
BigBear.ai is seeking a Service Desk Analyst to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction. This position supports a high visibility project for a data analytics team on-site at a customer facility.
What you will do
User Support
Issue Resolution
Incident Management
Technical Knowledge
Documentation and Knowledge Base
Collaboration
What you need to have
What we'd like you to have
About BigBear.ai
BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on Bigbear.ai's predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in McLean, Virginia, BigBear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit and follow BigBear.ai on LinkedIn: @BigBear.ai and X: @BigBearai.
BigBear.ai is an Equal opportunity employer all protected groups, including protected veterans and individuals with disabilities.
BigBear.ai is seeking a Service Desk Analyst to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction. This position supports a high visibility project for a data analytics team on-site at a customer facility.
What you will do
User Support
- Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)
- Provide clear, friendly and effective communication to assist users to resolve their issues
Issue Resolution
- Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution
- Escalate issues to higher-level support, if necessary
Incident Management
- Record and track incidents and service requests using the Jira ticketing system
- Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs)
Technical Knowledge
- Maintain a strong understanding of the organization's infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner
- Remain up-to-date with technology trends and advancements to contribute to process improvement
Documentation and Knowledge Base
- Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team
Collaboration
- Work closely with other team members, such as system administrators and application developers, to address complex issues
What you need to have
- Bachelor's degree in relevant field (i.e., Information Systems, Software Engineering)
- 4+years of experience
- Clearance: TS/SCI w Poly
- Excellent interpersonal and customer service skills to provide effective and courteous support to end-users
- Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization
- Ability to communicate technical information in a clear and understandable manner is crucial
- Proven problem-solving skills to identify issues, analyze data, and make informed decisions
- Experience with JIRA ticketing process and reporting capabilities or similiar service desk software
What we'd like you to have
- Basic understanding of business intelligence suites (Tableau, PowerBI, COGNOS, etc.) desired
- Basic understanding of relational databases desired
- Basic understanding of reporting/analysis tools (PowerBI, Tableau, Jupyter Notebooks, Python, R) desired
About BigBear.ai
BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on Bigbear.ai's predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in McLean, Virginia, BigBear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit and follow BigBear.ai on LinkedIn: @BigBear.ai and X: @BigBearai.
BigBear.ai is an Equal opportunity employer all protected groups, including protected veterans and individuals with disabilities.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.