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Role Description

The Senior Systems Analyst is responsible for technical program support across Project Management, Tier III PIV Service Desk, Testing & Release, reporting, and transition activities. Acts as a primary technical integrator between contractor teams, VA stakeholders, vendors, and the COR/PM to ensure CPMP execution, timely reporting, high-quality Tier III support, and smooth releases and transitions.

• Provides the technical backbone for CPMP execution, Tier III service excellence, release readiness, reporting integrity, and low-risk transitions for PIV NextGen support.
• CPMP & Reporting:
  • Support development, maintenance, and monitoring of the Contractor Project Management Plan (narrative + graphical).
  • Produce monthly progress reports (Word/MS Project) with data definitions, ICT deliverable Section 508 status, issues/resolutions, and CPMP variance tracking.
• Meetings & Coordination:
  • Prepare materials, present technical content, and produce minutes for Technical Kickoff, weekly PIV Operations meetings, monthly contract reviews, Technical Interchange Meetings (TIMs), and biannual Program Management Reviews (PMRs).
• Tier III Service Desk Support:
  • Provide subject-matter troubleshooting for PIV NextGen integrations (Active Directory, IAM, PKI, certificates, client software).
  • Follow VA workflows in ServiceNow, resolve/ticket escalations, coordinate vendor escalations, and produce weekly/monthly Tier III metrics (tickets assigned/resolved, avg closure time).
• Testing & Release Support:
  • Validate NextGen client updates and patches against VA baselines, coordinate field testing, document anomalies, prepare release intake/packaging support, and publish OIT bulletins/knowledge articles.
  • Maintain installer packages and release readiness artifacts.
• Knowledge Management:
  • Author and review knowledge base articles, SharePoint/Teams content, troubleshooting guides, and technical documentation; manage PIV Champions channel content and training materials.
• Metrics & Dashboards:
  • Extract and analyze ServiceNow/Jira metrics; produce tabular and graphical reports and daily/weekly status products (PIV System Status Report).
• Transition & Onboarding:
  • Develop/execute 90-day Transition Plan when required; coordinate knowledge/data transfer, training, asset disposition, and personnel support to successor teams.
• Compliance & Security:
  • Ensure solutions meet VA TRM, VA Critical Security Controls, FICAM/HSPD-12/PIV requirements, Section 508 guidance, and support ATO/FedRAMP documentation needs.
• Continuous Improvement:
  • Identify process inefficiencies, recommend automation, and implement improvements to reduce ticket resolution time and increase system stability.

Qualifications

• Degree in Computer Science, Engineering, Mathematics, or an equivalent technical discipline.
• 8 additional years of relevant experience may be substituted in place of the Bachelor’s degree.
• 5 years of relevant IT experience, specifically in:
  • Analysis, design, and integration of information systems.
  • Working with COTS (Commercial Off-The-Shelf) software and development software.
  • Translating business requirements into system requirements using structured analysis and design methodologies.
  • Evaluating cost factors and risks in system implementations.
• 8+ years’ systems analysis/engineering experience supporting enterprise IT programs for federal customers (VA/DoD preferred).
• Demonstrated experience with ServiceNow, Service Desk/Tier III workflows, and support reporting.
• Strong technical skills with directories/authentication (Active Directory, PKI/PIV), Windows client software, and application/server troubleshooting.
• Experience in testing and release coordination, field test management, and producing test reports.
• Proficiency in SQL and data extraction for metrics reporting; experience with MS Project, Word, Excel, Power BI or similar.
• Experience authoring knowledge articles, technical guides, and presentation materials.
• Strong oral/written communication and stakeholder facilitation skills; proven ability to lead TIMs and brief executive audiences.
• Familiarity with VA security/compliance frameworks (RMF, NIST, FICAM, Section 508).
• Active federal clearance (Public Trust minimum; higher preferred) or ability to obtain.

Requirements

• IT Service Management and Ticketing:
  • ServiceNow
  • Tier III incident and request management
  • Knowledge article creation and maintenance
  • Service desk workflow and escalation management
  • Reporting and metrics generation for service desk performance
• Identity, Credential, and Access Management:
  • Microsoft Active Directory
  • Public Key Infrastructure
  • Personal Identity Verification
  • VA Identity and Access Management
• Experience supporting:
  • Certificate-based authentication
  • PIV card issuance and lifecycle management
  • Identity credential management
  • Directory integration and group policy administration
  • Authentication and authorization services
• Operating Systems and Enterprise Desktop Platforms:
  • Windows 10
  • Windows 11
• Experience with:
  • Client configuration and troubleshooting
  • Software deployment packages (.msi and .msp)
  • Desktop security configuration and STIG compliance
• Collaboration and Knowledge Management Platforms:
  • Microsoft Teams
  • Microsoft SharePoint
• Productivity and Reporting Tools:
  • MS Suite:
    • Monthly progress reports
    • Project schedules and CPMP documentation
    • System documentation and architecture diagrams
    • Technical presentations and status briefings
• Remote Access and Virtual Desktop Infrastructure:
  • Azure Virtual Desktop
  • Citrix Access Gateway
• Experience supporting:
  • Secure remote access to enterprise systems
  • Troubleshooting remote connectivity issues
  • Working within controlled federal IT environments
• Software Testing and Deployment Support:
  • Experience supporting enterprise software release processes including:
    • Software validation and compatibility testing
    • Patch and update deployment coordination
    • Field testing and deployment preparation
    • Software packaging and installer management
• Security and Compliance Frameworks:
  • Familiarity with federal security standards and frameworks including:
    • National Institute of Standards and Technology security guidance (e.g., NIST SP 800-63)
    • Cybersecurity and Infrastructure Security Agency directives
    • U.S. Department of Veterans Affairs security policies and technical reference models
    • Zero Trust security architecture concepts
    • FICAM identity management standards
    • FIPS-201 PIV credential compliance

Benefits

• Competitive total compensation package including paid leave.
• Options for employer-sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance.
• Flexible spending account and health saving account options for pre-tax savings for qualified medical, dental, and vision expenses.
• Company-sponsored 401(k) retirement plan with an employer contribution match that is immediately vested.
• Investment in the professional growth of employees through professional courses, certifications, and tuition reimbursement programs.