Customer Application Support
| Posted: |
06/18/09
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| Job Req ID: |
574
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| Locations: |
San Diego,CA
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| Summary: |
The M-SHARP support analyst provides broad, in-depth services to M-SHARP users in order to enhance their use of existing functionality and maximize M-SHARP’s current and future value to the Marine Corps. Specific duties include:
• Technical Assistance – Respond rapidly to customer issues via email, telephone, and personal visit. Troubleshoot and develop technical solutions to software and setup errors. Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion. Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources.
• Software Implementation – Assist users with initial setup, training, and incorporation of M-SHARP into the user’s existing environment and operating procedures. Assist with the installation, setup, and transfer of user data to and from Deployable M-SHARP in support of all deployments.
• User Training – Deliver recurring, classroom-style training as well as informal, on-the-spot training to end users regarding M-SHARP and Marine training management. Assist with the generation of training material. Travel to active and reserve units in the 50 states to provide on-site support.
• Requirements Development – Act as the first customer liaison to capture emerging requirements for future enhancements. Anticipate requirements based on trends, personal observation of usage, and environmental conditions (e.g. NMCI, deployment tempo, etc). Document and articulate requirements to the M-SHARP team.
• Advanced Analytical Services – Perform customized data pulls and assist with analysis of historical data. Assist with the building of M-SHARP Decision Trees in accordance with appropriate policy. Help squadron/detachment personnel understand their training readiness posture (T-Level) and identify strategies to maximize readiness.
• Reports Generation – Use Structured Query Language (SQL) and other internal tools to create canned and ad-hoc reports per user requests. Instruct users in the building of ad-hoc reports as desired.
• Travel – Participate in training and readiness-related conferences as appropriate. May involve travel to deployed units afloat or ashore to provide support services on-site.
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| Requirements: |
Bachelor's degree plus 5 years of Naval Aviation experience or 10+ years of Naval Aviation experience. 5+ years of direct experience in Naval Aviation (Marine Aviation preferred) is required for this position in addition to the following:
• Initiative & Follow-Through – Able to take vague descriptions of a problem or requirement and conduct necessary research and refinement to identify a clear solution. Perseverance to work through technical issues until completely resolved. Able to operate independently with light supervision while remaining consistently effective.
• Communication – Able to communicate effectively to a variety of individuals including software developers, other support personnel, program managers, and users of varying ranks and levels of familiarity with computers. Comfortable in both the instructor and customer service roles.
• Technical – High comfort level with Microsoft Windows and Office products. Experience with relational databases and SQL is preferred. Computer system/networking skills along with a working knowledge of Internet Information Services (IIS) are a plus.
Desired Experience includes:
• Previous experience managing or supervising aviation training and readiness.
• Previous experience with Navy SHARP or M-SHARP.
• Previous experience with Naval Aviation Logistics Command Management Information System (NALCOMIS).
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| Additional Requirements: |
US Citizenship is required. Applicants selected may be subject to a security clearance investigation and must meet eligibility requirements for access to classified information. |
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