
Description
Description
- Position Summary
- We are seeking a thoughtful, technically savvy, and user-focused Systems Engineer (Journeyman) to join our team in Ashburn, VA. This role supports a government-facing project by monitoring operational logs (Splunk), fulfilling official data inquiries (OPRs), and providing responsive, user-friendly ticket support (via Zammad or similar platforms). Ideal candidates have a development background or strong technical fluency but seek a role centered on operations, support, and system awareness over direct coding.
- Job Responsibilities:
- Monitor and analyze incoming application logs (Splunk) to proactively identify and escalate issues.
- Conduct detailed log searches to answer operational data requests and audit inquiries.
- Respond to end-user feedback and support tickets clearly and helpfully, maintaining a friendly and professional tone.
- Act as a liaison between technical teams and users, ensuring mutual understanding of issues and resolutions.
- Develop or maintain lightweight documentation for recurring tasks, ticket responses, and system behavior patterns.
- Support Agile ceremonies as needed: standups, planning, retrospectives.
- Collaborate with developers to understand application behavior and guide improvements to logging, monitoring, or usability.
Qualifications
Required Skills and Experience
- Bachelor's degree
- 3–7 years in a technical role (e.g., development, DevOps, systems analyst, support engineering).
- Experience querying and analyzing logs in systems like Splunk, ELK, or similar platforms.
- Familiarity with Agile environments and collaboration tools (e.g., Jira, Confluence, Zammad, ServiceNow).
- Comfortable reading code/logs and discussing technical issues with developers.
- Skills and knowledge utilizing Windows, Microsoft Office Suite including MS Visio Professional and MS Project Professional and some sort of querying/SQL tool.
- Strong communication skills—able to explain technical findings to non-technical audiences.
- Detail-oriented and able to work independently with minimal supervision.
Desired Skills and Experience
- Master's degree
- Background in software development (e.g., Python, Java, JavaScript, or scripting languages).
- Prior experience as a developer or a data analyst is a plus for the job.
- Exposure to relational databases and SQL.
- Familiarity with distributed systems, cloud-based infrastructure (especially AWS), or CI/CD workflows.
- Experience writing or maintaining support documentation or FAQs.
- Prior experience supporting federal customers or working on government projects.
Customer Requirements
- Clearance – Ability to obtain and hold a public trust position and favorable suitability based on a CBP Background Investigation
- Citizenship – Must be a US Citizen
- Location – Hybrid with on-site (Ashburn, VA) visits 2 days per week and if a mission need. All candidates must be within the GWA/commutable area.
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