Sr Service Support Analyst

About the role

This is an on-site position supporting physical security operations, including documentation and coordination activities related to the Genetec software and all system components deployed (FACS) for Physical Security.

Responsibilities

• Develop, manage, track, and maintain preliminary and updated Physical Security Site Survey Diagrams.
• Collaborate with vendors to ensure final drafts of Site Survey diagrams accurately represent equipment and hardware at DOT sites or locations, and store them in the DOT Physical Security document repository, including updates for modifications.
• Manage and track the progression of future scheduled sites with the Physical Security Manager and the IT-EMS Application Support Team; provide weekly updates on security assessment requests from customers for the FACS Support Team.
• Maintain Physical Security standard operating procedures, policies, reports, and other documentation in collaboration with the Physical Security Administrative Assistant, Inventory Specialist, and Physical Security Manager.
• Submit and monitor the progression of incidents and requests for FACS services using ServiceNow in collaboration with the FACS IT-Application Support team.
• Support inventory activities as needed and/or in the absence of the Physical Inventory Specialist.
• Work with vendor technicians to test and confirm proper operations of FACS devices and equipment for service calls; track and update the status of assigned tasks within ServiceNow.
• Confirm scheduled work with site point of contact, including preventative maintenance, repairing/replacing malfunctioning equipment, additions, modifications, and relocations.
• Provide guidance, training, and support to new and existing Physical Security colleagues as needed.
• Collaborate with the IT-Application Support team to maintain the Physical Security internal SharePoint site.
• Generate and review various audit reports to identify risks, faults, and areas of development within the access control system.
• Execute necessary actions to resolve identified risks, faults, and areas of development to ensure the safety and security of NCDOT facilities.
• Collaborate with the Physical Security Administrative Assistant, Physical Security Inventory Analyst, ServiceNow team, and other DIT-Transportation IT teams to develop and improve Physical Security-related program features within ServiceNow.
• Participate in system upgrades to the access control system with other Physical Security and FACS IT-Application Support teams.
• Perform other job duties as assigned by Physical Security Management.

Skills

• Ability to proactively identify and manage situations requiring complex communication for internal and/or external audiences (6 years required).
• Ability to recognize and fully understand the limitations of business information systems in relation to business processes (6 years required).
• Ability to exercise creative and critical thinking in evaluating complex situations and developing solutions (5 years required).
• Ability to forecast the level of future agency requirements (5 years required).
• Ability to make recommendations on issues that affect the direction of business (6 years required).
• Ability to identify and address the root cause of issues (6 years required).
• Ability to set short and long-term goals (5 years required).
• Ability to interact and communicate with all levels of management and personnel (6 years required).
• Self-motivated with a can-do attitude (6 years required).
• Working knowledge of office applications (e.g., MS Excel, MS Word, MS Outlook, Visio, and PowerPoint) and standard office equipment (6 years required).
• Experience with Adobe Acrobat (5 years required).
• Working knowledge and experience with ServiceNow applications (6 years required).
• Excellent writing skills, knowledge, and ability to write policies and procedures (5 years required).
• Ability to create step-by-step process flow charts (5 years required).

Qualifications

• Preferred: Associate’s degree in business or information technology from an appropriately accredited institution with 6 years of experience.
• Nice to have: Bachelor’s degree from an appropriately accredited institution in business, information technology, or a related discipline (4 years).