• Functional Analyst (Tier 4 Elevated)

    Posted Date 2 weeks ago(4/9/2018 1:59 PM)
    Job ID
    Infrastructure Support
  • About DMI

    About DMI

    DMI is a leading provider of mobile enterprise solutions and services, including mobile strategy, mobile UX and app solutions, omni-channel commerce, mobile brand and marketing, big data management and analytics, and secure mobile device, app and data management. The company’s commitment to excellence in service delivery has resulted in dramatic growth and an expanding client base that includes hundreds of Fortune 1000 commercial clients and all fifteen U.S. Federal Departments. DMI is headquartered in Bethesda, MD, with satellite offices all around the world. The company has been named one of the Top 2014 Workplaces in the Washington DC area by the Washington Post, and has been awarded Inc. Magazine’s Hire Power Award as one of the top 100 Private Job Creators in the US. Additional information is available at

    About the Opportunity

    DMI is currently seeking to hire a Functional Analyst (Tier 4 Elevated).


    Position Description:


    The Tier 4 delivery area provides an elevated point of contact for US Coast Guard applications end users to gain assistance in troubleshooting, get answers to questions, and solve known problems. The Tier 4 delivery group utilizes the Remedy ticketing system to track end user requests for change, requests for services and incident reports.  The team works to sort user requests, and escalate as needed to team members who can resolve the user’s request, or for further analysis by other APLES service lines. This role will require close collaboration with Security Engineers, Engineering, Operational and other subject matter experts.


    Duties and Responsibilities:  

    • The Functional Analyst (FA) will work as a member of the Sustainment Operations team, providing daily support and be capable of executing independent and team tasks as assigned

    • The FA must be a team player and willing to interact with others at all levels throughout the USCG

    • The FA’s primary responsibility is as a member of the Operations Tier 4 application support team, assisting end users in a help desk like environment

    • The Tier 4 FA works with end users via phone or email, to provide them with information and support for up to 35 unique applications

    • The FA works to troubleshoot problems or provide guidance about the software

    • In additional to providing daily end user support, the Tier 4 FA may be asked to prepare reports and spreadsheets, participate in working groups tasked with solving a particular problem or addressing a specific challenges, analyze tickets to determine trends, ticket similarities, and redundant issue reporting, and other duties as assigned


    Education/Experience Requirements:

    • BS degree in Computer Science, IT, Business Administrator, or equivalent
    • AA/AS or Industry Standard Certification will be accepted if sufficient experience is demonstrated to offset the educational requirement


    Required Skills:

    • Effective communication skills (oral and written)

    • Excellent computer skills and the ability to create high-value deliverables
    • Thorough knowledge of the Microsoft Office Suite of Tools (Outlook, Word, Excel)
    • Strong interpersonal skills and ability to work both independently and in a team environment
    • Technical Support for the system hardware and operating systems.
    • Strong written and verbal communication skills
    • Excellent customer service skills
    • Ability to take initiative and be a self-starter.  Take on tasks without being assigned
    • Positive Public Trust background investigation or Security Clearance required
    • Security+ certification or higher DoD 8570 Information Assuraince Technical (IAT) Level II compliant

    Desired Skills:

    • Customer support experience a plus
    • Experience with Remedy tools 

    Location: Kearneysville, WV 


    Physical Requirements:  N/A


    Min. Citizenship Status Required: US Citizen only


    Working at DMI

    DMI is a diverse, prosperous and rewarding place to work. We provide our employees with competitive benefits, educational assistance, and career growth opportunities. Every employee is valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company.

    The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination on the basis of their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability.

    ***************** No Agencies Please *****************

    Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.