Customer Support Analyst, T-SHARP

Cydecor is a premier Federal Government solutions provider, delivering differentiated innovations in mission systems and business platforms.  We leverage leading-edge secure systems and software development, backed by industry-leading subject matter expertise, and business intelligence to enable decision-support and remain ahead of ever-evolving national security challenges.  Our success rests squarely on three bedrock principles: People, our center of gravity; Mission, what inspires us; and an unyielding commitment to Excellence, what separates us.

Job Description: 

Cydecor has a need for a Customer Support Analyst located in NAS Corpus Christi, Texas. The T-SHARP Customer Support Analyst provides broad, in-depth services to Naval Aviation Training Squadrons, Wings, and Chief of Naval Air Training staff by maximizing and enhancing use of application functionality as a resource scheduling tool, a data repository, a training management system (TMS) and a learning management system (LMS).  The position will also support the collection, definition, evaluation and prioritization of upgrade requirements as presented by the users in supported units. In addition, the Analyst will participate in review of software solutions before they are released to the production environment.

Role and Responsibilities include:

• Technical Assistance – Respond rapidly to customer issues via email, telephone, and personal visits.  Troubleshoot and develop technical solutions to software and setup errors.  Create temporary workaround procedures when standard procedures have failed and ensure issues are resolved in a timely fashion.  Escalate urgent problems requiring more in-depth knowledge/technical access to appropriate internal resources in a timely manner.  Document all issues. 
• User Training – Deliver classroom-style training as well as informal, on-the-spot training to CNATRA Support Desk personnel and squadron end users regarding configuration, operation, and data analysis of T-SHARP to support its contribution to the CNATRA student training mission.  Assist with the generation of training material.
• Requirements Management – Follow strict Capability Maturity Model Integration (version 2.0, level 3) processes for requirements management.  As part of the T-SHARP team, the analyst will be expected to provide inputs and review/testing of work items solutions as created by development staff.  New employees will be given an opportunity to learn the process tools Cydecor employs to ensure traceability of fleet requirements.
• Team Management Assistance – Represent Cydecor T-SHARP Support team at program review, requirements definition and development meetings in place of Product Manager in times of his/her absence.
• Reports Generation – Provide training and guidance in use of various reports within T-SHARP to include instructing users in the building of ad-hoc reports.  Use Structured Query Language (SQL) and other internal tools to create canned and ad-hoc reports per user requests.
• Travel – Local travel between NAS Corpus Christi (TRAWING FOUR) and NAS Kingsville (TRAWING TWO) expected to be frequent.  More distant travel to include trips to NAS Meridian, NAS Pensacola or NAS Whiting Field may be required, but Infrequent.  Participate in and travel to training and program-related conferences as appropriate.  May involve travel to underway units afloat or ashore to provide support services on-site.
• Dataflow Monitoring - Act as operational analyst for T-SHARP usage; monitor CNATRA inputs and usage, looks for shortfalls or anomalies and work with Squadrons, Training Wings, senior Support Representative, and Cydecor to correct as necessary.

Here's what you need:

• Background in Naval Aviation, specifically, Training and Readiness management.  Extensive knowledge of SHARP 7.0 and/or T-SHARP with experience operating the system.
• Strong ability to review software application feature requirements and evaluate proposed solutions in their ability to meet such requirements.
• Understanding of the data flow from the entry point in the squadron, able to analyze the flow and accuracy of Training Progression data.
• Demonstrated ability to work independently and in a team environment to effectively provide complex distributed and integrated mission-critical services and to efficiently solve technical problems.
• Demonstrated ability to provide application guidance and training in both one-on-one and group environments.

Bonus points if you have:

• Technical certifications a plus but not required (e.g., Microsoft Azure or other Cloud certifications). 

Education:

• Bachelor degree with four years of related work experience or eight years of related experience in field of military aviation.

Work Schedule:

• Full time onsite at Naval Air Station Corpus Christi, TX

Benefits:

Cydecor offers a comprehensive compensation package including Health and Dental Insurance, Vision and Life Insurance, Short-Term & Long-Term Disability, 401(K) company match, Paid Time Off (PTO), Paid Company Holidays, Tuition Assistance Program and more. 

What We Believe 

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Cydecor has the responsibility to create and sustain an inclusive environment.

Equal Employment Opportunity Statement

Cydecor is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. 

Cydecor is an Equal Employment Opportunity/Affirmative Action Employer (EEO/AA). All employment and hiring decisions are based on qualifications, merit, and business needs without regard to race, religion, color, sexual orientation, nationality, gender, ethnic origin, disability, age, sex, gender identity, veteran status, marital status, or any other characteristic protected by applicable law.

If you are a qualified individual with a disability and/or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site because of your disability. You can request assistance by contacting HR@cydecor.com or calling 703-884-2105.