Systems Analyst - Tier II Support

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

MBI (T2)

Job Family:

IT Infrastructure and Operations

Job Qualifications:

Skills:

Applications Support, Incident Management, Incident Resolution, Taking Initiative, Teamwork

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

No

Job Description:

Join GDIT where your work will improve outcomes for our Veterans. You will support the Department of Veterans Affairs (VA) with a Veteran first vision to transform the Veterans Benefits Administration (VBA) with greater visibility into claims processing. Together, we’re building a future of fast, transparent claims, empowered teams, and striving for a zero backlog, directly supporting Veterans and making a real impact on the lives of those who served. This high-impact solution accelerates the delivery of benefits to Veterans and their families.

As the Systems Analyst Tier 2 Support, you will be entrusted to review customer requests for support, research and analysis to provide resolutions to workflow exceptions, data anomalies and general software disruptions for the Unified Claims Acceleration Platform (UCAP).  Supporting Tier 2 aspects, you are conduit to bridge frontline support and the UCAP engineering teams, investigating and resolving complex issues to ensure seamless operations. You will also support verification and change management to ensure the revised UCAP solution continues to meet VBA’s objectives.

Responsibilities

• Serve as the primary escalation point for Tier 1 support, resolving complex incidents, service requests, and technical issues.

• Provide functional and technical support for eDiscovery and Workflow Automation applications.

• Troubleshoot integration workflows, claims processing errors, and automation exceptions.

• Collaborate with developers, cloud engineers, and system administrators to identify root causes and implement permanent fixes.

• Monitor system performance and proactively address issues to ensure uptime, SLAs, and Veteran claim processing continuity.

• Maintain knowledge base articles (KB), SOPs and supporting documentation to improve Tier 1 and Tier 3 handoffs and reduce recurring issues.

• Support deployments, upgrades, and configuration changes by validating functional processes and system stability in production environments.

• Ensure compliance with VA IT security, privacy, and data handling requirements.

• Provide detailed reports on incident trends, recurring issues, and recommendations for process improvements.

• Communicate clearly with VA stakeholders, business users, and internal GDIT teams to resolve issues with minimal disruption to Veteran services.

• Support change management activities that lead to success adoption of UCAP functionality being deployed and matured

REQUIRED QUALIFICATIONS

• Bachelor’s degree and 5+ years of progressive experience supporting the analysis and development of automated software systems

• 3+ years of experience in IT support or application/system administration.

• 1+ years of experience troubleshooting enterprise applications and integrations.

• Familiarity with workflow/case management tools.

• Understanding of cloud-based platforms (AWS preferred) and related troubleshooting.

• Strong knowledge of incident management, escalation, and ITIL processes.

• Outstanding written and verbal communication skills with the ability to present to business leaders

• Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting 

DESIRED QUALIFICATIONS

• Previous or current experience supporting Veterans Affairs

• Experience developing technical presentations and/or writing and presenting business case and white papers

WHY GDIT:

• Work on a mission that matters—delivering outcomes for Veterans and their families.

• Access the latest cloud and automation technologies in a modern engineering environment.

• Enjoy flexible work options, continuous learning, and a strong culture of purpose and performance.

• Be part of a collaborative team driving innovation in government IT.

#Veteran_First

The likely salary range for this position is $93,500 - $126,500. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans