Systems Engineer

Systems Engineer - Level 4 / 5

Position Overview:

This is an exciting opportunity to join a large and dynamic user community supporting a recently upgraded suite of enterprise platforms. The Systems Engineer will serve as a key liaison between the user community and the customer, acting as a primary point of contact for support, training, and engagement. This role is ideal for someone who enjoys working directly with users, solving problems, and becoming a subject matter expert on collaborative platforms.

The Systems Engineer will provide help desk support, deliver user training, support platform enhancements, and actively engage with a diverse set of stakeholders. The position also involves testing system upgrades, supporting community development, and contributing to overall platform success through continuous improvement and user advocacy.

Key Responsibilities:

• Provide community management and help desk support, including resolving access issues, answering feature-related questions, and triaging problems during core hours
• Serve as a subject matter resource on platform capabilities, configurations, and use cases
• Train and brief users at all levels through webinars, documentation, and live presentations
• Actively engage with user communities by monitoring discussions, answering questions, and promoting productive collaboration
• Build, support, and enhance community structures, including identifying community owners and recommending improvements
• Capture, document, and communicate user requirements; submit and review enhancement and bug tickets
• Maintain and update training materials, documentation, and release communications
• Track and report on support metrics, help desk activity, and recurring program updates
• Test platform upgrades and support rollout activities
• Collaborate closely with customers and stakeholders to ensure platform success and user satisfaction

Required Qualifications:

• Active TS/SCI clearance with Polygraph
• Experience providing help desk or user support, including issue triage and resolution
• Strong oral and written communication skills, with experience briefing and training diverse audiences, including senior leadership
• Ability to serve as a point of contact for platform-related issues and user inquiries
• Experience developing and delivering training via webinars, documentation, and live sessions
• Proven ability to engage users and foster participation in collaborative environments
• Experience capturing and documenting user requirements and providing feedback on system enhancements and bug fixes
• Ability to track and report metrics related to support activities and community engagement
• Proficiency with Microsoft Office tools
• Strong troubleshooting skills with the ability to coordinate across stakeholders and resolve platform issues in real-time
• Self-starter with the ability to quickly learn new tools, technologies, and platforms

Desired Qualifications:

• Knowledge of community management concepts, tools, and best practices
• Familiarity with Intelligence Community (IC) mission, intelligence cycle, or similar environments
• Experience moderating online forums or collaboration platforms
• Basic working knowledge of HTML, CSS, and JavaScript for simple page customization and user support
• Experience supporting or administering enterprise collaboration platforms (e.g., IC Spaces or similar)
• Ability to recommend and implement improvements to community structures and user experience

Experience Requirements:

• Minimum of 9 years of experience in Systems Engineering, IT, or a related field with similar scope and responsibilities

Education:

• Bachelor's degree may substitute for 4 years of experience
• Master's degree may substitute for 6 years of experience