Job Description

Req ID: 349439

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a SCA Computer Operator II to join our team in Alexandria, Virginia (US-VA), United States (US).

Job Summary:
The Systems Analyst analyzes client business applications and data to identify, troubleshoot, and resolve technical issues. This role requires a deep understanding of business applications and strong analytical and problem-solving skills. The analyst will work closely with users to understand their needs and provide effective solutions. They will also collaborate with Tier 3 engineers to escalate complex issues and with vendors for specialized support.

Job Duties:

• Analyze client business applications and data to identify and resolve technical issues.
• Capture relevant data related to issues to assist Tier 3 engineers with escalation.
• Communicate effectively with employees, contractors, and vendors to provide timely and professional support.
• Troubleshoot routine and recurring problems with customer's business applications.
• Provide training and support to users on custom business applications.
• Log, track, and follow up on tickets to ensure timely resolution.
• Assist with help desk calls, emails, and support requests as needed.
• Act as a liaison between clients and support groups.
• Provide Tier I/II support for custom business applications.
• Document tickets with detailed information for escalation to the agency Tier 3 team.
• Provide help desk support for office automation, telecommunications, and visual information hardware and software.
• Set up new user accounts with enterprise email.
• Suggest articles for the knowledge base to improve help desk efficiency.
• Participate in problem management for recurring issues.
• Coordinate customer-reported outages with the supervisor.
• Provide input into knowledge management systems and application requirements for system enhancements.

Basic Qualifications:

• Bachelor's degree 
  • Education Equivalency: High School Diploma and 9 years’ experience.
• Minimum 4 years of experience providing phone and/or in-person support for business applications (analysis, diagnosis, remediation, testing, performance analysis).
• Minimum 4 years of experience with standard Windows OS applications and MS Office applications.
• Minimum 4 years of experience of customer service experience.
• Minimum 4 years of experience of requirements definition/analysis experience.
• Ability to obtain a Public Trust 

Preferred Qualifications:

• ITIL v4 Foundation certification.
• Business application training experience.
• Knowledge of ITSM platforms (e.g., ServiceNow, BMC Remedy) is advantageous.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.  NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form,

NTT DATA endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at .  This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

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