About Us:
eSimplicity is a modern digital services company that partners with government agencies to improve the lives and protect the well-being of all Americans, from veterans and service members to children, families, and seniors. Our engineers, designers, and strategists cut through complexity to create intuitive products and services that equip federal agencies with solutions to courageously transform today for a better tomorrow.
We are seeking a dynamic and proactive Senior Cyber Business Analyst to support help desk and customer service operations for a large-scale SaaS data analytics platform (Palantir Foundry). In this role, you will act as a key liaison between users, engineers, and data stakeholders, providing Tier 1 triage and Tier 2 troubleshooting for platform issues, data pipelines, and analytic workflows. You will help ensure reliable platform operations by resolving user issues, supporting data integration efforts, and improving overall user experience.
Working closely with the Envision Program Office and Warp Core Program Executive Office, you will operate in a fast-paced support environment, delivering timely issue resolution, communicating risks and blockers, and driving continuous improvements in platform usability and help desk processes. The ideal candidate is highly collaborative, technically adept, and customer-focused, with a strong ability to translate complex technical issues for both technical and non-technical audiences.
Location: Remote Work with travel to Pentagon DC and Los Angeles AFB CA
This position is contingent upon contract award.
Responsibilities:
- Attend Project Meetings: Participate in calls to identify new data sources or additional data required to support ongoing platform work.
- Schedule Meetings: Coordinate meetings with data source owners and requestors to determine the best approach, establish connections, document processes, and integrate data.
- Provide Tier 1 triage and Tier 2 troubleshooting/support for data analytics workflows, platform functionality, user issues, and operational incidents within Palantir Foundry.
- Support users working with data pipelines, analytic workflows, data models, and operational datasets by identifying, troubleshooting, and resolving platform and data-related issues.
- Work within both code-based and low-code/no-code solutions across the platform to support analytic development, operational workflows, and user requirements.
- Support and troubleshoot data integration capabilities, including REST API connectivity, data ingestion/export processes, and system-to-system integrations.
- Collaborate with data scientists, data engineers, analysts, and platform administrators to resolve complex technical and data-related issues.
- Document troubleshooting procedures, recurring issues, operational processes, and user support guidance to improve platform sustainment and support operations.
- Support continuous improvement efforts related to platform usability, operational efficiency, data reliability, and analytic workflow optimization.
- Leverage collaboration tools such as Slack, Teams, Outlook, Sharepoint to communicate, document, and share information across the team.
- Create documentation repositories and standard operating procedures for help desk actions. Create processes for automation of reoccurring issues to more efficiently use resources.
- Collaborate with ISSM Team: Provide the ISSM team with up-to-date and accurate information on each data source request to facilitate the Approval Official (AO) approval process.
- Prioritization for CCB Board: Offer prioritization for data connections to the CCB board, which directs the ISSM and engineering teams efforts to finalize connections.
- Support Engineering Team: Assist in restoring degraded connections through password resets, identifying points of contact (POCs), and scheduling troubleshooting sessions.
- User Forum Support: Respond to questions on the Teams "User Forum" or seek input from the engineering team for accurate responses.
- Facilitate Engineering Inquiries: Assist the engineering team with data-related questions by coordinating discussions between engineers and data SMEs for each connected data source.
- General Account Management: Create and configure user accounts with appropriate access levels; provide user support, including addressing account-related issues; manage user access to ensure compliance with security protocols, ect.
- Review migration plans of any data sources and update documentation. Ensure that Engineers members follow data connection processes. Define and operate the organization's data management tools.
