NCDOT - Service Support Analyst- Senior

NCDOT is seeking a person with a basic technical knowledge of IT systems and the ability to create programs and procedures that are aligned with the Facilities Access Control System (FACS) project. This position will be assigned to DOT Physical Security.

***This is an on-site position.

This position will support duties consistent with documenting and coordinating activities with respect to physical security operations, operating and familiarity with the Genetec software and all system components deployed (FACS) for Physical Security.
Develop, manage, track, and maintain the preliminary and updated Physical Security Site Survey Diagrams.
Collaborate with Vendor to ensure final drafts of the Site Survey diagrams are representative of the equipment and hardware at a DOT Site or Location and stored in the DOT Physical Security document repository including when modifications occur.
Manage and track the progression of future scheduled sites along with the Physical Security Manager and the IT-EMS Application Support Team; and provide weekly updates on security assessment requests from customers for the FACS Support Team.
Maintain Physical Security standard operating procedures, policies, reports, and other documentation in collaboration with the Physical Security Administrative Assistant, Inventory Specialist, and Physical Security Manager.
Submit and monitor progression of incidents and requests for FACS services in collaboration with the FACS IT-Application Support team using ServiceNow.
Support inventory activities as needed and/or in the absence of the Physical Inventory Specialist
Work with the Vendor Technicians to test and confirm proper operations of FACS devices and equipment for service calls, track and update status of assigned tasks within ServiceNow
Confirm with the site point of contact regarding scheduled work to be performed by the Vendor, which includes preventative maintenance, repairing/replacing malfunctioning equipment, additions, modifications, and relocations.
Provide guidance, training, and support to new and existing Physical Security colleagues as needed.
Collaborate with the IT-Application Support team to maintain the Physical Security internal SharePoint site.
Generate and review various audit reports to identify risks, faults, and areas of development within the access control system.
Execute the necessary actions to resolve the identified risks, faults, and areas of development within the access control system to ensure the safety and security of NCDOT facilities.
Collaborate with the Physical Security Administrative Assistant, the Physical Security Inventory Analyst, the ServiceNow team, and other supporting DIT-Transportation IT teams regarding the development and improvements of Physical Security related program features within ServiceNow.
Participate in system upgrades to the access control system with other Physical Security and FACS IT-Application Support team
Other job duties as assigned by Physical Security Management
Required/Desired Skills

Skill	Required /Desired	Amount	of Experience
Ability to proactively identify and manage situations requiring complex communication for internal and/or external audiences	Required	6	Years
Ability to recognize and fully understand the limitations of business information systems in relation to business processes	Required	6	Years
Ability to exercise creative and critical thinking in evaluating complex situations and developing solutions	Required	5	Years
Ability to forecast level of future agency requirements	Required	5	Years
Ability to make recommendations on issues that affect the direction of business	Required	6	Years
Ability to identify and address the root cause of the issues	Required	6	Years
Ability to set short and long-term goals	Required	5	Years
Ability to interact and communicate with all levels of management and personnel	Required	6	Years
Self-motivated with a can-do attitude	Required	6	Years
Working knowledge of office applications (i.e., MS Excel, MS Word, MS Outlook, Visio, and PowerPoint) and standard office equipment	Required	6	Years
Experience with Adobe Acrobat	Required	5	Years
Working knowledge and experience with the ServiceNow applications	Required	6	Years
Excellent writing skills, knowledge, and ability to write policies and procedures	Required	5	Years
Ability to create step-by-step process flow charts	Required	5	Years
Preferred Associate's degree in business or information technology from an appropriately accredited institution with 6 years of experience	Desired	6	Years
Bachelor's degree from appropriately accredited institution in business, information technology or a discipline related to this position	Nice to have	4	Years