Scrum Master /IT Project Analyst

Clearance: Public Trust

Location: Baltimore – Hybrid 2+ days/week – must be located in MD, DC, PA, VA, DE within 2 hours of commute

Work auth: Any

Req release date: 10/7/24

Scrum Master /IT Project Analyst

Strong knowledge of general IT project analysis, hardware/software troubleshooting, user research, requirements gathering, special projects, inventory management, process improvement, project management, accessibility/508/UX knowledge.

Position description:

• Support and track project requirements of research efforts across the UX team to ensure the delivery of end results.
• Meet regularly with project teams to understand current progress/challenges and provide assistance around agency policy, research processes, and best practices that support project goals.
• Maintain IT and internal process documentation for disbursement and use across UX team.
• Perform independent research and provide recommendations for new and improved software/hardware to enhance team's IT capabilities.
• Support ad hoc special projects relating to internal UX team needs.
• Provide technical support to UX team members including resolution of any software and/or hardware issues without the use of a script/knowledge base.
• Analyze helpdesk tickets (via Jira or other service platform) and determine appropriate response in a timely manner.
• Assist in review and improvement of team processes, including refining current processes to increase effectiveness and ease of use.
• Coordinate with internal team around asset management and if needed prepare quotes, catalog inventory, and review defective hardware to determine required actions.
• Learn customer-specific policies and processes.
• All other duties as assigned or directed.

Required skills/experience:

• Minimum of 3 years' experience testing both hardware and software, ensuring that systems are functioning properly.
• Minimum of 3 years' experience utilizing Jira (or similar service platform) to manage and respond to support tickets from users.
• Ability to support multiple projects at the same time, each with their own unique set of requirements and needs.
• Ability to be flexible and react appropriately to changing job assignments, work environments, and work locations.
• Consistently demonstrates a positive, supportive, and constructive attitude with both internal and external customers as well as peers.
• Ability to write technical documentation and plain language documentation dependent on audience.
• Self-motivated, task-driven, and able to quickly learn new skills.
• Demonstrated understanding of navigating and adapting to unique constraints (i.e. policy, infrastructure)

Standout skills/experience:

• Experience implementing or otherwise managing Jira or similar service platform (ServiceNow, Zendesk, etc.)
• Understanding of UX and user research methodologies
• Support of UX/user research software and/or tools (Axure, XD, Sketch, Figma, Medallia, Tobii)
• Support and troubleshooting of mobile devices (Android, iOS)
• Understanding of 508 and accessibility compliance
• Previous work experience in federal government
• Understanding of agile framework and full life-cycle software development methodologies
• Other Certifications (optional, but preferred): CompTIA, Project management certifications (PMP, CAPM, PMI).

Education:

• Bachelor's degree and 3 Years of relevant work experience OR Master's degree and 1 Years of relevant work experience as an IT Project Analyst or a minimum of 7 years related experience in lieu of a degree.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.