Overview:
IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity. Responsibilities:
The CAT Field Support Analyst is primarily responsible for ensuring service operations are executed in the most economically efficient manner possible to attain customer operational success with the CAT program. As the TSA CAT implementation has many government IT dependencies with limited direct user contact availability to the IDEMIA help desk, field service dispatch and debug of CAT has demonstrated to be a challenge. The subject matter expert will serve as a liaison between field service technicians, the IDEMIA help desk, TSA airport contacts, TSA STIP Help Desk, TSA IT Support, and IDEMIA (tier 3) development engineering to improve our level of service and efficiency in processing CAT work order tickets. The CAT Field Support Analyst will report to the CAT Program Manager and will additionally collaborate with the CAT Program Operations Manager. The Analyst will help facilitate clear communications between the various teams to ensure clear status and plan for ensuring field support for CAT systems.


As the fleet of CAT units continues to expand at TSA Checkpoints, so too does the team of Field Technicians required to support the warranty of this contract. At the same time, the technological challenges in diagnosing CAT work order tickets continues to evolve. As CAT has significant dependencies on TSA IT Infrastructure and TSA IT enterprise execution, the diagnosis of CAT operationally requires expanding awareness of these dependencies. The Analyst will serve as a single point of contact to assist in disruption diagnosis, coordinate with the Program Management team of preferred course of action for correction, and document processes/training material to support the Help Desk and future service visits.


Essential Job Functions (include but is not limited to):

• Daily awareness and communication of any CAT related field issues impacting customer operation. Lead, create, maintain, training documents for Field Service Engineers and Help Desk Team and coordinate training activities to develop and empower those closest to the work to be successful. Ensure the establishment of scripts for Help Desk interaction with the end users to assist in issue resolution, and/or improved information gathering regarding reported.
• 60% of the role should be CAT operational performance, and 40% will be installation support/coordination:

Form 251 submission (Delivery and SATs)
ReMAG and DD1149\xe2\x80\x99s (CAT Reallocations)
SAT Status emails
Teams/FTP site management for Techs
Overdue SR emails to Field chasing closure

• Coordinate collection of device data from the field to identify, analyze and report un/known issues, and collaborate with Customer Service Manager, Software/Hardware Engineering Development team, and Program Information System Security Officer (ISSO) on root-cause failure analysis based on operational system performance.
• Make recommendations to Program Manager/Operations Manager on strategies to improve spare part deployment and cost control.
• Work with both internal and external (TSA and TSA subcontractor) teams, ensuring the consistency of technical tasks performed.
• Support and enhance the customer relationship through consistent communication activities with Program Manager/Operations Manager and achieves highest level of customer satisfaction.
• Identify and recommend opportunities for continual service Work with IDEMIA Program Manager/Operations Manager, and IDEMIA Customer Service and Operations management to create and maintain a comprehensive set of metrics and measurements both for internal and customer facing use.
• Comply with all internal processes and standards for project, quality, cost, and risk.
• Comply with environmental standards, product safety, and all applicable Organize and facilitate deployment schedule with IDEMIA Deployment Manager that meets or exceeds customers desired deployment schedule. Communicate with Program Manager/Operations Manager on any adjustments or alteration to deployment plan that may be required.
• In addition to the Essential Functions, the Analyst also performs similar work-related duties as assigned by CAT Program Manager.

Qualifications:
Knowledge, Skills, and Abilities:

• Excellent organizational and time management skills; must be able to prioritize workload in a dynamic work.
• Excellent verbal and written communication skills, as well as negotiation and conflict management.
• Excellent interpersonal skills; must be able to work cooperatively and interact effectively with both customers and company.
• Must have strong computer skills (MS Office) and Adobe software products.
• Must obtain/maintain a current eQIP Background Investigation (BI).
• Demonstrated ability to facilitate, influence, and enable team collaboration.
• Strong interpersonal and stress management skills, with a demonstrated ability to make effective decisions while working through complex personality, program, and business interest related issues.