Job Title: Field Service Representative (FSR) Analyst

Department: Operations – Services

Reports To: RavenTek Program Manager

Location: Washington, D.C.

Schedule: Monday – Friday

Hours: Full-time, 40-hours/week

FLSA Status: Hourly, Nonexempt

Clearance: TS/SCI

Position Summary

The Field Service Representative (FSR) Analyst provides operational, analytical, and technical support to users of advanced data platforms. This role operates on the front lines alongside implementation teams to support users, strengthen operational workflows, and ensure successful adoption of platform capabilities. The FSR Analyst works directly with analysts and operators to deliver training, troubleshoot technical issues, and develop new use cases. This position also supports collaboration across teams by gathering user feedback and communicating insights to engineering and product stakeholders. The performance of this position is key to RavenTek's performance on the contract, and therefore RavenTek's mission to support the customer.

Essential Duties and Responsibilities

• Provide desk-side training and direct support to analysts and operators.
• Conduct classroom-based training sessions for users.
• Embed with user groups to gain a deep understanding of workflows and operational needs.
• Proactively build relationships with users and identify gaps in current use cases.
• Develop initial dashboard products and assist users in building analytical queries and questions.
• Remain current on platform features, updates, and capabilities.
• Staff the Help Desk by responding to user requests and coordinating with engineering teams to resolve issues.
• Provide timely, detailed feedback to engineering teams regarding product performance and user experience.
• Consistently communicate user issues, risks, and recommendations to internal stakeholders.
• Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
• Submit Monthly Status Reports on a regular basis, as required.
• Monitor RavenTek email on a regular basis, at least 3 times per week, and respond accordingly.
• Complete required compliance training as assigned.
• Ability to travel up to 25% as needed.
• Other duties as assigned.

Knowledge and Critical Skills

• Strong understanding of operational and analytical workflows.
• Technical background with working knowledge of Python, Java, and/or JavaScript or TypeScript.
• Ability to communicate complex concepts in a clear and understandable manner.
• Strong interpersonal skills with the ability to work independently and as part of a team.
• Strong organizational skills and attention to detail.

Education & Work Experience

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field is preferred.
• At least 3 years of relevant experience.
• Experience supporting operational, intelligence, or analytical environments.
• Experience training users and explaining technical concepts clearly.
• Hands-on experience with Foundry, Gotham, Gaia, or similar systems.

Certifications, Licenses

• Relevant technical or intelligence-related certifications are preferred.

Special Requirements

• N/A

Work Environment

Employee will be working indoors in an office environment with other people. Potential moderate temperature fluctuations. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis.

Physical Demands

To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential.

ADA: RavenTek will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EEO/AA: RavenTek does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity/affirmative action employer.

This job description is not intended to be an all-inclusive list of duties and standards of the position and will be reviewed periodically as duties and responsibilities change with business necessity. Essential job functions are subject to modification. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.