ANALYGENCE has an immediate opportunity for a Case Management Analyst in Arlington, VA.

The Case Management Branch is the business owner for CISA's incident report case management and workflows, and is responsible for the overarching process of ingesting, triaging, assigning, tracking, and closing incidents reported to CISA. The branch assigns cases to CISA components to work with affected entities and resolve the incidents. The branch conducts Quality Assurance and Quality Control on cases and the case management process while supporting activities to maintain and improve CISA's case management processes, workflows, and incident reporting. The Case Management Branch manages the program and processes to obtain incident reports from covered entities that do not report covered cyber incidents or ransom payments to CISA. The Case Management Brach also receives, processes, and tracks requests for information (RFI) and requests for service (RFS) to CISA Central. In this role, the Case Management Analyst will provide support to the CISA Case Management Branch in the following areas:

Overall:

• Develop the overarching process of receiving, triaging, assigning, tracking, closing, and finalizing the record of reported incidents, per legislative requirements.
• Draft organizational documentation such as Concept of Operations, Standard Operating Procedures, Work Instructions, for the Case Management Branch to process increased reporting to CISA.
• Ensure implementation of the incident reporting processes, staffing, and technologies.
• Assess and Identify opportunities to increase the efficacy of cyber incident report handling and workflows.
• Document challenges, coordinates across teams to identify opportunities for process improvement, and recommend solutions to ensure incident reporting life cycle success.

Quality Assurance/Quality Control:

• Tracking cases, incidents, and requests to ensure resolution in accordance with established timelines.
• Auditing cases to ensure SOP and work instruction compliance.
• Performing Unified Ticketing System (UTS) administrative functions.
• Coordinating with stakeholders to Identify lifecycle management process gaps and provide mitigation recommendations.
• Reviewing and updating the UTS and Incident Reporting Portal (IRP) requirements
• Coordinating stakeholder and Service Desk processes and tool interoperability.
• Defining, measuring, and reporting on CISA's incident lifecycle management key performance indicators.

Reports and Analysis:

• Reviewing incident information and conducting analysis to enrich CISA Central Awareness Messages, Situation Reports, and Senior Leadership Notes.
• Updating case information in UTS.
• Conducting analysis of incidents/cases to identify correlation between cyber, physical, and/or communications incidents.
• Performing analysis of incident/case information and coordinating with stakeholders to ensure holistic analysis results.
• Developing and distributing authoritative data on incident reports and cases.

Cyber Incident Report Monitoring:

• Developing, maintaining, and updating the CISA processes and procedures for identifying, and responding to unreported, or incorrectly reported, CIRCIA covered incidents and ransom payments.
• Educating CISA components on agency processes and procedures used to address unreported, or incorrectly reported, CIRCIA covered incidents.
• Supporting CISA's CIRCIA compliance process.
• Preparing episodic and annual CIRCIA reports to Congress.
• Publishing internal and external reports on CIRCIA metrics

• Must have an active TS/SCI security clearance and ability to obtain and maintain a DHS Fitness.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
• Bachelor's degree in a related discipline such as Homeland Security or Business, or a combination of education, technical training and equivalent experience.
• Additional (2) two years of experience may be substituted with an Associate's degree.
• Additional (4) four years of military and/or operations environment experience may be substituted with a high school diploma.
• Must have 3-7 years of related experience.

Minimum Skills:

• Demonstrated knowledge and understanding of customer service techniques, demonstrated experience providing service desk or call center support, proficient with MS office suite, exceptional communication skills and ability to stay calm in high stress events while maintaining good decision making, focus, and good prioritization skills.
• Experience working with a Service Desk platform such as ServiceNOW or Remedy.
• Ability and willingness to learn new tools and technologies and take on new responsibilities as assigned.
• Experience working with ServiceNOW and another alternative platform such as Remedy.
• Proficient in Microsoft Office Suite to include Teams or similar workplace chat and videoconferencing tools.
• Excellent written and verbal communication skills.