Product Manager

Key Skills

Analytical and Problem solving, Data Analysis, Data Analytics, Databricks, Effective communication skills, Mathematics, Microsoft-Excel, Python Programming, SQL, SQL Server

Job Description

BigBear.ai is seeking an Operations Support team member who is motivated to grow into a Data Analyst / Business Intelligence developer role. This position is perfect for individuals who enjoy problem-solving, are eager to learn, and have a keen interest in data management and analytics. This person will have the opportunity to rapidly learn and influence strategic decisions as they become a Global Force Management (GFM) Subject Matter Expertise (SME) under the guidance of our Senior Data Scientist. This is an excellent opportunity to get in on the ground floor as we migrate to the cloud environment and capitalize on strategic partnerships that will catapult the program to new heights. This position will be based out of Joint Staff J35 Norfolk, VA and will report on-site daily

What you will do

• Perform data analysis: Utilize data analysis techniques to identify trends, patterns, and anomalies in customer support tickets, software usage data, and other relevant sources. Analyze the data to identify potential areas for improvement and make recommendations to enhance the software and support processes.
• Perform Low-Code / No-Code application development: Develop and maintain Low-Code applications using business Intelligence software, Data Bricks, Python, and SQL.
• Provide exceptional technical support: Respond to customer inquiries and troubleshoot software-related problems via phone, email, or chat. Assist users with software installation, configuration, and usage. Resolve issues promptly and ensure a high level of customer satisfaction.
• Document and escalate issues: Accurately document customer interactions, issues, and resolutions in a ticketing system. Follow established processes for escalating complex technical issues to Tier 2 or Tier 3 support teams. Collaborate with other teams to ensure prompt issue resolution.
• Collaborate with cross-functional teams: Work closely with software developers, QA analysts, and product managers to relay customer feedback and suggest improvements to enhance the software's usability and functionality. Provide insights from data analysis to drive data-driven decision-making processes
• Maintain knowledge base: Contribute to the development and maintenance of a comprehensive knowledge base of frequently asked questions, troubleshooting guides, and best practices. Continuously update and enhance the knowledge base to empower users to find answers and resolve issues independently

What you need to have

• Must have and maintain an active SECRET clearance
• Bachelor’s degree in Computer Science, Engineering, or similar technical field or equivalent experience
• Strong analytical skills with the ability to derive insights from complex data sets
• Familiarity with SQL, Microsoft SQL Server, Databricks, Python (or similar)
• Proficiency in data analysis tools and techniques, such as Excel, SQL, or scripting languages
• Excellent problem-solving and troubleshooting abilities
• Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users
• Ability to work independently as well as collaboratively in a team environment
• Detail-oriented with a commitment to accuracy and quality
• Experience with shifting priorities and meeting deadlines

What we'd like you to have

• Experience working for Department of Defense programs · Experience with Global Force Management processes and programs
• Current experience with GFM applications (DRRS, JOPES, JCRM, ORION)
• CompTIA Security+ certification
• A high level of mathematical ability
• Ability to analyze, model, and interpret data
• Possess a methodical and logical approach to solving problems
• Demonstrated competency with written and verbal communication skills

About BigBear.ai

BigBear.ai delivers AI-powered analytics and cyber engineering solutions to support mission-critical operations and decision-making in complex, real-world environments. BigBear.ai’s customers, which include the US Intelligence Community, Department of Defense, the US Federal Government, as well as customers in manufacturing, healthcare, commercial space, and other sectors, rely on BigBear.ai’s solutions to see and shape their world through reliable, predictive insights and goal-oriented advice.