MidFull TimeEN
Penlink is a technology company bringing clarity to complex data for people who need it now. We partner with law enforcement agencies across the United States, offering a software solution to manage data and aid investigators solving crimes. It sounds like a lot of data and analytics, but really, it’s about improving the world and keeping safe the places we call home.
Penlink is looking for a Program Manager to provide support and system administration services to a U.S. Federal government agency (the “client”) in support of Penlink software and systems.
As a Program Manager and product SME specializing in Law Enforcement Technology, you will be responsible for enhancing customer usage experience with Penlink software to achieve operational success, maintaining and optimizing software systems. Your day-to-day tasks will involve active health monitoring, system optimizations, acting as liaison between field users and agency program management, and troubleshooting to ensure the seamless operation of critical law enforcement technologies. The role requires a comprehensive understanding of various networking components, security standards, and Penlink software.
This position is located on-site with the client in Merrifield, VA.
Technical Support & Troubleshooting:
• Provide system support, serving as the primary point of contact for clients, addressing their questions and providing guidance on using Penlink software.
• Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance.
• Assist to diagnose, troubleshoot, and resolve issues related to the Penlink software, ensuring minimal downtime and operational impact.
• Document issues and associated support activities in the Penlink CRM system (Salesforce) in a timely and thorough manner.
• Determine when to escalate issues to the Penlink team, providing detailed documentation on how to recreate the issue and the troubleshooting steps taken.
Software and System Administration:
• Perform routine system administrative functions including end-user management, system configuration and change management, and the application of routine updates to software and firmware, ensuring systems are up-to-date and functioning optimally.
• Manage and maintain additional application-related systems, with an emphasis on security and performance.
• Maintain and monitor network components, including site-to-site VPN connections, and ensure compliance with the latest security standards and best practices.
Training and Communication:
• Onboard and train agency personnel new to Penlink software to ensure effective use and adoption and increase system usage across the agency.
• Serve as a technical liaison between agency personnel and Penlink personnel as needed.
• Generate monthly reports detailing usage matrix, services rendered, and deliverables provided.
• Participate in regular program calls with clients to discuss ongoing needs, system updates, and support activities.
• Work closely with internal teams such as Development, Product Management, and Sales to communicate client feedback and contribute to the improvement of Penlink software.
• Must be a United States Citizen
• Must have ability to obtain US Government clearances
• Must be located within driving distance Merrifield, VA.
• College degree in Information Technology, Computer Science, or related field or equivalent work experience.
• Excellent communication skills for effective collaboration with various stakeholders.
• Critical thinking and strong analytical skills to assist in troubleshooting processes.
• Detail-oriented documentation skills for maintaining accurate records of configurations, changes, and troubleshooting steps.
• Minimum of three (3) years’ experience of service desk work.
• Must be able to work 9AM - 5PM EST, Monday through Friday. Due to the urgent and exigent nature of the position there may be times where after-hours work is required, such as rotating on-call responsibilities, scheduled maintenance windows, or unplanned outages.
