Integrated Maintenance Data System (IMDS) Senior Subject Matter Expert (SME)

Consulting Solutions - Montgomery, Alabama

Job Summary:

Zigabyte is seeking a senior level Integrated Maintenance Data System (IMDS) Subject Matter Expert (SME) to serve as the primary technical authority for IMDS within a high tempo, 24/7 operational support environment. This position plays a key role in strengthening operational readiness and support effectiveness for IMDS users worldwide by providing deep system expertise, senior level technical guidance, and knowledge transfer within our Field Assistance Services (FAS) team.

The Field Assistance Services (FAS) team is located at Gunter AFB, Alabama. It is a 24/7/365 help desk responsible for providing support for a multitude of Air Force systems and serves as the initial contact for reporting technical issues for field users worldwide.

Responsibilities:

• Serves as the primary technical authority for IMDS within the FAS.
• Advises leadership on IMDS issue trends, recurring system and process problems, and training gaps.
• Develops and delivers IMDS specific training to operational support analysts.
• Creates and maintains performance support tools, including job aids, standard processes, and troubleshooting workflows.
• Contributes to and manages an IMDS knowledge base to improve resolution effectiveness and first-contact resolution.
• Independently troubleshoots, diagnoses, and resolves IMDS issues requiring system expertise.
• Collects and validates information from customers to effectively escalate unresolved issues when needed.
• Maintains current knowledge of IMDS functionality and operational changes.
• Performs additional duties as assigned by management.

Required Skills/Abilities:

• Five or more years of hands-on experience using and/or providing advanced technical support for IMDS.
• Demonstrated experience troubleshooting and supporting systems in an operational environment (including network, desktop, and system components, as applicable).
• Strong analytical and problem-solving skills with the ability to analyze and resolve technical issues requiring judgment and system knowledge.
• Excellent communication and interpersonal skills, with the ability to convey technical concepts to both technical and non-technical audiences.
• Strong time-management and organizational skills, with the ability to prioritize competing demands and work independently.

Minimum Education:

Degree preferred; significant, hands-on IMDS experience may be considered instead of formal education.

Job Stipulations:

The role primarily fills a day shift position, Monday through Friday, however, since this is a 24/7/365 helpdesk, the position periodically fills a shift other than day shift.

Must be a U.S. Citizen and be able to obtain and maintain a Secret clearance.

Willing to work overtime, holidays, and weekends, occasionally, when necessary.