Job Summary

Galapagos Federal Systems LLC is looking for an enthusiastic, well-qualified individual to fill the Intel and Operations Specialist, SME position. This role offers the opportunity to work with a diverse and talented group of individuals committed to driving success.

The ideal candidate will be responsible for conducting research, analyzing data, and generating accurate information products using the BMC3I Elite platform. This role manages information requests, synthesizes complex data from multiple BMC3I Elite modules, and ensures stakeholders receive timely, clear, and actionable analyses to support operational, technical, and leadership decision-making.

The ideal candidate combines strong research and analytical capabilities with hands-on experience working in BMC3I Elite environments, enabling efficient knowledge retrieval, workflow support, and high-quality information response execution.

Key Responsibilities

The Intel and Operations Specialist, SME will:

• Use BMC3I Elite/Helix modules to gather data, extract insights, and compile information for internal and external requests
• Analyze platform data such as service records, workflows, performance metrics, change/incident data, and configuration items
• Validate data accuracy and ensure consistency across BMC3I Elite modules and other enterprise sources
• Receive, track, prioritize, and manage information requests using BMC3I Elite workflows, service categories, and automation capabilities
• Coordinate with technical teams, program leads, and SMEs to collect necessary inputs for responses
• Monitor request life cycle progress and provide regular updates to stakeholders
• Create reports, dashboards, briefs, FAQs, summaries, and research products using BMC3I Elite dashboards, reporting tools, or integrated analytics
• Maintain organized documentation of research findings, sources, and request outcomes in BMC3I Elite knowledge and documentation modules
• Enhance response templates, SOPs, and knowledge articles to improve repeatability and accuracy
• Work with program managers, system administrators, and leadership to clarify request requirements and expected deliverables
• Provide data-driven recommendations and decision-support materials based on research findings
• Serve as a liaison between technical teams and non-technical audiences to ensure clarity in responses
• Recommend enhancements to BMC3I Elite workflows, knowledge modules, and reporting configurations to improve efficiency
• Identify automation opportunities to streamline information responses and reduce manual workload
• Support continual improvement initiatives related to data integrity, response quality, and communication standards

Skills & Experience

The Intel and Operations Specialist, SME must have:

• Active TS/SCI with SAP Access
• 12+ years of experience in research, information analysis, ITSM analytics, knowledge management, or program support
• Hands-on experience using BMC3I Elite, BMC3I Helix, or similar ITSM/ESM platforms for data retrieval, reporting, and research
• Strong analytical skills with the ability to evaluate service data, workflows, KB articles, and enterprise metrics
• Proficiency with dashboards, reporting modules, and data visualization within BMC3I Elite or integrated tools (e.g., Power BI)
• Strong ability to write, edit, and produce high-quality information summaries and technical briefs
• Experience managing intake and response workflows in enterprise platforms
• Strong communication and interpersonal skills with the ability to explain complex data clearly
• Ability to work under tight deadlines and manage multiple concurrent requests
• Demonstrated ability to collaborate with cross-functional teams in fast-paced technical environments

Education & Certifications

The Intel and Operations Specialist, SME must meet the following:

Required

• Bachelor’s degree in Information Systems, Communications, Knowledge Management, Business Administration, Intelligence or Data Analysis, or a related field

Preferred

• Master’s degree (e.g., MPA, MS in Data Analytics, MSIS)
• BMC Elite/BMC Helix platform certification or training
• ITIL v4 Foundation
• Knowledge Management certifications (e.g., KMI, AIIM)
• Analytics or reporting certifications (e.g., CAP, Power BI Analyst)

Benefits

• Medical, dental, vision, disability, and life insurance
• Flexible Spending Accounts
• 401(k)
• PTO
• Paid Parental Leave
• Tuition reimbursement
• Paid federal holidays

Security Clearance

Must be a U.S. Citizen. A high-level Department of Defense active security clearance is/may be required. Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to government information.

Physical Requirements

Work may involve sitting or standing for extended periods of time and typing and reading from a computer screen. The candidate must have enough mobility, including bending, reaching, and kneeling, to complete daily duties in a prompt and efficient manner, and that may include lifting up to thirty pounds, as necessary.

Company Summary

Headquartered in Hawaii, Galapagos Federal Systems, LLC, is an SBA-Certified NHO-owned 8(a) Small Business specializing in global information technology solutions. We deliver professional services in IT Design & Installation, Cybersecurity Engineering & Support, Application Integration & Development, Software & Hardware Engineering, Network & Systems Management, Information Systems Security, and Business Management Services.

Leveraging over 30 years of providing IT services to the federal & commercial market with projects found around the world, our team has innovative expertise in the development of a wide range of technological solutions. Galapagos Federal Systems, LLC is an equal opportunity employer.

Our service commitment is simple - "Quality IT Solutions... On Time & On Budget."

Company Employment Statement

Galapagos Federal Systems, LLC reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing as positions, functions, and qualifications may vary depending on business needs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Galapagos Federal Systems, LLC is an equal opportunity employer and does not discriminate against applicants based on race, color, creed, religion, medical condition, legally protected genetic information, national origin, sex (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status or legally protected characteristics.