Iron Bow Technologies

Analyst

• Monitor incoming ticket queues and assign incidents to the appropriate technical resources based on priority, workload, and SLA requirements.
• Review and validate ticket details, asset information, and coding to ensure accuracy and contract compliance.
• Coordinate with the Service Desk and internal support teams to route out-of-scope requests appropriately.
• Track high-priority incidents and tickets spanning multiple teams to ensure timely resolution and customer satisfaction.
• Maintain ticket quality by documenting actions, linking related incidents, and ensuring complete and accurate records.
• Perform quality assurance reviews and reconciliations to verify all ticket activity is properly documented.
• Prepare daily incident status reports, major incident summaries, and operational metrics for leadership.
• Support first-call notification and, when applicable, first-call resolution efforts.
• Collaborate with customers, field technicians, and leadership to communicate updates and balance workloads effectively.
• Perform other duties as assigned in support of service delivery and operational objectives.

Desktop Analyst

Administration

• Support the review, negotiation, administration, and execution of federal contracts, subcontracts, and commercial agreements.
• Facilitate compliant and efficient transactions while identifying and mitigating contractual risk.
• Perform first-level contract review and coordinate internal approvals and escalations as needed.
• Review, draft, negotiate, and administer a variety of agreements.
• Analyze contract terms and conditions to ensure compliance with applicable laws, regulations, and company policies.
• Prepare contract redlines and support negotiations to help achieve business objectives.

Desktop Analyst

Contracts Administrator