Security Mailbox Analyst

Job Title:  Security Mailbox Analyst 

Company: BLN24


About Us: We find strength in teamwork - a better you is a better us
BLN24 is an award-winning Management Consulting Firm that supports the U.S. Federal Government in successfully achieving their mission and goals. Our service and solutions delivery start with understanding each client’s end-state, and then seamlessly integrating within each Agency’s organization to improve and enhance strategic and technical operations and deployments.

BLN24 is seeking a Security Mailbox Analyst to monitor and triage messages sent to the organization’s security/abuse mailbox (e.g., phishing reports), perform initial analysis, and coordinate rapid response. The role helps contain threats, educates users, and improves detection and response playbooks. 

The analyst operates within an Agile service delivery model, ensuring 24-hour acknowledgment of inquiries, maintaining knowledge bases, tracking service metrics, and producing monthly performance reports.  

Key Responsibilities: 

Mailbox & Inquiry Management 

• Monitor and manage official security and privacy mailboxes. 

• Ensure 24-hour acknowledgment of all incoming inquiries. 

• Triage, categorize, and assign tickets using Agile ticketing workflows. 

• Track and document inquiry lifecycle through resolution. 

Workflow & Process Management 

• Maintain standardized intake, routing, and response procedures. 

• Coordinate with subject matter experts across privacy, cybersecurity, policy, and training teams. 

• Escalate high-risk or time-sensitive issues appropriately. 

• Identify trends in inquiries and recommend process improvements. 

Knowledge Management 

• Develop and maintain FAQ repositories and knowledge base articles. 

• Standardize response templates to ensure consistency and compliance. 

• Continuously improve documentation to reduce repeat inquiries and manual workload. 

Reporting & Performance Metrics 

• Produce monthly reports on: 

• Acknowledgment timeliness 

• Response time and resolution metrics 

• Inquiry volume trends 

• Stakeholder engagement indicators 

• Support data-driven improvements aligned with PRISM performance objectives. 

Compliance & Governance Support 

• Ensure all communications align with federal mandates including FISMA and HIPAA. 

• Maintain documentation to support audit readiness. 

• Protect confidentiality, integrity, and availability (CIA) of sensitive information. 

Required Qualifications 

• Bachelor’s degree in Information Systems, Cybersecurity, Business, or related field (or equivalent experience). 

• 4+ years of experience in help desk, service desk, mailbox management, or workflow coordination within IT, cybersecurity, or federal environments. 

• Experience working with ticketing systems (e.g., ServiceNow, Jira, Remedy, or similar). 

• Strong written communication skills suitable for federal stakeholders. 

• Experience tracking metrics and generating operational reports. 

• Ability to manage multiple inquiries with competing priorities. 

• Familiarity with Agile workflow processes. 

Preferred Qualifications 

• Experience supporting federal cybersecurity or privacy programs. 

• Knowledge of FISMA, HIPAA, or federal information security frameworks. 

• Experience with knowledge management platforms. 

• Experience supporting enterprise governance or compliance functions. 

• Understanding of cybersecurity terminology and incident response workflows. 

What BLN24 brings to the Game: 
BLN24 benefits are game changing. We like our team to play hard and that means they need to be taken care of — physically, financially, and emotionally. We make sure to keep them in the game by giving them access to generous medical, dental, and vision plans. 

• You can join one of the fastest growing companies headquartered in the Washington DC Metro Area.  We give you the opportunity to work in different sectors, so you have the chance at variety while maintaining stability. 

• Flexibility at BLN24 allows each individual the opportunity to balance quality work and their personal lives. Depending on projects, we allow remote working opportunities so you can always be in the game no matter where you call home. 

BLN24 is an Equal Opportunity Employer. We believe people are our strength and understand diverse talents are key to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.