Note: The job is a remote job and is open to candidates in USA. GovCIO is hiring a fully remote Business Analyst to support the Environmental Protection Agency (EPA). The role supports the EPA Next Generation Grant System through Tier 1/2 help desk operations, ticket management, issue investigation, user support, testing, reporting, requirements management, and business process analysis.
Responsibilities
- As part of the EPA ESSET team, provide Tier 1/2 Help Desk Support for the EPA Next Generation Grant System
- Master all aspects of User Roles and Use Cases for the EPA Next Generation Grant System; this includes KB articles, SOPs, and related training documentation
- Open and actively manage ServiceNow helpdesk tickets
- Escalate high priority issues reported using established guidelines & policies for ESSET and NGGS workstreams
- Investigate issues and test reported issues to assist in root cause analysis, diagnosis, and remediation activities
- Provide written status and analysis to date in a clear, concise manner
- Leveraging your mastery of User Roles and Use Cases, as well as current and approved SOPs and KB articles, coordinate directly with users to troubleshoot issues and/or collect information to assist the testing and development teams through resolution
- Effectively communicates step-by-step solutions to end-users
- Actively manage NGGS tickets and end user request inbox
- With direction and prioritization from the Tier 3 NGGS lead, manage ticket queue for all reported issues
- Quickly understand the client’s business issues and data challenges
- Support the creation and maintenance of Standard Operating Procedures and other knowledge management materials
- Run daily checks and test applications on NGGS and related systems per the SOPs
- Create and manage ServiceNow reports used to track and report NGGS activities and trends to upper management
- Communicate both written and orally with the project team and the client about technical and end user issues
- Support testing activities as needed (UAT, DR exercises, etc.)
- Support meetings with Customer and Business POCs
- Support the creation and maintenance of training materials (User Guides, Adobe Captivate videos, Job Aids, etc.)
- As directed by the NGGS Team Lead, take on additional tasks such as KB updates, call fielding, or other Tier 2 activities adjacent to the NGGS application
- Support requirements development and management
- Assist in capturing and defining new requirements and updating existing requirements
- As directed, coordinate with the development team on how best to implement enhancement requests or requests for new functionality
- As directed, support communication with the business concerning the modification of or addition to requirements
- Analyze and document business processes
- Work with technical team on custom application development
Skills
- Bachelor's with 5 - 8 years of IT business analysis experience (or commensurate experience)
- 3+ years' experience Help Desk Support. This experience can be substituted with comparable application operations support noted below
- 3+ years of application operations support
- Experience with ServiceNow, Jira, or a Salesforce CRM platform used for End User Ticket management
- Proficient in Microsoft Office Suite and SharePoint
- Ability to work independently and as a team member in a hybrid-remote work environment
- Experience documenting customer issues and requests
- Excellent verbal and written communication skills, including proper phone/email etiquette
- Follow processes to resolve incidents and problems in a timely, high-quality manner
- Clearance Required: Ability to maintain a Public Trust clearance
- Clearance Required: Must be able to acquire an EPA Public Trust with additional provisions required by NGGS
- Pattern recognition in support of Incident and Problem Management
- Big picture thinking to field, trace, and resolve incidents and problems
- Possess a growth-oriented mindset to identify friction points and propose solutions to common end-user challenges
Benefits
- Fully remote work arrangement
Company Overview
Company H1B Sponsorship