Note: The job is a remote job and is open to candidates in USA. Pluribus Digital is a digital services consultancy that partners with government customers to design, develop, and deliver impactful digital products. The Help Desk Analyst will provide Tier 2 and Tier 3 application support for the HIOS system, troubleshoot user issues, analyze requirements and trends, coordinate escalations, and support testing, communications, and continuous improvement.
Responsibilities
- Monitor the CMS ServiceNow queue and shared Insurance Insight/Insurance Oversight mailbox for incidents, service requests, and customer inquiries
- Review, prioritize, assign, and respond to incoming requests, gathering additional information and providing timely status updates
- Investigate and resolve Tier 2 issues involving website functionality, system processes, user submissions, and other HIOS operations
- Coordinate escalation of complex issues to Tier 3 development, integration, infrastructure, database, security, or other technical personnel while remaining accountable for customer communication and resolution tracking
- Create and maintain corresponding Jira tickets, preserving traceability to originating ServiceNow records and documenting actions, decisions, status, and resolution information
- Coordinate support activities with CMS technical leads and HIOS product, engineering, and operational teams, including rapid triage and communication during periods of elevated ticket volume
- Gather, document, and analyze business requirements, user needs, system functionality, operational processes, and performance information to inform escalations
- Collaborate with business and technical stakeholders to understand operational needs and translate them into clear documentation for technical and non-technical audiences
- Analyze ticket volumes, issue categories, resolution patterns, aging, and recurring problems to identify trends and improvement opportunities
- Recommend changes that reduce repeat incidents, streamline support processes, clarify user guidance, and improve system usability and reliability
- Contribute analysis and operational knowledge to problem-management, system-enhancement, and continuous service-improvement initiatives
- Develop and maintain knowledge-base articles, troubleshooting guides, response templates, process documentation, and other approved knowledge-management materials
- Communicate directly with users to provide clear, professional troubleshooting guidance and timely updates on issue status and resolution progress
- Prepare CMS-approved stakeholder notices, notifications, memos, and informational communications using Salesforce Marketing Cloud or other designated tools
- Distribute approved communications to applicable user communities and stakeholders
- Prepare ticket-trend, utilization, and Helpdesk status reports and present relevant findings during weekly program meetings
- Communicate material incidents, recurring issues, emerging trends, and potential service impacts to program leadership and appropriate stakeholders
- Maintain accurate and consistent information across ServiceNow, Jira, email, requirements documentation, test records, communications, and other approved tools while following applicable CMS procedures
- Collaborate with development, testing, and operational teams to reproduce issues, troubleshoot defects, and verify implemented resolutions
- Document test results, defects, validation outcomes, and supporting evidence in the appropriate systems
- Support regression testing, user acceptance testing, and post-deployment validation activities as assigned
Skills
- 2+ years of experience in application support, help desk/support, business analysis, quality assurance/testing, or a related field
- Bachelor's degree in management information systems, Information Technology, Computer Information Systems, Business Administration, Computer Science, or a related field
- Experience providing Tier 2 or Tier 3 production/application support
- Experience troubleshooting technical issues directly with end users
- Experience working with ticketing or service management tools such as Jira and/or ServiceNow
- Strong analytical and problem-solving skills, with the ability to investigate issues and identify root causes or trends
- Experience gathering, documenting, and analyzing business requirements
- Understanding of software testing principles and the ability to create and execute test scenarios
- Strong written and verbal communication skills, including the ability to communicate technical information to non-technical audiences
- Ability to work effectively with both technical and business stakeholders
- Strong attention to detail and commitment to accurate documentation and data integrity
- Ability to manage multiple priorities in a production support environment
- Experience supporting web-based applications or enterprise systems
- Experience with Salesforce
- Experience working in an Agile/Scrum environment
- Experience facilitating or participating in Scrum ceremonies
- Experience with data analysis, process improvement, or systems analysis
- Experience working with CMS or other regulatory/government stakeholders
Benefits
- Opportunity to earn annual bonus
- Medical, dental, and vision benefits
- PTO
- Company-paid life insurance
- A generous 401k match program
Company Overview