Note: The job is a remote job and is open to candidates in USA. System One is a provider of outsourced services and workforce solutions. The Partner Success Analyst will support Federal Partners by documenting grants management operations, identifying process and system improvements, providing technical troubleshooting and customer support, and coordinating testing, issue resolution, communications, and meetings.
Responsibilities
- Developing a comprehensive understanding of and documenting the Federal Partner’s grants management business and operational objectives, including roles and responsibilities, grants business functions, workflows, reports, and unique needs
- Identifying Federal Partner’s specific business process improvements and potential system/service enhancements
- Assisting the team with pertinent communications to Federal Partners as it relates to their business process, system updates, or other grants management news
- Assisting the team lead to implement the Partner-specific strategy
- Learning the ins and outs of the software system to provide technical troubleshooting and problem-solving expertise
- Becoming a Subject Matter Expert (SME) on system components to fully service the Federal Partner's needs in technical analysis, troubleshooting, and offering advice on future enhancements
- Identifying and resolving end-user issues or support needs via email, phone, chat, or on-site
- Understanding and responding to help desk tickets, support tickets, and user requests to deliver timely and quality results in collaboration with teammates
- Tracking operational issues daily to resolution and escalating as necessary
- Conducting user acceptance or system testing on behalf of the Partner in support of system releases
- Analyzing release notes and their impacts on Federal Partner(s)
- Performing root cause analysis of Partner-reported issues in collaboration with the Partner to drive resolution and remediation
- Coordinating and scheduling meetings, preparing materials, and responding promptly
Skills
- US Citizenship and the ability to obtain a public trust is required
- Remote (99% remote but need someone in the DC Metro in case meeting in person is needed)
- Bachelor's degree and at least 1 year of experience in a customer-facing role or the equivalent combination of education and experience
- Strong communication skills, written and verbal
- Ability to demonstrate customer service experience and handling of customers
- Strong organizational skills to use technology, resources, and time efficiently
- Proficient in MS Office products (Excel, Word, PowerPoint)
- You must obtain and maintain a Public Trust Clearance
- Salesforce and Visio experience is a plus
- Technical troubleshooting experience
- Requirements gathering/UAT experience
- Documentation experience
- Experience using an internal ticketing system
Benefits
- Eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, and voluntary plans
- Participation in a 401(k) plan
- Remote work model (99% remote, with someone in the DC Metro in case an in-person meeting is needed)
Company Overview