Customer Support Analyst; Remote

Overview

GovCIO is seeking a Customer Support Analyst to support Veterans Affairs (VA) Data Modernization initiatives. This role plays a critical part in enabling rapid onboarding, improving customer intake processes, and providing high-quality support for users accessing modern data platforms. The ideal candidate will deliver exceptional customer service, facilitate provisioning workflows, triage issues efficiently, and help fast‑track users with existing NDS privileges.

This position will be fully remote located within the United States.

• Serve as the primary “front door” for VA Data Modernization customer support, ensuring a smooth and responsive user experience.
• Manage ticket intake, triage, classification, and routing to appropriate technical teams.
• Support rapid onboarding by guiding users through the new self‑service intake process and mapping them to appropriate pre‑created work spaces.
• Provide access and provisioning support, including validating NDS privileges for fast‑track users.
• Track, monitor, and manage tickets in alignment with established service‑level agreements (SLAs).
• Document and maintain intake workflows, SOPs, troubleshooting guides, and onboarding process overviews (Dev Test through Production).
• Assist users in understanding cloud data environments, common tools, Dev Test data access, and workspace functionality.
• Coordinate with Databricks SMEs and Summit Customer Enablement teams for white‑glove support and post‑provisioning engagement.
• Identify blockers and inefficiencies within the intake or support process and elevate improvement opportunities.
• Provide timely updates to users regarding ticket status, system access, known issues, and maintenance events.
• Support common‑use‑case provisioning and ensure required resources (service principals, access configs, linked services, mount points, catalogs) are ready prior to handoff.
• Maintain knowledge of platform navigation resources, including guides for platform data, onboarding instructions, and policies.
• Ensure exceptional customer service by listening to user needs, resolving issues promptly, and providing clear, helpful communication.

• Bachelor’s degree in information technology, Engineering or a related field plus 10 years experience. (or commensurate experience)
• 8 years of experience in business analysis, project management, or a similar role.
• Strong troubleshooting, problem‑solving, and analytical abilities.
• Experience supporting user onboarding and access provisioning workflows.
• Familiarity with IT service management (ITSM) platforms such as Service Now.
• Excellent communication, customer service, and interpersonal skills.
• Ability to document processes clearly and maintain up‑to‑date knowledge articles.
• Experience working in fast‑paced environments with SLAs and ticket management expectations.

• Experience supporting federal agencies, particularly Veterans Affairs (VA).
• Knowledge of NDS (National Data Systems), CDW, and VA data governance principles.
• Familiarity with cloud environments, data platforms, or tools such as Databricks.
• Experience with onboarding workflows for Dev Test and Production environments.
• Understanding of service principals, workgroup personas, access controls, and provisioning processes.
• Experience with SharePoint, Jira, or additional ITSM tools.
• Background in data analytics environments or enterprise data platforms.

• Ability to obtain and maintain a suitability/Public Trust

Posted Salary Range: USD $ - USD $ /Yr.