Business Analyst

United States

Suitability/Public Trust

Fully remote

Information Technology

** Overview*
* GovCIO is currently hiring for a remote Business Analyst to support the EPA. This position is within the United States and is fully remote.

** 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 Service Now helpdesk tickets

+ Escalate high priority issues reported using established guidelines & policies for ESSET and NGGS work streams

+ 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 Service Now 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

** Secondary Responsibilities*
* + 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

** Qualifications*
* + 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 Service Now, Jira, or a Salesforce CRM platform used for End User Ticket management.

+ Proficient in Microsoft Office Suite and Share Point

+ 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

Desired

Skills:

+ 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.

Clearance Required:

Must be able to acquire an EPA Public Trust with additional provisions required by NGGS

** Posted Salary Range*
* USD $81,850.00 - USD $ /Yr.

** Company Overview*
* GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative…