COBOL Developer; REMOTE

Applications for this position will be accepted through 11/16/26.

Tuknik Government Services, LLC a Koniag Government Services company, is seeking a Business Analyst – Customer Support with a Secret security clearance to support TGS and our government customer. The position is remote.

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement.

Tuknik Government Services, a Koniag Government Services company, is seeking a dependable Business Analyst – Customer Support to provide frontline helpdesk support and lead communications/outreach efforts for the portfolio of automation solutions our team delivers to the Army Contracting Enterprise. The ideal candidate is a strong communicator with solid problem-solving skills, a customer-focused mindset, and the ability to quickly understand how our automations function in order to communicate needs or issues while also keeping our users informed, engaged, and well-supported through clear comms and well-maintained SharePoint resources.

The Business Analyst – Customer Support will serve as the first point of contact for users of automation solutions built across multiple technology stacks, including Power Platform, UiPath, Appian, and custom-developed applications (Python & C#). Beyond frontline support, this individual will own the communications and outreach function — developing user-facing messaging, managing marketing/comms campaigns, and maintaining the team's SharePoint sites so that users always have current information and resources at their fingertips.

• Serve as the first point of contact for users experiencing issues with automation solutions, providing timely and professional support.
• Triage, document, and track incidents using a ticketing system, ensuring accurate and thorough records of issues and resolutions.
• Communicate clearly and effectively with users to understand problems, gather relevant information, and provide status updates.
• Collaborate with developers and automation engineers to relay user feedback and support testing or validation of fixes.
• Identify trends in user-reported issues and recommend process or documentation improvements.
• Develop, schedule, and distribute user communications including release notes, outage notifications, newsletters, and announcements to keep the user community informed.
• Craft clear, engaging, non-technical messaging tailored to a variety of stakeholder audiences.
• Track engagement and feedback to continuously refine communication approaches.
• Maintain and update the team's SharePoint sites, ensuring content is current, organized, and easy to navigate.
• Publish and manage support documentation, knowledge base articles, FAQs, and training resources on SharePoint.
• Assist in gathering and documenting basic business requirements or user feedback to support continuous improvement of automation solutions.
• Maintain and update support documentation, knowledge base articles, and FAQs to help users and support staff resolve common issues.

• Associate’s or Bachelor’s degree in Information Technology, Business, or related field or equivalent combination of education and experience
• 2+ years of experience in a help desk, technical support, or customer service role supporting enterprise applications.
• Experience documenting and tracking issues within a ticketing system.

• Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users and craft clear user-facing messaging.
• Customer-focused mindset…