Partner Success Analyst

Job Family:
Business Systems Analysis

Travel Required:

Up to 10%

Clearance Required:

Ability to Obtain Public Trust

• Having 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 Grant Solutions systems/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 in order to provide technical troubling-shooting and problem-solving expertise.
• Becoming a Subject Matter Expert (SME) on system components in order to fully service the Federal Partner's needs in the forms of technical analysis, trouble-shooting, and offering advice on future enhancements.
• Identifying and resolving end-user issues or other support needs through email, phone, chat or on-site.
• Understanding and responding to help desk tickets, support tickets, user requests to deliver on time and quality results in conjunction with teammates.
• Operational, daily issue-to-issue tracking to resolution and effective escalation as necessary.
• Conducting user acceptance or system testing on behalf the Partner in support of system releases.
• Analyzing release notes and impacts to Federal Partner(s).
• Root cause analysis of Partner reported issues in collaboration with the Partner to drive issue resolution and remediation.
• Coordinating and scheduling meetings, preparing materials, responding promptly.

• Bachelor’s degree and a minimum of 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 products (Excel, Word, and PowerPoint)
• Salesforce and Visio experience is a plus
• You must obtain and maintain a Public Trust Clearance

• Technical troubleshooting experience
• Requirements gathering/UAT experience
• Documentation experience
• Experience using an internal ticketing system

The annual salary range for this position is $56,000.00-$94,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Parental Leave
• 401(k) Retirement Plan
• Group Term Life and Travel Assistance
• Voluntary Life and AD&D Insurance
• Health Savings Account
• Health Care & Dependent Care
• Flexible Spending Accounts
• Transit and Parking Commuter Benefits
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• annual membership
• Employee Assistance Program
• Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and  protection, etc.)
• Position may be eligible for a discretionary variable incentive bonus

Guidehouse is an Equal Opportunity…