Business Analyst – Customer Support (REMOTE)

Koniag Government Services•Chantilly, VA

9d•Remote

About The Position

Tuknik Government Services, LLC, a Koniag Government Services company, is seeking a Business Analyst – Customer Support to support the company and its government customer. This remote position provides frontline helpdesk support and leads communications and outreach for automation solutions delivered to the Army Contracting Enterprise. The role serves as the first point of contact for users of solutions built across Power Platform, UiPath, Appian, and custom-developed applications using Python and C#. In addition to user support, the position owns communications and outreach, including developing user-facing messages, managing communications campaigns, and maintaining team SharePoint sites. The role helps keep users informed and supported through current, well-organized resources, documentation, and clear communications. The candidate should be an effective communicator with problem-solving skills and a customer-focused approach, and be able to learn how the automation solutions function. Applicants must have an associate’s or bachelor’s degree in Information Technology, Business, or a related field, or an equivalent combination of education and experience; at least two years of experience in help desk, technical support, or customer service supporting enterprise applications; and experience documenting and tracking issues in a ticketing system. The candidate must be able to obtain a Secret clearance.

Requirements

Associate’s or bachelor’s degree in Information Technology, Business, or a related field, or an equivalent combination of education and experience.
At least 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, including the ability to explain technical issues to non-technical users and write clear user-facing messages.
Customer-focused mindset with problem-solving and troubleshooting skills.
Ability to quickly learn how automation solutions function across multiple platforms.
Ability to prioritize and manage multiple support requests and communications tasks in a fast-paced environment.
Experience maintaining and updating SharePoint sites, pages, and content.
Basic ability to gather and document user requirements or feedback to support process improvements.
Strong attention to detail in documentation, communications, and incident tracking.
Ability to work independently and collaboratively with technical teams.
Ability to obtain a Secret security clearance.

Nice To Haves

Experience with communications, marketing automation, or outreach campaigns, such as email automation, newsletters, or automated notifications.
Experience supporting enterprise applications built on Power Platform, UiPath, Appian, or similar RPA automation tools.
Advanced SharePoint skills, including page design, workflows, and site administration.
Experience maintaining support documentation or knowledge base articles.
Basic understanding of business analysis practices, including requirements gathering or process documentation.
Familiarity with ticketing systems such as ServiceNow, JIRA, or similar platforms.

Responsibilities

Serve as the first point of contact for users experiencing issues with automation solutions, providing timely and professional support.
Triage, document, and track incidents in a ticketing system, maintaining accurate records of issues and resolutions.
Communicate 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 release notes, outage notifications, newsletters, announcements, and other user communications.
Create clear, engaging, non-technical messaging for a variety of stakeholder audiences.
Track communication engagement and feedback to refine communication approaches.
Maintain and update team SharePoint sites, keeping content current, organized, and easy to navigate.
Publish and manage support documentation, knowledge base articles, FAQs, and training resources on SharePoint.
Gather and document 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.