Business Analyst / Help Desk / Training Analyst

Agile Business Concepts • Washington, DC

21h

About The Position

This role involves gathering and documenting business requirements, user needs, workflow changes, and reporting requests. The position also includes recording and classifying support requests, coordinating their resolution, and maintaining accurate ticket records. A key aspect is supporting user training through demonstrations, quick-reference guides, user manuals, and operational documentation. The analyst will assist with data calls, report requests, user feedback, and requirements clarification. Additionally, the role requires identifying recurring user problems and recommending improvements in training, documentation, or applications. The analyst will translate business problems into actionable requirements and acceptance criteria, and maintain training records, recurring issue information, and support documentation.

Requirements

• 3–5+ years of business analysis, IT support, application support, training, or technical documentation experience.
• Strong written and verbal communication skills.
• Experience gathering requirements, documenting workflows, preparing user guides, and coordinating issue resolution.
• Familiarity with ticketing systems, service-level reporting, user training, and knowledge management.
• Ability to explain technical issues clearly to nontechnical users.

Nice To Haves

• SQL-based reporting
• Enterprise financial applications
• Federal users
• Help desk operations

Responsibilities

• Gather and document business requirements, user needs, workflow changes, and reporting requests.
• Record and classify support requests, coordinate resolution, and maintain accurate ticket records.
• Support user training, demonstrations, quick-reference guides, user manuals, and operational documentation.
• Assist with data calls, report requests, user feedback, and requirements clarification.
• Identify recurring user problems and recommend training, documentation, or application improvements.
• Translate business problems into actionable requirements and acceptance criteria.
• Maintain training records, recurring issue information, and support documentation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed