Customer Support Analyst (4966)

SMX•Herndon, VA

About The Position

This role serves as the primary point of contact for users of a DoD financial management application, providing responsive support, clear communication, and operational coordination to ensure users can effectively access and use the system. In addition to user support, the role applies analytical thinking to evaluate user requests, identify recurring issues, and support cross-functional teams by translating user feedback and data into actionable insights. The position is customer-facing and requires strong communication skills, attention to detail, and the ability to manage multiple requests while contributing to continuous process and tool improvement.

Requirements

Strong written and verbal communication skills
Ability to communicate effectively with users with varying levels of technical knowledge
Strong multitasking, time management, and problem-solving skills
Willingness to learn new tools, processes, and systems
Attention to detail and ability to maintain accurate documentation
Team-oriented mindset and ability to collaborate effectively

Nice To Haves

Analytical mindset with interest in working with data and reporting
Experience with data visualization tools and/or SQL
Experience creating professional slide decks or user-facing materials
Familiarity with ticketing or issue-tracking systems
Willingness to align with East Coast hours during initial training and onboarding, with flexibility to transition to home time zone hours once fully trained

Responsibilities

Serve as the primary contact for the application, responding to inquiries via email and service desk tickets in a timely, professional manner
Monitor and manage shared inboxes to ensure all user requests are addressed and followed up on appropriately
Communicate clearly with users to understand issues, provide guidance, set expectations, and ensure resolution
Intake, triage, and respond to service desk tickets related to application access, functionality, and usage
Document, validate, and coordinate bug reporting and testing through the appropriate tracking system
Manage user provisioning and access requests for the application in accordance with established processes
Create, update, and maintain user-facing documentation and training materials
Create slide decks and supporting materials for quarterly debriefs, including data, updates, and key insights
Provide timely data and updates to the individual facilitating Office Hours
Collaborate with internal team members to ensure smooth operations and consistent user support
Adapt to changing priorities, workflows, and review timelines while maintaining quality and responsiveness
Develop and maintain a strong working knowledge of the application to effectively troubleshoot issues and guide users