Customer Support Analyst (Ci Polygraph Required)
About The Position
The Customer Support Analyst supports a federal help desk operations environment, tackling intricate problems and processes through support, analysis, research, and expert advice. The role involves working with government and contractor personnel in a cross-functional setting and providing timely, on-site customer support. The analyst provides end-user support, helps ensure smooth transaction processing, develops and troubleshoots SQL queries, and supports federal acquisition processes and financial-system activities. The role also contributes to system performance, issue resolution, documentation, and communication between technical teams and end users.
Requirements
- U.S. citizenship.
- Current TS/SCI security clearance.
- Current CI Polygraph.
- Proficiency in providing Tier 2–3 Service Desk support.
- Ability to thrive in a fast-paced environment.
- Exceptional customer service skills and ability to multitask.
- Excellent communication abilities.
- Bachelor's degree preferred; experience may substitute for education.
Nice To Haves
- Prior experience as a Budget Analyst supporting federal systems.
- Familiarity with PeopleSoft Financials or other Government Financial Accounting Systems.
- Knowledge of Defense Travel transaction processes.
Responsibilities
- Deliver timely on-site support to customers.
- Provide end-user support and liaise with management on system-related matters.
- Ensure smooth transaction processing.
- Develop and troubleshoot SQL queries.
- Demonstrate expertise in federal acquisition processes.
- Collaborate with the program management office team to facilitate end-of-fiscal-year activities.
- Assist the government customer in monthly account reconciliation.
- Contribute to developing and updating Standard Operating Procedures (SOPs) and program documentation as necessary.
- Provide expert-level support in brown bag sessions for financial system users.
- Collaborate with stakeholders to identify, analyze, and resolve complex issues efficiently.
- Monitor and maintain system performance, identify areas for improvement, and implement solutions.
- Conduct root cause analysis for recurring issues to help prevent future occurrences.
- Document support activities and resolutions for future reference and knowledge sharing.
- Coordinate with external vendors and contractors to address technical issues and implement upgrades.
- Act as a liaison between technical teams and end users to support effective communication and problem resolution.
- Spearhead testing initiatives for releases when required.
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What This Job Offers
Job Type
Full-time
