Functional Business Analyst - Help Desk

CGI•Arlington, VA

1d•Onsite

About The Position

Working with a team of 18 members to assist a federal client in their day-to-day activities around Momentum Financials and Acquisition ERP system. Being the first line of support, members work directly with the client, resolving and testing issues, preparing for the agency for upgrades and releases and taking on different/new tasks throughout the week. This position is located in Arlington, VA.

Requirements

Knowledge of Momentum ERP product or similar ERP product.
Customer service skills/abilities.
Business Functional Analyst skills/abilities.
SQL is a plus.
Ability to communicate face to face or by phone with client.
Ability to provide written answers.

Responsibilities

Provide the first point of contact for the user community.
Entering tickets received via phone or email into Jira tool.
Diagnosing calls and identify the functional issue(s), solution testing if needed.
Responding to users with appropriate functional issue resolution.
Identifying applicable FAQs, training references, and other knowledge resources for callers when providing issue resolutions.
Testing defects and assisting in annual momentum upgrades.
Continued learning of the momentum software and the latest enhancements.
Engaging with other Help Desk agents on open incidents.
Escalating unresolved incidents and/or requests to Functional or if directed by Tier I Coordinator to Tier 2.