Technical Support Analyst 4
About The Position
We are seeking an experienced Technical Support Analyst 4 to provide front-line application support for a modern regulatory case management platform supporting the Virginia Department of Agriculture and Consumer Services (VDACS). This position plays a critical role in supporting the agency's NexGen Regulatory Platform initiative by assisting end users, resolving technical issues, supporting application releases, and ensuring a high-quality customer experience. The ideal candidate is customer-focused, technically proficient, and experienced supporting SaaS or low-code business applications in a fast-paced environment. The Technical Support Analyst 4 serves as the primary point of contact for users of the Evoke regulatory application, a new online platform supporting charitable organization registrations and renewals across the Commonwealth of Virginia. As part of the agency's long-term NexGen Regulatory Platform modernization initiative, this role provides technical assistance, resolves application issues, supports user onboarding, contributes to testing activities, and collaborates with business and technical teams to improve the overall user experience while ensuring compliance with agency policies and security standards.
Requirements
- 8 years of experience providing customer service in a technical support, help desk, or application support environment.
- 8 years of experience providing customer or technical support for SaaS or low-code/no-code applications such as ServiceNow, Appian, or Microsoft Power Platform.
- 8 years of experience testing complex systems to verify business requirements are met.
- 8 years of experience communicating technical concepts in a clear, user-friendly manner.
- 8 years of experience managing multiple requests while maintaining strong attention to detail and organization.
- 8 years of experience working independently while collaborating effectively with cross-functional teams.
- Must physically reside within the United States for the duration of the assignment.
- Must be legally authorized to work in the United States without employer sponsorship, now or in the future.
- Must be able to work onsite five days per week, Monday through Friday, in Richmond, Virginia.
- Must participate in an in-person interview. No exceptions.
Nice To Haves
- 5 years of experience supporting government, regulatory, or compliance-driven applications.
- 2 years of experience using ticket management systems such as ServiceNow, Jira, or Freshdesk.
Responsibilities
- Serve as the primary point of contact for end users requiring assistance with a regulatory case management or licensing application built on a low-code platform.
- Triage, troubleshoot, and resolve user-reported issues, escalating complex problems to technical teams as appropriate.
- Provide clear guidance on application functionality, workflows, form completion, and data entry best practices.
- Perform routine quality assurance checks to validate system functionality and proactively identify issues.
- Support software release activities by testing new features, documenting results, and assisting users with system updates.
- Deliver exceptional customer service while assisting users with varying levels of technical expertise.
- Assist with onboarding new users, including account setup, access requests, and orientation to system features.
- Develop and maintain user-friendly documentation, including quick-start guides, FAQs, and knowledge base articles.
- Record incidents, service requests, troubleshooting activities, and resolutions within the organization's ticket management system.
- Ensure all support activities comply with agency policies, regulatory requirements, and data security standards.
- Manage multiple support requests simultaneously while maintaining accuracy and responsiveness.
- Partner with business analysts and software developers to communicate recurring issues and recommend application improvements.
- Work independently while collaborating effectively across cross-functional business and technical teams.
Benefits
- Onsite parking is available at an out-of-pocket cost of $50 per month.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
