TIER 0 / DEFLECTION CONTENT ANALYST

Empower AI Inc.•Quantico, VA

4d•$60,780 - $91,170•Hybrid

About The Position

Empower AI is seeking a Tier 0 / Deflection Content Analyst to enhance the AI-driven Tier 0 self-service capabilities of an enterprise IT Service Desk, aiming to resolve more issues before human intervention is required. This role supports a Department of War agency with approximately 13,000 users. The analyst will leverage Tier I experience to analyze ticket, chatbot, and search data to identify areas where Tier 0 is failing to resolve user issues. Key responsibilities include designing and tuning ServiceNow Virtual Agent conversations, knowledge suggestions, and self-service request flows, as well as measuring the impact of implemented changes on deflection rates. This position is the operational owner of Tier 0 deflection performance and requires close collaboration with Knowledge Management, the Automation Engineer, and the UX Designer. It is a salaried, FLSA-exempt position that demands independent analysis, decision-making, and the exercise of discretion and independent judgment on significant matters.

Requirements

Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
Must be a U.S. Citizen.
Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
Minimum of 3 years of experience in an enterprise IT service desk, help desk, or desktop support environment.
Strong troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory accounts and group membership, network connectivity (VPN, Wi-Fi, DNS/DHCP basics), printers, and mobile devices.
Hands-on experience with an enterprise ITSM/ticketing platform and knowledge management practices.
Demonstrated ability to meet First Contact Resolution and SLA targets in a high-volume environment while maintaining excellent customer satisfaction.
Ability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule, and willingness to work extended-hours shifts (evenings, overnight, weekends, and holidays) if assigned to the extended-hours team.
Excellent written and verbal communication skills and the ability to explain technical issues clearly to non-technical users and leadership.

Nice To Haves

Experience with ServiceNow Virtual Agent Designer, Now Assist, or comparable conversational AI tooling.
HDI Support Center Analyst or Desktop Support Technician, or ITIL 4 Foundation certification.
Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.
Experience with AI-enabled service desk capabilities such as ServiceNow Virtual Agent, AI Ops, or Active Directory orchestration for password resets and account unlocks.
Experience writing knowledge articles and troubleshooting guides for both technicians and end users.

Responsibilities

Analyze Virtual Agent conversation logs, fallback and abandonment rates, portal search terms, and Tier I ticket categories to determine which contact types can be deflected to Tier 0 self-service and prioritize them by volume and effort.
Design, configure, test, and tune Virtual Agent conversation topics, knowledge-suggestion rules, and self-service request flows (password reset, account unlock, status checks, common how-to guidance) in coordination with the Automation Engineer and Knowledge Management.
Measure and report Tier 0 deflection, self-service success rates, and Year-Over-Year Ticket Deflection for the Customer Support Metrics Dashboard, and recommend content and automation changes to the CX Roadmap.
Work rotational Tier I shifts as needed to stay current with live user issues and validate that deflection content reflects real customer language and needs.
Analyze escalated and complex Tier I incidents and service requests to determine root cause, scope, and business impact; independently set Priority Levels (PL1-PL4); and decide the resolution path, including whether to resolve, deflect to self-service, or escalate to Tier II/III or specialized resolver groups.
Determine and apply the appropriate diagnostic and remediation approach for Windows endpoints, Microsoft 365 and collaboration tools, VPN and network connectivity, account and access issues, printing, and mobile devices, exercising delegated administrative authority to resolve issues at first contact.
Serve as an escalation and decision resource for junior analysts, reviewing their proposed resolutions, approving or redirecting escalations, and coaching on troubleshooting methodology and ticket quality.
Evaluate ticket documentation and closures for compliance with the Customer-Confirmed Ticket Closure process and quality standards, identify patterns in reopened tickets, and recommend corrective actions to the Senior Analyst and Supervisor.