Customer Support Analyst

Customer Support Analyst

Reston, VA 20190

Security Clearance Requirement : TS / SCI CI Poly

Position Description :

Hiring a Customer Support Analyst to work in support of a federal help desk operations environment. The Customer Support Analyst will tackle intricate problems and processes, offering support, analysis, research, and expert advice. Collaboration is at the core of our work, as you'll engage with both government and contractor personnel in a cross-functional setting.

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 closely with the program management office team to facilitate end-of-fiscal-year activities

Assist the government customer in monthly account reconciliation

Contribute to the development and updates of 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, identifying areas for improvement and implementing solutions

Conduct thorough root cause analysis for recurring issues to prevent future occurrences

Document all support activities, including 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 ensure effective communication and problem resolution

Education and Qualifications :

U.S. citizenship

Current TS / SCI security clearance

Current CI Polygraph or eligibility to obtain CI Polygraph

Proficiency in providing Tier 2-3 Service Desk support

Ability to thrive in a fast-paced environment

Exceptional customer service skills with the ability to multitask

Excellent communication abilities

Capability to spearhead testing initiatives for releases when required

Preferred Experience :

Prior experience as a Budget Analyst supporting federal systems preferred

Familiarity with PeopleSoft Financials or other Government Financial Accounting Systems

Knowledge of Defense Travel transaction processes is a plus