Business Analyst

GovCIO
United States
Workplace: RemoteFull timeUSD 81,850 - 100,000 annuallyFunction: Business OperationsExperience: 5-8 yearsEducation: bachelorsSkills: ["Communication","Problem-solving","Independent work","Teamwork","Documentation"]

Support the EPA ESSET team by providing Tier 1/2 help desk assistance for the EPA Next Generation Grant System. You’ll learn user roles and use cases, manage ServiceNow tickets, investigate and troubleshoot reported issues, and escalate high-priority problems. The role includes creating and maintaining KB/SOP documentation and training materials, running daily checks and tests, and producing ServiceNow reports and clear written status updates for users, the project team, and upper management.

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FursaFursa
GovCIO
GovCIO
1 day ago

Business Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Support the EPA ESSET team by providing Tier 1/2 help desk assistance for the EPA Next Generation Grant System. You’ll learn user roles and use cases, manage ServiceNow tickets, investigate and troubleshoot reported issues, and escalate high-priority problems. The role includes creating and maintaining KB/SOP documentation and training materials, running daily checks and tests, and producing ServiceNow reports and clear written status updates for users, the project team, and upper management.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Mid level

Key Responsibilities

  • •Provide Tier 1/2 help desk support for the EPA Next Generation Grant System as part of the EPA ESSET team.
  • •Manage and escalate ServiceNow helpdesk tickets, investigating issues and supporting root-cause analysis and remediation.
  • •Maintain and apply user roles/use cases and related KB articles/SOPs, coordinating with users to troubleshoot and collect information.
  • •Create and manage ServiceNow reports tracking NGGS activities and trends for upper management; provide written status and analysis.
  • •Support requirements development/management and assist testing activities (including UAT and DR exercises) as needed.

Pay and Benefits

Salary: USD 81,850 - 100,000 annually

Key Requirements

  • •Bachelor’s degree with 5–8 years of IT business analysis experience (or commensurate experience).
  • •3+ years Help Desk Support experience (or comparable application operations support).
  • •3+ years application operations support.
  • •Experience managing end-user ticketing with ServiceNow, Jira, or a Salesforce CRM platform.
  • •Ability to maintain a Public Trust clearance and deliver excellent written and verbal communication.
Experience:5-8 yearsIT business analysisHelp desk supportApplication operationsPublic sectorGrant systems
Education:Bachelor's
Skills:CommunicationProblem-solvingIndependent workTeamworkDocumentation
Languages:English
Tech Stack:ServiceNowJiraSalesforce CRMMicrosoft Office SuiteSharePointAdobe CaptivateUATDR exercises

Eligibility

Security Clearance:Public Trust

Company Brief

GovCIO
Provides IT modernization, cloud, cybersecurity, data analytics, and managed services to U.S. federal civilian and defense agencies, delivering technology solutions and mission support to improve government operations and security.
Industry: Professional Services
Growth: Established Company
Headquarters: Herndon, United States
WebsiteLinkedIn