Business Analyst

GovCIO
United States
Workplace: RemoteFull timeUSD 81,850 - 120,000 annuallyFunction: Business OperationsExperience: 5-8 yearsEducation: bachelorsSkills: ["Communication","Root-cause analysis","Problem-solving","Independent work","Team collaboration"]

Support the EPA ESSET team by providing Tier 1/2 help desk support for the EPA Next Generation Grant System (NGGS). Manage and troubleshoot ServiceNow helpdesk tickets, master NGGS user roles and use cases, and assist with issue investigation and root-cause analysis. Produce clear written status updates, create and maintain SOP/KB documentation, run daily checks and tests, and support requirements development and coordination with users, project teams, and the testing lifecycle.

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FursaFursa
GovCIO
GovCIO
1 day ago

Business Analyst

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live
Reposted: similar role first listed 1 week ago

Job Summary

Support the EPA ESSET team by providing Tier 1/2 help desk support for the EPA Next Generation Grant System (NGGS). Manage and troubleshoot ServiceNow helpdesk tickets, master NGGS user roles and use cases, and assist with issue investigation and root-cause analysis. Produce clear written status updates, create and maintain SOP/KB documentation, run daily checks and tests, and support requirements development and coordination with users, project teams, and the testing lifecycle.
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 NGGS as part of the EPA ESSET team.
  • •Manage ServiceNow helpdesk tickets, handle end-user requests, escalate priority issues, and support a ticket queue under direction from the Tier 3 NGGS lead.
  • •Troubleshoot issues by mastering NGGS user roles and use cases, investigating and testing reported problems to support root cause analysis and remediation.
  • •Create and maintain SOPs, KB articles, and knowledge management materials, including supporting training materials.
  • •Run daily checks and test applications on NGGS and related systems per SOPs, and support testing activities and meetings with customer/business POCs.

Pay and Benefits

Salary: USD 81,850 - 120,000 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.
  • •Experience with ServiceNow, Jira, or a Salesforce CRM platform for end-user ticket management.
  • •Clearance required: ability to maintain a Public Trust clearance and (as desired) acquire an EPA Public Trust with additional NGGS provisions.
Experience:5-8 yearsIT business analysisHelp desk supportApplication operations supportEnd-user ticket managementPublic sector
Education:Bachelor's
Skills:CommunicationRoot-cause analysisProblem-solvingIndependent workTeam collaboration
Languages:English
Tech Stack:ServiceNowJiraSalesforceMicrosoft Office SuiteSharePointAdobe CaptivateSOPsKB articlesUATDR 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