GovCIO

2 weeks ago

Customer Support Analyst (Remote)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Provide “front door” customer support for VA Data Modernization users, managing ticket intake, triage, classification, and routing while meeting SLA expectations. Guide users through self-service onboarding, map them to pre-created workspaces, and support access/provisioning by validating NDS privileges. Document SOPs and troubleshooting guides, assist with cloud data/workspace navigation, and coordinate with Databricks SMEs for white-glove, post-provisioning engagement.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Serve as the primary front door for VA Data Modernization customer support and ensure a smooth user experience.
•Manage ticket intake, triage, classification, and routing to appropriate technical teams.
•Support rapid onboarding by guiding users through the self-service intake process and mapping them to pre-created workspaces.
•Provide access and provisioning support, including validating NDS privileges for fast-track users.
•Track and monitor tickets against SLAs and document intake workflows, SOPs, and troubleshooting guides.

Pay and Benefits

Salary: USD 110,000 - 130,000 annually

Key Requirements

•Bachelor’s degree in information technology, Engineering, or related field plus 10 years experience (or commensurate experience).
•8 years of experience in business analysis, project management, or a similar role.
•Strong troubleshooting, problem-solving, and analytical abilities.
•Experience supporting user onboarding and access provisioning workflows.
•Familiarity with IT service management (ITSM) platforms such as ServiceNow.

Experience:10+ years

Education:Bachelor's in information technology, Engineering or a related field

Skills:TroubleshootingProblem-solvingAnalytical abilitiesCustomer serviceCommunication

Languages:English

Tech Stack:ServiceNowITSMDatabricksJiraSharePointNDSCDWDevTestProductionService principalsWorkgroup personasAccess controlsProvisioning processesSLAsMount pointsCatalogs

Eligibility

Security Clearance:SuitabilityPublic 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

Website LinkedIn

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GovCIO

2 weeks ago

Customer Support Analyst (Remote)

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 9 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Serve as the primary front door for VA Data Modernization customer support and ensure a smooth user experience.
•Manage ticket intake, triage, classification, and routing to appropriate technical teams.
•Support rapid onboarding by guiding users through the self-service intake process and mapping them to pre-created workspaces.
•Provide access and provisioning support, including validating NDS privileges for fast-track users.
•Track and monitor tickets against SLAs and document intake workflows, SOPs, and troubleshooting guides.

Pay and Benefits

Salary: USD 110,000 - 130,000 annually

Key Requirements

•Bachelor’s degree in information technology, Engineering, or related field plus 10 years experience (or commensurate experience).
•8 years of experience in business analysis, project management, or a similar role.
•Strong troubleshooting, problem-solving, and analytical abilities.
•Experience supporting user onboarding and access provisioning workflows.
•Familiarity with IT service management (ITSM) platforms such as ServiceNow.

Experience:10+ years

Education:Bachelor's in information technology, Engineering or a related field

Skills:TroubleshootingProblem-solvingAnalytical abilitiesCustomer serviceCommunication

Languages:English

Tech Stack:ServiceNowITSMDatabricksJiraSharePointNDSCDWDevTestProductionService principalsWorkgroup personasAccess controlsProvisioning processesSLAsMount pointsCatalogs

Eligibility

Security Clearance:SuitabilityPublic Trust

Company Brief

GovCIO

Industry: Professional Services

Growth: Established Company

Headquarters: Herndon, United States

Website LinkedIn