Business Analyst – Customer Support

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Act as the initial point of contact for users facing challenges with automation solutions, delivering prompt and professional assistance.

• Triage, document, and monitor incidents utilizing a ticketing system.

• Engage with users to comprehend their issues, collect pertinent information, and provide updates on their status.

• Work in collaboration with developers and automation engineers to communicate user feedback and assist in the testing or validation of solutions.

• Recognize patterns in user-reported problems and suggest enhancements to processes or documentation.

• Create, schedule, and disseminate communications to users, including release notes, outage alerts, newsletters, and announcements.

• Compose clear, engaging, and non-technical messages for diverse stakeholder groups.

• Monitor engagement and feedback to refine communication strategies.

• Maintain and refresh the team’s SharePoint sites.

• Publish and manage support documentation, knowledge base articles, FAQs, and training materials on SharePoint.

• Assist in collecting and documenting fundamental business requirements or user feedback.

• Keep support documentation, knowledge base articles, and FAQs up to date.

⛳️ Requirements

• Associate’s or Bachelor’s degree in Information Technology, Business, or a related discipline or an equivalent combination of education and experience.

• Over 2 years of experience in a help desk, technical support, or customer service role focused on enterprise applications.

• Proficient in documenting and tracking issues within a ticketing system.

• Excellent verbal and written communication skills, capable of elucidating technical issues to non-technical users and crafting clear messages for users.

• Customer-centric mindset with strong problem-solving and troubleshooting abilities.

• Capability to swiftly learn and comprehend the functioning of automation solutions across various platforms.

• Proficient in prioritizing and managing multiple support requests and communication tasks in a dynamic environment.

• Experience in maintaining and updating SharePoint sites, pages, and content.

• Basic skills in gathering and documenting user requirements or feedback to support process enhancements.

• Strong attention to detail in documentation, communications, and incident tracking.

• Ability to work independently as well as collaboratively with technical teams.

• Eligibility to obtain a Secret clearance.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) retirement plan.

• Paid time off.

• Paid parental leave.

• Life and disability insurance.

• Flexible spending accounts.

• Commuter benefits.

• Tuition reimbursement.