Help Desk Analyst – HIOS

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

📋 Description

• Oversee the CMS ServiceNow queue and the shared Insurance Insight/Insurance Oversight mailbox.

• Assess, prioritize, allocate, and address incidents, service requests, and customer inquiries.

• Investigate and resolve Tier 2 issues related to website functionality, system processes, user submissions, and HIOS operations.

• Elevate complex issues to Tier 3 development, integration, infrastructure, database, security, and other technical teams.

• Create and manage Jira tickets linked to the originating ServiceNow records.

• Collaborate with CMS technical leads and HIOS product, engineering, and operational teams for support.

• Collect, document, and analyze business requirements, user needs, system functionality, operational processes, and performance metrics.

• Convert operational needs into documentation suitable for both technical and non-technical audiences.

• Examine ticket trends, resolution patterns, aging, and recurring issues.

• Propose process and system enhancements.

• Contribute to problem management, system upgrades, and ongoing service improvement.

• Develop knowledge-base articles, troubleshooting guides, response templates, and process documentation.

• Offer users troubleshooting assistance and timely updates on issues.

• Prepare and distribute CMS-approved communications for stakeholders using Salesforce Marketing Cloud or other designated tools.

• Generate ticket trend, utilization, and Helpdesk status reports for weekly program meetings.

• Inform leadership and stakeholders about significant incidents, recurring issues, trends, and service impacts.

• Ensure accurate information is maintained across ServiceNow, Jira, email, requirements documentation, test records, and communications.

• Reproduce issues, troubleshoot defects, and confirm resolutions.

• Document test results, defects, validation outcomes, and supporting evidence.

• Assist with regression testing, user acceptance testing, and post-deployment validation.

• Collaborate across functions to enhance the HIOS system and user experience.

⛳️ Requirements

• A minimum of 2 years of experience in application support, help desk/support, business analysis, quality assurance/testing, or a related field.

• Bachelor’s degree in management information systems, Information Technology, Computer Information Systems, Business Administration, Computer Science, or a related field.

• Experience delivering Tier 2 or Tier 3 production/application support.

• Proficiency in troubleshooting technical issues directly with end users.

• Familiarity with ticketing or service management tools such as Jira and/or ServiceNow.

• Strong analytical and problem-solving capabilities.

• Experience in gathering, documenting, and analyzing business requirements.

• Understanding of software testing principles with the ability to create and execute test scenarios.

• Excellent written and verbal communication skills, including the ability to convey technical information to non-technical audiences.

• Capacity to work effectively with both technical and business stakeholders.

• Strong attention to detail and a commitment to accurate documentation and data integrity.

• Ability to manage multiple priorities in a production support environment.

• Preferred: experience in supporting web-based applications or enterprise systems.

• Preferred: experience with Salesforce.

• Preferred: experience working in an Agile/Scrum environment.

• Preferred: experience facilitating or participating in Scrum ceremonies.

• Preferred: experience with data analysis, process improvement, or systems analysis.

• Preferred: experience working with CMS or other regulatory/government stakeholders.

🏝️ Benefits

• Annual bonus opportunity.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• Paid time off (PTO).

• Company-paid life insurance.

• Generous 401(k) match program.

• Calm, non-workaholic company culture.

• Mission-driven work serving the public good.

• Diversity-focused workplace.