Business Analyst

GovCIO is hiring a fully remote Business Analyst to support the Environmental Protection Agency (EPA). The role supports the EPA Next Generation Grant System through Tier 1/2 help desk operations, ticket management, issue investigation, user support, testing, reporting, requirements management, and business process analysis.

Responsibilities:

• As part of the EPA ESSET team, provide Tier 1/2 Help Desk Support for the EPA Next Generation Grant System
• Master all aspects of User Roles and Use Cases for the EPA Next Generation Grant System; this includes KB articles, SOPs, and related training documentation
• Open and actively manage ServiceNow helpdesk tickets
• Escalate high priority issues reported using established guidelines & policies for ESSET and NGGS workstreams
• Investigate issues and test reported issues to assist in root cause analysis, diagnosis, and remediation activities
• Provide written status and analysis to date in a clear, concise manner
• Leveraging your mastery of User Roles and Use Cases, as well as current and approved SOPs and KB articles, coordinate directly with users to troubleshoot issues and/or collect information to assist the testing and development teams through resolution
• Effectively communicates step-by-step solutions to end-users
• Actively manage NGGS tickets and end user request inbox
• With direction and prioritization from the Tier 3 NGGS lead, manage ticket queue for all reported issues
• Quickly understand the client’s business issues and data challenges
• Support the creation and maintenance of Standard Operating Procedures and other knowledge management materials
• Run daily checks and test applications on NGGS and related systems per the SOPs
• Create and manage ServiceNow reports used to track and report NGGS activities and trends to upper management
• Communicate both written and orally with the project team and the client about technical and end user issues
• Support testing activities as needed (UAT, DR exercises, etc.)
• Support meetings with Customer and Business POCs
• Support the creation and maintenance of training materials (User Guides, Adobe Captivate videos, Job Aids, etc.)
• As directed by the NGGS Team Lead, take on additional tasks such as KB updates, call fielding, or other Tier 2 activities adjacent to the NGGS application
• Support requirements development and management
• Assist in capturing and defining new requirements and updating existing requirements
• As directed, coordinate with the development team on how best to implement enhancement requests or requests for new functionality
• As directed, support communication with the business concerning the modification of or addition to requirements
• Analyze and document business processes
• Work with technical team on custom application development

Requirements:

• Bachelor's with 5 - 8 years of IT business analysis experience (or commensurate experience)
• 3+ years' experience Help Desk Support. This experience can be substituted with comparable application operations support noted below
• 3+ years of application operations support
• Experience with ServiceNow, Jira, or a Salesforce CRM platform used for End User Ticket management
• Proficient in Microsoft Office Suite and SharePoint
• Ability to work independently and as a team member in a hybrid-remote work environment
• Experience documenting customer issues and requests
• Excellent verbal and written communication skills, including proper phone/email etiquette
• Follow processes to resolve incidents and problems in a timely, high-quality manner
• Clearance Required: Ability to maintain a Public Trust clearance
• Clearance Required: Must be able to acquire an EPA Public Trust with additional provisions required by NGGS
• Pattern recognition in support of Incident and Problem Management
• Big picture thinking to field, trace, and resolve incidents and problems
• Possess a growth-oriented mindset to identify friction points and propose solutions to common end-user challenges