Business Analyst

GovCIO is hiring a remote Business Analyst to support the EPA. The role provides Tier 1/2 help desk and application operations support for the EPA Next Generation Grant System, including ticket management, issue investigation, testing, reporting, documentation, and user communication. The position also supports requirements development, business process analysis, training materials, and custom application development.

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:

• High School with 6 - 9 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