United States
Suitability/Public Trust
Fully remote
Information Technology
Overview
GovCIO is currently hiring for a remote Business Analyst to support the EPA. This position is within the United States and is fully remote.
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
Secondary Responsibilities
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
Qualifications
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
Desired Skills:
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.
Clearance Required: Must be able to acquire an EPA Public Trust with additional provisions required by NGGS
Posted Salary Range
USD $81,850.00 - USD $100,000.00 /Yr.
Company Overview
GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.
But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?
What You Can Expect
Interview & Hiring Process
If you are selected to move forward through the process, here's what you can expect:
During the Interview Process
Virtual video interview conducted via video with the hiring manager and/or team
Camera must be on
A valid photo ID must be presented during each interview
During the Hiring Process
Enhanced Biometrics ID verification screening
Background check, to include:
Criminal history (past 7 years)
Verification of your highest level of education
Verification of your employment history (past 7 years), based on information provided in your application
Employee Perks
At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:
Employee Assistance Program (EAP)
Corporate Discounts
Learning & Development platform, to include certification preparation content
Training, Education and Certification Assistance*
Referral Bonus Program
Internal Mobility Program
Pet Insurance
Flexible Work Environment
*Available to full-time employees
Our employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.
Posted Pay Range
The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.
