Customer Support Analyst
We seek an experienced Customer Support Analyst to provide VA's Financial Management Systems (FMS) user support. This role is critical to ensuring VA personnel can effectively use financial systems to support Veteran services. You will serve as the primary point of contact for user issues, provide training and guidance, and work with technical teams to resolve complex problems.
In this role, you'll combine technical knowledge with excellent customer service skills to support VA users, document common issues, and contribute to system improvements that enhance user experience.
Key Responsibilities
• User Support Services: Provide first-line support for FMS system users, including troubleshooting, issue resolution, and user guidance.
• Ticket Management: Manage support tickets through resolution, ensuring timely response and appropriate escalation of complex issues.
• User Training: Develop and deliver training materials and sessions to help users effectively utilize FMS systems.
• Documentation: Create and maintain user guides, FAQs, and knowledge base articles to support self-service capabilities.
• Issue Analysis: Analyze support trends and common issues to identify opportunities for system improvements and user training needs.
• Escalation Management: Coordinate with technical teams for complex issue resolution and ensure users are informed of progress.
• Process Improvement: Recommend improvements to support processes and user experience based on feedback and issue analysis.
Required Experience and Qualifications
• Bachelor's degree in Information Systems, Business Administration, or related discipline
• 2+ years of experience in customer support or help desk operations
• Strong communication skills and customer service orientation
• Experience with financial or enterprise business systems
• Proficiency in support ticketing systems and knowledge management tools
• Ability to explain technical concepts to non-technical users
• Strong problem-solving and analytical skills
• Experience with user training and documentation development
Preferred Experience and Certifications
• Previous experience supporting VA systems or federal government applications
• ITIL Foundation certification or similar service management certification
• Experience with financial management systems and processes
• Knowledge of adult learning principles and training methodologies
• Experience with remote support tools and techniques
• Understanding of federal government operations and user environments
Advanced Technical Skills:
• Experience with enterprise support tools and platforms
• Understanding of system administration and basic troubleshooting techniques
• Knowledge of user experience principles and customer satisfaction metrics
• Familiarity with federal IT support requirements and procedures
Job Type: Contract
Pay: $32.00 - $36.00 per hour
Expected hours: 40 per week
Education:
• Bachelor's (Preferred)
Experience:
• VA's Financial Management Systems (FMS) user support.: 2 years (Preferred)
• Financial or enterprise business systems: 2 years (Preferred)
• Federal IT support requirements and procedures: 2 years (Preferred)
• system administration and basic troubleshooting techniques: 2 years (Preferred)
License/Certification:
• ITIL Foundation (Required)
Security clearance:
• Confidential (Preferred)
Work Location: Remote
Apply Now
Apply Now
In this role, you'll combine technical knowledge with excellent customer service skills to support VA users, document common issues, and contribute to system improvements that enhance user experience.
Key Responsibilities
• User Support Services: Provide first-line support for FMS system users, including troubleshooting, issue resolution, and user guidance.
• Ticket Management: Manage support tickets through resolution, ensuring timely response and appropriate escalation of complex issues.
• User Training: Develop and deliver training materials and sessions to help users effectively utilize FMS systems.
• Documentation: Create and maintain user guides, FAQs, and knowledge base articles to support self-service capabilities.
• Issue Analysis: Analyze support trends and common issues to identify opportunities for system improvements and user training needs.
• Escalation Management: Coordinate with technical teams for complex issue resolution and ensure users are informed of progress.
• Process Improvement: Recommend improvements to support processes and user experience based on feedback and issue analysis.
Required Experience and Qualifications
• Bachelor's degree in Information Systems, Business Administration, or related discipline
• 2+ years of experience in customer support or help desk operations
• Strong communication skills and customer service orientation
• Experience with financial or enterprise business systems
• Proficiency in support ticketing systems and knowledge management tools
• Ability to explain technical concepts to non-technical users
• Strong problem-solving and analytical skills
• Experience with user training and documentation development
Preferred Experience and Certifications
• Previous experience supporting VA systems or federal government applications
• ITIL Foundation certification or similar service management certification
• Experience with financial management systems and processes
• Knowledge of adult learning principles and training methodologies
• Experience with remote support tools and techniques
• Understanding of federal government operations and user environments
Advanced Technical Skills:
• Experience with enterprise support tools and platforms
• Understanding of system administration and basic troubleshooting techniques
• Knowledge of user experience principles and customer satisfaction metrics
• Familiarity with federal IT support requirements and procedures
Job Type: Contract
Pay: $32.00 - $36.00 per hour
Expected hours: 40 per week
Education:
• Bachelor's (Preferred)
Experience:
• VA's Financial Management Systems (FMS) user support.: 2 years (Preferred)
• Financial or enterprise business systems: 2 years (Preferred)
• Federal IT support requirements and procedures: 2 years (Preferred)
• system administration and basic troubleshooting techniques: 2 years (Preferred)
License/Certification:
• ITIL Foundation (Required)
Security clearance:
• Confidential (Preferred)
Work Location: Remote
Apply Now
Apply Now