Offer summary

Qualifications:

3+ years of experience in a Business Analyst or Application Support role in federal or public sector IT environments., Bachelor’s Degree or equivalent experience is required., Strong communication skills to interact with technical teams and business stakeholders., Experience with ServiceNow platform solutions and ITIL-based service frameworks..

Key responsabilities:

Serve as the primary point of contact for end-users of ServiceNow and Qualtrics applications.

Respond to incidents, troubleshoot user issues, and escalate complex problems as needed.

Deliver remote training and develop customized training materials for users.

Lead requirements gathering sessions and translate business needs into actionable user stories.

Job description

Description

OVERVIEW

We are seeking a Business Analyst / Customer Service Analyst to support of a enhancements and customer inquiries related to a ServiceNow grants management solution. This position plays a dual role: providing outstanding customer support for a ServiceNow application hosted on the Government Community Cloud (GCC), and serving as a functional analyst supporting minor enhancements and system improvements.

The ideal candidate will have a strong foundation in business analysis, be adept at working with both end-users and technical teams, and be proactive in gathering requirements, managing documentation, performing demonstrations, and ensuring high levels of user satisfaction and application performance.

ROLES AND RESPONSIBILITIES

Serve as the primary point of contact for end-users of Regional Engines ServiceNow and Qualtrics applications.
Respond to incidents, troubleshoot user issues, and escalate complex problems in collaboration with the OCIO and external support teams.
Deliver remote deskside training and develop customized training materials (manuals, guides, videos).
Create and maintain Knowledge Base Articles, job aids, and FAQs accessible to both internal and external users.
Support ad hoc reporting and analytics requests from NSF staff and contractors.
Maintain real-time dashboards showing ticket trends, SLA metrics, and performance indicators.
Document and implement daily operating plans and escalation procedures to support customer service operations.
Lead or participate in requirements gathering sessions with stakeholders and application users.
Translate business needs into clear and actionable user stories, acceptance criteria, and process flows.
Facilitate and deliver system demonstrations to validate functionality and obtain feedback.
Collaborate with developers and the OCIO team on backlog grooming and enhancement planning.
Support configuration management efforts by documenting changes and aligning with agency policies.
Track application performance and provide input on improvement opportunities based on user feedback.
Assist with UAT planning, coordination, and execution, including creating test cases and validating results.
Perform other duties as assigned

MINIMUM QUALIFICATIONS

3+ years of experience in a Business Analyst, Functional Analyst, or Application Support role within federal or public sector IT environments.
Experience supporting and documenting ServiceNow platform solutions, including workflow-based applications.
Demonstrated ability to gather requirements, write user stories, and define acceptance criteria.
Experience in troubleshooting and escalating incidents within ITIL-based service frameworks.
Strong communication skills with a proven ability to interact effectively with both technical teams and business stakeholders.

EDUCATION AND CERTIFICATIONS

Bachelor’s Degree or equivalent years of experience

PREFERRED QUALIFICATIONS

Experience supporting applications on the ServiceNow Government Community Cloud (GCC).
Experience with Qualtrics or similar survey tools and integrations with ServiceNow.
ServiceNow System Administrator (CSA) or ITIL Foundation certification.
Experience facilitating system demos, backlog grooming, and enhancement planning sessions.
Familiarity with Agile or hybrid Agile delivery methodologies in public sector environments.
Proficiency with report generation tools or dashboards in ServiceNow or equivalent platforms.

SECURITY CLEARANCE