Business Analyst – Customer Support (REMOTE)

Applications for this position will be accepted through 11/16/26.

Tuknik Government Services, LLC a Koniag Government Services company, is seeking a  Business Analyst – Customer Support with a Secret security clearance to support TGS and our government customer. The position is remote. 

Benefits include medical, dental, and vision insurance, 401(k) retirement plan, paid time off, paid parental leave, life and disability insurance, flexible spending accounts, commuter benefits and tuition reimbursement. 

Tuknik Government Services, a Koniag Government Services company, is seeking a dependable Business Analyst – Customer Support to provide frontline helpdesk support and lead communications/outreach efforts for the portfolio of automation solutions our team delivers to the Army Contracting Enterprise. The ideal candidate is a strong communicator with solid problem-solving skills, a customer-focused mindset, and the ability to quickly understand how our automations function in order to communicate needs or issues while also keeping our users informed, engaged, and well-supported through clear comms and well-maintained SharePoint resources. 

The  Business Analyst – Customer Support will serve as the first point of contact for users of automation solutions built across multiple technology stacks, including Power Platform, UiPath, Appian, and custom-developed applications (Python & C#). Beyond frontline support, this individual will own the communications and outreach function — developing user-facing messaging, managing marketing/comms campaigns, and maintaining the team's SharePoint sites so that users always have current information and resources at their fingertips.

Principal responsibilities will include but are not limited to:

• Serve as the first point of contact for users experiencing issues with automation solutions, providing timely and professional support.
• Triage, document, and track incidents using a ticketing system, ensuring accurate and thorough records of issues and resolutions.
• Communicate clearly and effectively with users to understand problems, gather relevant information, and provide status updates.
• Collaborate with developers and automation engineers to relay user feedback and support testing or validation of fixes.
• Identify trends in user-reported issues and recommend process or documentation improvements.
• Develop, schedule, and distribute user communications including release notes, outage notifications, newsletters, and announcements to keep the user community informed.
• Craft clear, engaging, non-technical messaging tailored to a variety of stakeholder audiences.
• Track engagement and feedback to continuously refine communication approaches.
• Maintain and update the team's SharePoint sites, ensuring content is current, organized, and easy to navigate.
• Publish and manage support documentation, knowledge base articles, FAQs, and training resources on SharePoint.
• Assist in gathering and documenting basic business requirements or user feedback to support continuous improvement of automation solutions.
• Maintain and update support documentation, knowledge base articles, and FAQs to help users and support staff resolve common issues.

Education and Experience:
Required:

• Associate’s or Bachelor’s degree in Information Technology, Business, or related field or equivalent combination of education and experience
• 2+ years of experience in a help desk, technical support, or customer service role supporting enterprise applications.
• Experience documenting and tracking issues within a ticketing system.

Required Skills and Competencies:

• Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users and craft clear user-facing messaging.
• Customer-focused mindset with solid problem-solving and troubleshooting skills.
• Ability to quickly learn and understand how automation solutions function across multiple platforms.
• Ability to prioritize and manage multiple support requests and communications tasks in a fast-paced environment.
• Experience maintaining and updating SharePoint sites, pages, and content.
• Basic ability to gather and document user requirements or feedback to support process improvements.
• Strong attention to detail in documentation, communications, and incident tracking.
• Ability to work both independently and collaboratively with technical teams.

Clearance Requirement:

• Ability to obtain a Secret clearance.

Desired Skills and Competencies:

• Experience with communications, marketing automation, or outreach campaigns (e.g., email automation, newsletters, automated notifications).
• Experience supporting enterprise applications built on Power Platform, UiPath, Appian, or similar RPA automation tools.
• Advanced SharePoint skills, including page design, workflows, and site administration.
• Experience maintaining support documentation or knowledge base articles.
• Basic understanding of business analysis practices, including requirements gathering or process documentation.
• Familiarity with ticketing systems such as ServiceNow, JIRA, or similar platforms.

Our Equal Employment Opportunity Policy

The company is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, ethnicity, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin or ancestry, age, disability, citizenship, military/veteran status, marital status, genetic information or any other characteristicprotected by applicable federal, state, or local law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits, and all other privileges, terms, and conditions of employment.

The company is dedicated to seeking all qualified applicants. If you require an accommodation to navigate or apply for a position on our website, please get in touch with Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodations.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352