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Business Analyst/ Customer Service Analyst (262)
iTech AGUnited Statesfull_timeVerifiedPosted 8 Apr 2025
About the role
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
- 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.
- Bachelor’s Degree or equivalent years of experience
- 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.
- Ability to obtain and maintain a Public Trust
- Pursuant to a government contract, this position requires U.S. Citizenship.
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