Domestic Customer Support Analyst (Business Analysis, Junior Analyst)

Summary The MIL Corporation seeks a Domestic Customer Support Analyst (Business Analysis, Junior Analyst) to support a Federal Government client at our Arlington, VA location. The analyst will work in cooperation with the Bureau of the Comptroller and Global Financial Services (CGFS) in the Office of Customer Engagement. The employee will work an 8-hour shift between the hours of 6:00 am to 6:00 pm or as assigned per desk schedule with a non‑compensated 30‑minute lunch. Additional hours may be required and must be authorized by your Project Manager and DoS Management. This is a full‑time onsite position with allowances for Situational Teleworking under approved guidelines. Responsibilities During the hours of operation, the analyst will be present to take incoming calls and e‑mails sent to Engage CGFS and serve as the first line of support for system‑related questions from domestic bureaus. Enter all customer issues into Engage CGFS, an online database for tracking the initial communication and ongoing dialogue with the customers until final resolution. Update cases whenever additional correspondence or research is performed on behalf of the customer and will only close a case when the issue is confirmed as resolved with the customer or confirmed by department analysts responsible for resolution. Provide front‑line phone support, guiding the customer through the entire process of research, data gathering, analysis, and issue resolution. Using MS Outlook, draft, edit, obtain clearance on, and release Informational email broadcasts, System Interruption broadcasts, and Software Release broadcasts to financial management staff worldwide. Promptly draft articles for publication in a self‑help tool, CGFS Knowledge Base, detailing in a Q&A format the resolutions provided in Engage CGFS for common customer questions on financial systems and financial management issues. Appropriately escalates more complex issues to Tier II analysts. Provide team leadership once proven in the client environment. Travel None Required Qualifications Experience performing technical tasks and analysis. Ability to clearly communicate in a professional manner. Critical thinking and problem‑solving skills. The ability to multi‑task, troubleshoot software and system applications, and learn quickly with little guidance. Prior customer service experience. Desired Qualifications Experience providing technical support in high‑volume call centers. Experience performing help‑desk support for large, complex financial systems, including knowledge of Federal accounting/financial management policies, practices, operations and procedures. Experience supporting the development, analysis, testing, or implementation of mainframe or client‑server based financial systems similar in size, complexity, and scope to DoS systems. Education BA/BS, preferably in Accounting. Citizenship US Citizenship required. Clearance Must be eligible to obtain a Secret clearance and be able to upgrade to a Top Secret (TS) clearance as required. Compensation The MIL Corporation values your contributions and offers a range of benefits to support your overall well‑being. We provide comprehensive benefits to full‑time employees, including health, life, disability, and retirement plans, paid time off, professional growth opportunities, and tuition assistance. Additional benefits and incentives may also apply and will be communicated during the hiring process. Salary is determined based on qualifications, experience, and contractual limitations. For this position, the projected compensation range is $70,000 – $80,000 per year and represents only part of MIL’s complete compensation package. Learn more on the MIL Careers page. Equal‑Opportunity Employer Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by state or federal law. #J-18808-Ljbffr The MIL Corporation