Business Analyst

Remote Business AnalystGovCIO is currently hiring for a remote Business Analyst to support the EPA. This position is within the United States and is fully remote.ResponsibilitiesAs part of the EPA ESSET team, provide Tier 1/2 Help Desk Support for the EPA Next Generation Grant SystemMaster all aspects of User Roles and Use Cases for the EPA Next Generation Grant System; this includes KB articles, SOPs, and related training documentationOpen and actively manage ServiceNow helpdesk ticketsEscalate high priority issues reported using established guidelines & policies for ESSET and NGGS workstreamsInvestigate issues and test reported issues to assist in root cause analysis, diagnosis, and remediation activitiesProvide written status and analysis to date in a clear, concise mannerLeveraging your mastery of User Roles and Use Cases, as well as current and approved SOPs and KB articles, coordinate directly with users to troubleshoot issues and/or collect information to assist the testing and development teams through resolutionEffectively communicates step-by-step solutions to end-usersActively manage NGGS tickets and end user request inboxWith direction and prioritization from the Tier 3 NGGS lead, manage ticket queue for all reported issuesQuickly understand the client's business issues and data challengesSupport the creation and maintenance of Standard Operating Procedures and other knowledge management materialsRun daily checks and test applications on NGGS and related systems per the SOPs.Create and manage ServiceNow reports used to track and report NGGS activities and trends to upper managementCommunicate both written and orally with the project team and the client about technical and end user issuesSupport testing activities as needed (UAT, DR exercises, etc.)Support meetings with Customer and Business POCsSecondary ResponsibilitiesSupport the creation and maintenance of training materials (User Guides, Adobe Captivate videos, Job Aids, etc.)As directed by the NGGS Team Lead, take on additional tasks such as KB updates, call fielding, or other Tier 2 activities adjacent to the NGGS application.Support requirements development and managementAssist in capturing and defining new requirements and updating existing requirementsAs directed, coordinate with the development team on how best to implement enhancement requests or requests for new functionalityAs directed, support communication with the business concerning the modification of or addition to requirementsAnalyze and document business processesWork with technical team on custom application developmentQualificationsHigh School with 6 - 9 years of IT business analysis experience (or commensurate experience)3+ years' experience Help Desk Support. This experience can be substituted with comparable application operations support noted below.3+ years of application operations supportExperience with ServiceNow, Jira, or a Salesforce CRM platform used for End User Ticket management.Proficient in Microsoft Office Suite and SharePointAbility to work independently and as a team member in a hybrid-remote work environmentExperience documenting customer issues and requestsExcellent verbal and written communication skills, including proper phone/email etiquetteFollow processes to resolve incidents and problems in a timely, high-quality mannerClearance Required: Ability to maintain a Public Trust clearancePosted Salary Range USD $81,850.00 - USD $115,000.00 /Yr.Company Overview: GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?What You Can ExpectInterview & Hiring Process: If you are selected to move forward through the process, here's what you can expect:During the Interview ProcessVirtual video interview conducted via video with the hiring manager and/or teamCamera must be onA valid photo ID must be presented during each interviewDuring the Hiring ProcessEnhanced Biometrics ID verification screeningBackground check, to include:Criminal history (past 7 years)Verification of your highest level of educationVerification of your employment history (past 7 years), based on information provided in your applicationEmployee PerksAt GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:Employee Assistance Program (EAP)Corporate DiscountsLearning & Development platform, to include certification preparation contentTraining, Education and Certification Assistance*Referral Bonus ProgramInternal Mobility ProgramPet InsuranceFlexible Work Environment*Available to full-time employeesOur employees' unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.Posted Pay Range: The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an "at-will position" and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.