Domestic Customer Support Analyst (Business Analysis, Junior Analyst)

Domestic Customer Support Analyst (Business Analysis, Junior Analyst) Position Location Washington, DC 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 expectation is that an analyst will be present to take incoming calls and e‑mails sent to Engage CGFS, and the first line of support for system related questions from domestic bureaus. Enter all customer issues into Engage CGFS, which is an on‑line database for tracking the initial communication and the on‑going dialogue with the customers until final resolution that allows the closure of the trouble tickets. Phone calls, e‑mails, and customer inquiries are tracked within the Engage CGFS customer support portal. 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 confirmation is received by department analysts responsible for resolution. Front line phone support and phone calls – assists the customer through the entire process of research, gathering data, performing analysis, and resolving the issue. Utilizing MS Outlook, draft, edit, obtain clearance on, and then 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, which details in a Q&A format the resolution provided in Engage CGFS for common customer questions on financial systems and financial management issues. Appropriately escalated to Tier II analysts more complex issues. 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, to trouble‑shoot software and system applications, and to learn quickly with little guidance. Desired Qualifications Experience providing technical support in high‑volume call centers. Experience performing help desk support for large, complex financial systems, as well as 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 the DoS systems. Education BA/BS, preferably in Accounting. 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 are pleased to offer a comprehensive range of benefits to our full‑time employees which includes health, life, disability, and retirement plans, as well as paid time off, opportunities for professional growth and tuition assistance. Additional benefits and incentives may also apply, which will be communicated during the hiring process. Salary at MIL is determined based on factors such as qualifications, experience, and contractual limitations. For this position, the projected compensation range is $70,000 - $80,000 per year. This estimate represents the typical salary range and is just one part of MIL’s complete compensation package. Learn more on the MIL Careers page. 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 RPMGlobal