Business Analyst

Responsibilities

As part of the EPA ESSET team, provide Tier 1/2 Help Desk Support for the EPA Next Generation Grant System
Master all aspects of User Roles and Use Cases for the EPA Next Generation Grant System; this includes KB articles, SOPs, and related training documentation
Open and actively manage ServiceNow helpdesk tickets
Escalate high priority issues reported using established guidelines & policies for ESSET and NGGS workstreams
Investigate issues and test reported issues to assist in root cause analysis, diagnosis, and remediation activities
Provide written status and analysis to date in a clear, concise manner
Leveraging 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 resolution
Effectively communicates step-by-step solutions to end-users
Actively manage NGGS tickets and end user request inbox
With direction and prioritization from the Tier 3 NGGS lead, manage ticket queue for all reported issues
Quickly understand the client’s business issues and data challenges
Support the creation and maintenance of Standard Operating Procedures and other knowledge management materials
Run 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 management
Communicate both written and orally with the project team and the client about technical and end user issues
Support testing activities as needed (UAT, DR exercises, etc.)
Support meetings with Customer and Business POCs

Secondary Responsibilities

Support 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 management
Assist in capturing and defining new requirements and updating existing requirements
As directed, coordinate with the development team on how best to implement enhancement requests or requests for new functionality
As directed, support communication with the business concerning the modification of or addition to requirements
Analyze and document business processes
Work with technical team on custom application development

Qualifications

Bachelor's with 5 - 8 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 support
Experience with ServiceNow, Jira, or a Salesforce CRM platform used for End User Ticket management.
Proficient in Microsoft Office Suite and SharePoint
Ability to work independently and as a team member in a hybrid-remote work environment
Experience documenting customer issues and requests
Excellent verbal and written communication skills, including proper phone/email etiquette
Follow processes to resolve incidents and problems in a timely, high-quality manner.
Clearance Required: Ability to maintain a Public Trust clearance

Desired Skills:

Pattern recognition in support of Incident and Problem Management
Big picture thinking to field, trace, and resolve incidents and problems
Possess a growth-oriented mindset to identify friction points and propose solutions to common end-user challenges.