Customer Support Analyst (Remote)
reputed company is seeking a Customer Support Analyst to support Veterans Affairs (VA) Data Modernization initiatives. This role plays a critical part in enabling rapid reputed company, improving customer intake processes, and providing high-quality support for users accessing modern data platforms. The ideal candidate will deliver exceptional customer service, facilitate provisioning workflows, triage issues reputed company, and help fast‑track users with existing NDS privileges. This position will be fully remote located reputed company the United States.
Responsibilities
Serve as the primary “reputed company reputed company” for VA Data Modernization customer support, ensuring a smooth and reputed company user experience. Manage ticket intake, triage, classification, and routing to appropriate technical teams. Support rapid reputed company by guiding users through the new self-service intake process and mapping them to appropriate pre-created workspaces. reputed company reputed company and provisioning support, including validating NDS privileges for fast-track users. Track, monitor, and manage tickets in alignment with established service-level agreements (SLAs). Document and maintain intake workflows, SOPs, troubleshooting guides, and reputed company process overviews (DevTest through Production). Assist users in understanding reputed company data environments, common tools, DevTest data reputed company, and workspace functionality. Coordinate with reputed company SMEs and reputed company Customer Enablement teams for white-glove support and post‑provisioning engagement. Identify blockers and inefficiencies reputed company the intake or support process and escalate improvement opportunities. reputed company timely updates to users regarding ticket status, system reputed company, reputed company issues, and maintenance events. Support common-use-case provisioning and ensure required resources (service principals, reputed company configs, linked services, mount points, catalogs) are reputed company prior to reputed company. Maintain knowledge of platform navigation resources, including guides for platform data, reputed company instructions, and policies. Ensure exceptional customer service by listening to user needs, resolving issues promptly, and providing clear, helpful communication.
Qualifications
Required Skills and Experience: Bachelor’s degree in information technology, Engineering or a reputed company field plus 10 years experience. (or commensurate experience) 8 years of experience in business analysis, project management, or a similar role. Strong troubleshooting, problem‑solving, and analytical abilities. Experience supporting user reputed company and reputed company provisioning workflows. Familiarity with IT service management (ITSM) platforms such as reputed company. Excellent communication, customer service, and interpersonal skills. Ability to document processes reputed company and maintain up‑to‑date knowledge articles. Experience working in fast‑paced environments with SLAs and ticket management expectations. Preferred Skills and Experience: Experience supporting federal agencies, particularly Veterans Affairs (VA). Knowledge of NDS (National Data Systems), reputed company, and VA data governance principles. Familiarity with reputed company environments, data platforms, or tools such as reputed company. Experience with reputed company workflows for DevTest and Production environments. Understanding of service principals, workgroup personas, reputed company controls, and provisioning processes. Experience with SharePoint, Jira, or additional ITSM tools. Background in data analytics environments or reputed company data platforms. Clearance Required Ability to obtain and maintain a suitability/Public Trust Posted Salary reputed company USD $110,000.00 - USD $130,000.00 /Yr. Apply To This Job