Application Support Analyst Customer Service

• Establish and maintain standard operating procedures (SOPs) for all team processes
• Monitor and review the effectiveness of implemented SOPs and recommend adjustments
• Self-identify, timely escalate, and assist with implementing process improvements and efficiencies
• Collect, analyze, and report on team performance data using various tools and methods
• Develop and maintain dashboards and reports to identify trends
• Ensure weekly/monthly operations reporting metrics are provided timely and accurately
• Conduct root cause analysis to identify underlying issues affecting operating procedures
• Collaborate with cross-functional teams to identify and implement process improvements
• Communicate findings, insights, and recommendations to stakeholders
• Understand and adhere to departmental policies and compliance guidelines
• Create and generate ad hoc tools and reporting when requested
• Provide phone, email, and Help Desk support for multiple government web-based applications
• Log, manage, and own cases through resolution and assist with root cause analysis
• Provide superior service and timely resolution to high profile and sensitive clients
• Maintain or exceed key performance identifiers at or above published expectations
• Complete daily tasks such as system validations, handling rejected items, internal and external reporting
• Remain up to date with product knowledge around new functionality and releases
• Send communications to an audience of up to 20,000 global customers for multiple applications
• Flexibility with schedule to ensure all service level agreements are met for providing 24/7/365 coverage
• Client site visits, knowledgebase management, internal projects and all other duties as assigned

• Bachelor's degree, Associate degree or equivalent job experience
• U.S. Citizenship or Permanent Residency (green card)
• Required to pass an extensive background check that is renewed every 5 years
• 1-3 years of relevant experience in Customer Service Help Desk and/or application support environment preferred
• Knowledge of Public Sector business a plus
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Strong proficiency with all Microsoft Office products, specifically Outlook, Excel, PowerPoint, and Word
• Demonstrated ability to work independently, collaboratively, appropriately respond under pressure, and effectively multi-task in a fast-paced environment
• Meticulous attention to detail in data analysis, documentation, and reporting
• Ability to work effectively in a team environment, build strong relationships, and influence stakeholders at all levels
• Ability to troubleshoot complex technical issues with an aptitude for utilizing reporting tools, applications and systems
• Ability to present technical/analytical information to both non-technical and technical audiences
• Ability to assess complex processes and deliver practical solutions
• A demonstrated history of strong interpersonal skills and positive peer engagement in a diverse environment
• Detail oriented with good organizational skills
• Superior analytical abilities and innovative thinking skills
• Demonstrated strong listening skills

Knowledge of Public Sector business

• Medical, dental & vision coverage
• 401(k)
• Life, accident, and disability insurance
• Wellness programs
• Paid time off packages including vacation, sick leave, and paid holidays
• Discretionary and formulaic incentive and retention awards