Customer Service Analyst (Tier 1)

Basic Requirements:

• Ability to obtain a U.S. Federal Position of Trust clearance designation.   
• Must reside in and be able to perform work in the United States.   
• Must have lived in the United States for 3 of the last 5 years.   
• Bachelor’s Degree or 2 years’ experience equivalent experience in a related field. 
• One or more years of proven experience in an IT service desk and customer service environment.   

Additional Qualifications:

• Previous experience working on a Federal Service Desk project. 
• Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services).   
• ServiceNow knowledge or experience is a big plus.   
• Experience with cloud-based Call Center Software, specifically CXone.   
• Knowledge and/or experience of Agile methodologies in a Service Desk environment.   
• Experience with utilizing Atlassian tools like JIRA and Confluence.   
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes.   
• Collaborate with Help Desk leadership to identify opportunities to improve processes or the user experience. 
• Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours.   
• Thrive in a collaborative environment and maintain a positive, professional demeanor.   
• Excellent verbal and written communication skills.   

Responsibilities:

• Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk.   
• Resolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods. 
• Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution. 
• Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed.   
• Track incoming support requests from customers using a CMS‐approved tool (ServiceNow).   
• Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality.   
• Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes.   
• Support the development, management and use of customer support scripts.   
• Assist with the preparation or maintenance of standard operating procedures and protocols.   

As partners in our team's success, we offer a comprehensive compensation structure that includes competitive base salaries, performance-based incentives, spot bonuses, referral bonuses, and more.