Help Desk Analyst (HIOS)

About Pluribus Digital
Join us and do work that matters: use your skills to improve how your government serves the public! Pluribus Digital partners with our government customers to design, develop, and deliver useful and impactful digital products. We are a hands-on digital services consultancy – part technologists, part change agents, and all heart. We employ modern best practices in all that we do as we work to solve problems in public health, financial industry regulation, granting citizenship and asylum, and identity and access management.

About the Role
We are seeking a Help Desk Analyst to provide application support, business analysis, troubleshooting, and quality assurance support for the HIOS system. This role will serve as a key point of contact for end users while partnering closely with technical, operational, and business teams to investigate issues, identify trends, support system improvements, and ensure business requirements are effectively translated into system functionality.
The ideal candidate will bring a combination of technical troubleshooting, analytical thinking, business process understanding, and strong communication skills. This individual will provide Tier 2 and Tier 3 production support, analyze and document incidents and service requests, assist with requirements gathering, and contribute to testing and continuous improvement initiatives.

Key Responsibilities:

Application & Production Support

• Monitor the CMS ServiceNow queue and shared Insurance Insight/Insurance Oversight mailbox for incidents, service requests, and customer inquiries.
• Review, prioritize, assign, and respond to incoming requests, gathering additional information and providing timely status updates.
• Investigate and resolve Tier 2 issues involving website functionality, system processes, user submissions, and other HIOS operations.
• Coordinate escalation of complex issues to Tier 3 development, integration, infrastructure, database, security, or other technical personnel while remaining accountable for customer communication and resolution tracking.
• Create and maintain corresponding Jira tickets, preserving traceability to originating ServiceNow records and documenting actions, decisions, status, and resolution information.
• Coordinate support activities with CMS technical leads and HIOS product, engineering, and operational teams, including rapid triage and communication during periods of elevated ticket volume.

Business Analysis & Process Improvement

• Gather, document, and analyze business requirements, user needs, system functionality, operational processes, and performance information to inform escalations.
• Collaborate with business and technical stakeholders to understand operational needs and translate them into clear documentation for technical and non-technical audiences.
• Analyze ticket volumes, issue categories, resolution patterns, aging, and recurring problems to identify trends and improvement opportunities.
• Recommend changes that reduce repeat incidents, streamline support processes, clarify user guidance, and improve system usability and reliability.
• Contribute analysis and operational knowledge to problem-management, system-enhancement, and continuous service-improvement initiatives.
• Develop and maintain knowledge-base articles, troubleshooting guides, response templates, process documentation, and other approved knowledge-management materials.

Communication & Stakeholder Support

• Communicate directly with users to provide clear, professional troubleshooting guidance and timely updates on issue status and resolution progress.
• Prepare CMS-approved stakeholder notices, notifications, memos, and informational communications using Salesforce Marketing Cloud or other designated tools.
• Distribute approved communications to applicable user communities and stakeholders.
• Prepare ticket-trend, utilization, and Helpdesk status reports and present relevant findings during weekly program meetings.
• Communicate material incidents, recurring issues, emerging trends, and potential service impacts to program leadership and appropriate stakeholders.
• Maintain accurate and consistent information across ServiceNow, Jira, email, requirements documentation, test records, communications, and other approved tools while following applicable CMS procedures.

Testing & Quality Assurance

• Collaborate with development, testing, and operational teams to reproduce issues, troubleshoot defects, and verify implemented resolutions.
• Document test results, defects, validation outcomes, and supporting evidence in the appropriate systems.
• Support regression testing, user acceptance testing, and post-deployment validation activities as assigned.

Required Qualifications

• 2+ years of experience in application support, help desk/support, business analysis, quality assurance/testing, or a related field.
• Bachelor’s degree in management information systems, Information Technology, Computer Information Systems, Business Administration, Computer Science, or a related field.
• Experience providing Tier 2 or Tier 3 production/application support.
• Experience troubleshooting technical issues directly with end users.
• Experience working with ticketing or service management tools such as Jira and/or ServiceNow.
• Strong analytical and problem-solving skills, with the ability to investigate issues and identify root causes or trends.
• Experience gathering, documenting, and analyzing business requirements.
• Understanding of software testing principles and the ability to create and execute test scenarios.
• Strong written and verbal communication skills, including the ability to communicate technical information to non-technical audiences.
• Ability to work effectively with both technical and business stakeholders.
• Strong attention to detail and commitment to accurate documentation and data integrity.
• Ability to manage multiple priorities in a production support environment.

Preferred Qualifications

• Experience supporting web-based applications or enterprise systems.
• Experience with Salesforce.
• Experience working in an Agile/Scrum environment.
• Experience facilitating or participating in Scrum ceremonies.
• Experience with data analysis, process improvement, or systems analysis.
• Experience working with CMS or other regulatory/government stakeholders.

What You'll Do in This Role
This is a hands-on, cross-functional role for someone who enjoys more than traditional help desk support. You will work directly with users to troubleshoot application issues, analyze business processes and requirements, participate in testing, collaborate with technical teams, and help drive improvements to the HIOS system and user experience.

Why Pluribus May Be a Fit for You:

We are purpose driven. We support missions and products that serve the public good, and where our focused capabilities positively impact those mission outcomes. We bring a consultative approach to partner with our government customers and help them succeed as change makers.

Pluribus is a calm company. We are knowledge workers. People do their best work when they are not rushed by artificial urgency or drained by a culture of facetime and workaholism. By having confidence in our people, we can get more done at better quality. When real crunch time comes, we are not already stretched to the limit.

We are stronger because of the variety of skills and personal backgrounds of our team. We hold ourselves accountable and we publish our workforce statistics annually. 

Compensation and benefits:

Pluribus Digital offers a competitive salary that is determined at the time of offer. Compensation will be based on experience and qualifications, with salary ranges aligned accordingly. If a candidate is a strong fit at a more junior or senior level to what is outlined here, we will assess them accordingly and apply the appropriate salary range during the hiring process. The range for this specific role is from $85,000 to $90,000 depending on experience. Salary is augmented with opportunity to earn annual bonus and medical/dental/vision benefits, PTO, company paid life insurance and a generous 401k match program. Details on benefits can be found here: https://pluribusdigital.com/content/join/benefits.