Business Analyst – Customer Support

🕒 3 days ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Business Analyst

👻 Ghost score 10%

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Koniag Government Services

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1975

🏛️ Government

🎖️ Defense

💼 Consulting

Government • Defense • Consulting

Koniag Government Services is an Alaska Native Corporation (ANC) that provides technical, professional, and operational expertise to the U. S. public sector. KGS supports Defense & Intelligence, Federal Civilian, and Health customers with enterprise solutions, professional services, and operations management, and emphasizes mission-focused outcomes, contracting speed (ANC direct awards), and strategic/technology partnerships. The company positions itself as a mission partner delivering people, technology, and program management to government customers.

📋 Description

• Serve as the first point of contact for users experiencing issues with automation solutions, providing timely and professional support • Triage, document, and track incidents using a ticketing system • Communicate with users to understand problems, gather relevant information, and provide status updates • Collaborate with developers and automation engineers to relay user feedback and support testing or validation of fixes • Identify trends in user-reported issues and recommend process or documentation improvements • Develop, schedule, and distribute user communications including release notes, outage notifications, newsletters, and announcements • Craft clear, engaging, non-technical messaging for varied stakeholder audiences • Track engagement and feedback to refine communication approaches • Maintain and update the team’s SharePoint sites • Publish and manage support documentation, knowledge base articles, FAQs, and training resources on SharePoint • Assist in gathering and documenting basic business requirements or user feedback • Maintain and update support documentation, knowledge base articles, and FAQs

🎯 Requirements

• Associate’s or Bachelor’s degree in Information Technology, Business, or related field or equivalent combination of education and experience • 2+ years of experience in a help desk, technical support, or customer service role supporting enterprise applications • Experience documenting and tracking issues within a ticketing system • Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users and craft clear user-facing messaging • Customer-focused mindset with solid problem-solving and troubleshooting skills • Ability to quickly learn and understand how automation solutions function across multiple platforms • Ability to prioritize and manage multiple support requests and communications tasks in a fast-paced environment • Experience maintaining and updating SharePoint sites, pages, and content • Basic ability to gather and document user requirements or feedback to support process improvements • Strong attention to detail in documentation, communications, and incident tracking • Ability to work both independently and collaboratively with technical teams • Ability to obtain a Secret clearance

🏖️ Benefits

• medical, dental, and vision insurance • 401(k) retirement plan • paid time off • paid parental leave • life and disability insurance • flexible spending accounts • commuter benefits • tuition reimbursement

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