Help Desk Analyst – HIOS

Job not on LinkedIn

🔥 15 hours ago

🇺🇸 United States – Remote

💵 $85k - $90k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Pluribus Digital

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Pluribus Digital is a company that builds modern digital products for public service missions. They work on impactful projects such as helping the USCIS modernize interactions related to citizenship applications, publishing open data through APIs for the FDIC, and supporting the growth of Login. gov, all aimed at enhancing security and transparency. As digital services consultants, Pluribus Digital focuses on product design, development, and delivery, using modern practices in technology including application development, DevSecOps, cloud engineering, data engineering, and analytics. Their mission is to enable governmental and public service organizations to focus on their core missions by providing technological support and solutions.

📋 Description

• Monitor the CMS ServiceNow queue and shared Insurance Insight/Insurance Oversight mailbox • Review, prioritize, assign, and respond to incidents, service requests, and customer inquiries • Investigate and resolve Tier 2 issues involving website functionality, system processes, user submissions, and HIOS operations • Escalate complex issues to Tier 3 development, integration, infrastructure, database, security, and other technical personnel • Create and maintain Jira tickets linked to originating ServiceNow records • Coordinate support with CMS technical leads and HIOS product, engineering, and operational teams • Gather, document, and analyze business requirements, user needs, system functionality, operational processes, and performance information • Translate operational needs into documentation for technical and non-technical audiences • Analyze ticket trends, resolution patterns, aging, and recurring problems • Recommend process and system improvements • Contribute to problem management, system enhancement, and continuous service improvement • Develop knowledge-base articles, troubleshooting guides, response templates, and process documentation • Provide users with troubleshooting guidance and timely issue updates • Prepare and distribute CMS-approved stakeholder communications using Salesforce Marketing Cloud or designated tools • Prepare ticket-trend, utilization, and Helpdesk status reports for weekly program meetings • Communicate material incidents, recurring issues, trends, and service impacts to leadership and stakeholders • Maintain accurate information across ServiceNow, Jira, email, requirements documentation, test records, and communications • Reproduce issues, troubleshoot defects, and verify resolutions • Document test results, defects, validation outcomes, and supporting evidence • Support regression testing, user acceptance testing, and post-deployment validation • Work cross-functionally to improve the HIOS system and user experience

🎯 Requirements

• 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 with ticketing or service management tools such as Jira and/or ServiceNow • Strong analytical and problem-solving skills • Experience gathering, documenting, and analyzing business requirements • Understanding of software testing principles and ability to create and execute test scenarios • Strong written and verbal communication skills, including communicating technical information to non-technical audiences • Ability to work effectively with 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: experience supporting web-based applications or enterprise systems • Preferred: experience with Salesforce • Preferred: experience working in an Agile/Scrum environment • Preferred: experience facilitating or participating in Scrum ceremonies • Preferred: experience with data analysis, process improvement, or systems analysis • Preferred: experience working with CMS or other regulatory/government stakeholders

🏖️ Benefits

• Annual bonus opportunity • Medical benefits • Dental benefits • Vision benefits • Paid time off (PTO) • Company-paid life insurance • Generous 401(k) match program • Calm, non-workaholic company culture • Mission-driven work serving the public good • Diversity-focused workplace