Business Analyst/ Customer Service Analyst (262)

Description

OVERVIEW

We are seeking a Business Analyst / Customer Service Analyst to support of a enhancements and customer inquiries related to a ServiceNow grants management solution. This position plays a dual role: providing outstanding customer support for a ServiceNow application hosted on the Government Community Cloud (GCC), and serving as a functional analyst supporting minor enhancements and system improvements.

The ideal candidate will have a strong foundation in business analysis, be adept at working with both end-users and technical teams, and be proactive in gathering requirements, managing documentation, performing demonstrations, and ensuring high levels of user satisfaction and application performance.

ROLES AND RESPONSIBILITIES

• Serve as the primary point of contact for end-users of Regional Engines ServiceNow and Qualtrics applications.
• Respond to incidents, troubleshoot user issues, and escalate complex problems in collaboration with the OCIO and external support teams.
• Deliver remote deskside training and develop customized training materials (manuals, guides, videos).
• Create and maintain Knowledge Base Articles, job aids, and FAQs accessible to both internal and external users.
• Support ad hoc reporting and analytics requests from NSF staff and contractors.
• Maintain real-time dashboards showing ticket trends, SLA metrics, and performance indicators.
• Document and implement daily operating plans and escalation procedures to support customer service operations.
• Lead or participate in requirements gathering sessions with stakeholders and application users.
• Translate business needs into clear and actionable user stories, acceptance criteria, and process flows.
• Facilitate and deliver system demonstrations to validate functionality and obtain feedback.
• Collaborate with developers and the OCIO team on backlog grooming and enhancement planning.
• Support configuration management efforts by documenting changes and aligning with agency policies.
• Track application performance and provide input on improvement opportunities based on user feedback.
• Assist with UAT planning, coordination, and execution, including creating test cases and validating results.
• Perform other duties as assigned

MINIMUM QUALIFICATIONS

• 3+ years of experience in a Business Analyst, Functional Analyst, or Application Support role within federal or public sector IT environments.
• Experience supporting and documenting ServiceNow platform solutions, including workflow-based applications.
• Demonstrated ability to gather requirements, write user stories, and define acceptance criteria.
• Experience in troubleshooting and escalating incidents within ITIL-based service frameworks.
• Strong communication skills with a proven ability to interact effectively with both technical teams and business stakeholders.

EDUCATION AND CERTIFICATIONS

• Bachelor's Degree or equivalent years of experience

PREFERRED QUALIFICATIONS

• Experience supporting applications on the ServiceNow Government Community Cloud (GCC).
• Experience with Qualtrics or similar survey tools and integrations with ServiceNow.
• ServiceNow System Administrator (CSA) or ITIL Foundation certification.
• Experience facilitating system demos, backlog grooming, and enhancement planning sessions.
• Familiarity with Agile or hybrid Agile delivery methodologies in public sector environments.
• Proficiency with report generation tools or dashboards in ServiceNow or equivalent platforms.

SECURITY CLEARANCE

• Ability to obtain and maintain a Public Trust
• Pursuant to a government contract, this position requires U.S. Citizenship.

Equal Opportunity Employer, including disability and veterans.