Hiring for Business Analyst

4 weeks ago

Gaithersburg, United States Kuraray America , Inc. Full time

GBS Dakota IT (www.gbsdakota.com), an 8(a) joint venture between two small businesses, GBS Solutions Corporation (GBS) and Dakota Consulting, Inc. GBS (www.gbssol.com) is a 100% Minority Owned Small Business, SBA 8(a) Certified, Small Disadvantaged Business (SDB) that provides superior technical and analytical personnel who are proficient in research, analysis, and training. Dakota (www.dakota-consulting.com) delivers the highest quality, innovative business, and technical solutions. Together, our team delivers cost-effective, world-class IT and business solutions that consistently exceed customer expectations in all areas.

We are actively recruiting for a Business Analyst - Level I to support the IT and Financial Service Desk support services program of the National Institute of Standards and Technology's (NIST) Office of Information Systems Management (OISM) Customer Access and Support Division (CASD). The place of performance for this position will be on-site at NIST headquarters in Gaithersburg, Maryland. Public Trust Clearance Required. Job

Functions

ö Requires the ability in a multitask fast environment ö Provide phone, email, and ticket support to customers. ö Responsible for entering tickets accurately and promptly into ServiceNow following SOPs in a fast pace and complex environment. ö Attention to detail is required to quickly review and analyze tickets to understand the correct ticket type and action. ö Accurately communicate with customers and document tickets with an overview of interaction with a description and the necessary action to complete the request or resolve an issue. ö Correctly route tickets to teams following SOP and Knowledge Base articles ö Advises and assists customers in problem-solving activities using information center tools and knowledge base articles to resolve problems. ö Possess functional knowledge and understanding of Business Systems and Travel Management applications and services to deliver solutions to customer inquiries on current and future applications, emphasizing products in production. ö Recommends process changes to integrate with existing processes. ö Under general direction, formulates and defines systems scope and objectives based on customer needs and a good understanding of applicable business systems. ö Participate in training to learn new services and processes in continuous improvement efforts related to customer experience. ö Monitor queues to meet SLAs ö Perform daily ticket follow-up and document updates to drive the following action or closure. ö Maintain a 20-second answer time and 5 to 7-minute talk time to meet and maintain team service level metric goals. Experience

Requirements

ö At least one year of experience as a business analyst: Working in a service desk/call center environment with the ability to answer calls and work tickets in the required time and maintain an average talk time to meet SLA and service level metrics. Reconcile financial data and Can review and analyze data to understand which action is Outgoing, confident, patient, and has a solid virtual and in-person presence/professional tone of voice to fit the role of a Service Desk Business Analyst supporting customers in the financial and/or accounting discipline and application function support. Apply standard operating procedures or known Provide customer support and enter accurate and prompt information in a request/incident tracking application. Provide customers instructions and one-on-one education on business/financial products and services. Know Government accounting and travel management Use sound judgment while working independently of the team and maintain Writing knowledge base articles ServiceNow Skills and

Abilities

ö Maintain accuracy in a fast-paced environment required. ö The ability to analyze data for understanding is a must. ö MS Office Suite software (Word, Excel, PowerPoint, Access). ö Know government accounting and travel applications. ö Be Initiative driven with the ability to work independently with efficiency as well as effectively with other team members and always maintain a professional demeanor with good character. ö Must be detailed and deadline oriented. Excellent customer care skills and abilities-effective verbal, written, and listening communication skills are necessary. Education / Certification

Requirements

ö Associate Degree ö HDI Support Center Certification ö Public Trust security clearance

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