Customer Experience Analyst

3 weeks ago

Washington, United States Amivero Full time

Job Type

Full-time

Description

The Amivero Team

Amivero's team of IT professionals delivers digital services that elevate the federal government, whether national security or improved government services. Our human-centered, data-driven approach is focused on truly understanding the environment and the challenge, and reimagining with our customer how outcomes can be achieved.

Our team of technologists leverage modern, agile methods to design and develop equitable, accessible, and innovative data and software services that impact hundreds of millions of people.

As a member of the Amivero team you will use your empathy for a customer's situation, your passion for service, your energy for solutioning, and your bias towards action to bring modernization to very important, mission-critical, and public service government IT systems.

Special Requirements

  • US Citizenship Required to obtain DHS Public Trust
  • Active DHS Public Trust (Preferred)
The Gist...

Our Customer Experience Analyst will work with a team that will be responsible for providing human-centered design, data quality assurance, end- user and strategic support in order to rectifying process and systems gaps.

What Your Day Might Include...
  • Manages and responds to the ServiceNow system ticket for multiple web applications
  • Monitor needs for relative frequency of issues, recurring challenges, unresolved problems, and is able to provide related documentation, workflows, analyses, and information about the issues that users encounter.
  • Determine when you have reached a "dead-end" in troubleshooting and need to escalate an issue to your supervisor or other important stakeholders to resolve an issue.
  • Monitor incoming requests for instances in which guidance is available and provide such information and guidance in a timely fashion
  • Participate in user interviews and engages in quality assurance testing scenarios before new features or fixes are deployed.
  • Manage data reporting requests to ensure timely and accurate report creation
  • Drafts communications on recent feature enhancements, project rollout progress, and crafts communications blurbs, emails and newsletter materials to regularly update the user base.
  • Assist in the design and development of new, or revise existing manuals, guidance, and training materials on related applications for users
  • Regularly craft postings, announcements, Teams messages, and other public announcements about system usage
  • Monitor a queue of issues and resolve according to established rules, procedures, and policy Route issues as appropriate to subject matter experts and engineers.
  • Track open tickets and unresolved issues and provide RAIO staff with weekly updates
  • Manages and responds to email, Teams channels and direct messaging from users to answer web application user support requests.
  • Maintains user lists, POC reports, and other key stakeholder communication channels and distribution platforms and methods.
  • Troubleshoot enterprise systems and bugs.
  • Make recommendations for improvement and assist in implementation and testing of any changes
  • Consult with subject matter experts as appropriate to seek guidance and ensure all actions align with policy.
  • Communicate as appropriate with end users to gather information and share status.
  • Perform syntheses, analyses, and consolidate metrics around user support issues.
  • Engage in systematic study of workflow issues and other concerns arising from user challenges
  • Contribute to design working sessions, prototyping, journey-mapping, process-mapping, user interviews and other design-focused sessions
Requirements

You'll Bring These Qualifications...
  • Requires strong communication practices and willingness to be pleasantly persistent when seeking to resolve an issue, either with a user, or with individuals responsible for addressing an issue.
  • 3-5 years' experience in product management, business or case analysis, or a related practice


EOE/M/F/VET/DISABLED

All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Amivero complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

  • Management & Program Analyst

    1 month ago

    Washington, United States Vet Customer Experience (VCE) Full time

    Summary Multi-Channel Technology (MCT) is a directorate in the Veterans Experience Office (VEO). As part of its focus, MCT provides VA employees with up-to-date tools to better serve Veterans, their families and other stakeholders like medical providers and Veteran Service Organizations. MCT has a broad multi-year strategy to improve Veterans' secure...

  • Management & Program Analyst

    16 hours ago

    Washington, United States Vet Customer Experience (VCE) Full time

    Summary Multi-Channel Technology (MCT) is a directorate in the Veterans Experience Office (VEO). As part of its focus, MCT provides VA employees with up-to-date tools to better serve Veterans, their families and other stakeholders like medical providers and Veteran Service Organizations. MCT has a broad multi-year strategy to improve Veterans' secure...

  • Customer Experience Analyst

    3 weeks ago

    Washington, United States Amivero Full time

    Job Type Full-time Description The Amivero Team Amivero's team of IT professionals delivers digital services that elevate the federal government, whether national security or improved government services. Our human-centered, data-driven approach is focused on truly understanding the environment and the challenge, and reimagining with our customer how...

  • Customer Experience Analyst

    15 hours ago

    Washington, United States Amivero Full time

    Job Type Full-time Description The Amivero Team Amivero's team of IT professionals delivers digital services that elevate the federal government, whether national security or improved government services. Our human-centered, data-driven approach is focused on truly understanding the environment and the challenge, and reimagining with our customer how...

  • Data Analyst, Qualitative

    18 hours ago

    Washington, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionCVP is an award-winning healthcare and next-gen technology consulting firm recognized for excellence and innovation in the solutions we provide our clients across healthcare, national security, and the public sector. CVP seeks an experienced Qualitative Data Analyst to join our growing Health Research and Technology team.As a...

  • Data Analyst, Qualitative

    1 week ago

    Washington, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionCVP is an award-winning healthcare and next-gen technology consulting firm recognized for excellence and innovation in the solutions we provide our clients across healthcare, national security, and the public sector. CVP seeks an experienced Qualitative Data Analyst to join our growing Health Research and Technology team.As a...

  • Data Analyst, Quantitative

    1 week ago

    Washington, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionCVP is an award-winning healthcare and next-gen technology consulting firm recognized for excellence and innovation in the solutions we provide our clients across healthcare, national security, and the public sector. CVP seeks an experienced Quantitative Data Analyst to join our growing Health Research and Technology team.As a...

  • Analyst (College)

    2 hours ago

    Washington, United States Customer Value Partners Full time

    Job Description Job Description Are you looking to make an impact? CVP has a culture focused on success for clients and employees alike. Our employee programs include comprehensive onboarding, extensive training, a formal mentor program, robust affinity groups, and social activities, all aligned with CVP’s culture of teamwork, respect, and flexibility....

  • Analyst (College)

    5 days ago

    Washington, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionAre you looking to make an impact?  CVP has a culture focused on success for clients and employees alike. Our employee programs include comprehensive onboarding, extensive training, a formal mentor program, robust affinity groups, and social activities, all aligned with CVP’s culture of teamwork, respect, and flexibility....

  • Analyst (College)

    18 hours ago

    Washington, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionAre you looking to make an impact?  CVP has a culture focused on success for clients and employees alike. Our employee programs include comprehensive onboarding, extensive training, a formal mentor program, robust affinity groups, and social activities, all aligned with CVP’s culture of teamwork, respect, and flexibility....

  • Analyst (College)

    7 days ago

    Washington, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionAre you looking to make an impact?  CVP has a culture focused on success for clients and employees alike. Our employee programs include comprehensive onboarding, extensive training, a formal mentor program, robust affinity groups, and social activities, all aligned with CVP’s culture of teamwork, respect, and flexibility....

  • Privacy Analyst

    7 days ago

    Washington, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionCVP is seeking a Privacy Analyst to execute and support the implementation of a successful Cybersecurity program.Responsibilities: Assist in the management of privacy and security-related policies.Assist with compliance risk management activities – such as developing auditing, monitoring, and oversight processes related to...

  • Privacy Analyst

    2 days ago

    Washington, United States Customer Value Partners Full time

    Job DescriptionJob DescriptionCVP is seeking a Privacy Analyst to execute and support the implementation of a successful Cybersecurity program.Responsibilities: Assist in the management of privacy and security-related policies.Assist with compliance risk management activities – such as developing auditing, monitoring, and oversight processes related to...

  • Customer Support Analyst

    1 month ago

    Washington, United States SAIC Full time

    Job ID: 2406051-1240 **Location**:WASHINGTON, DC, US **Date Posted**:2024-04-29 **Category**:Information Technology **Subcategory**:Site Support **Schedule**:Full-time **Shift**:Day Job **Travel**:Yes, 10 % of the Time **Minimum Clearance Required**:Top Secret **Clearance Level Must Be Able to Obtain**:TS/SCI with Poly **Potential for Remote...

  • Customer Service Analyst

    4 weeks ago

    Washington, United States U.S. Department of Housing and Urban Development Full time

    ** Customer Service Analyst** **Department of Housing and Urban Development** **Location** 1 vacancy in the following location: + **Duties** The following are the duties of this position at the **GS-11**. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow...

  • Customer Service Analyst

    13 hours ago

    Washington, United States U.S. Department of Housing and Urban Development Full time

    ** Customer Service Analyst** **Department of Housing and Urban Development** **Location** 1 vacancy in the following location: + **Duties** The following are the duties of this position at the **GS-11**. If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow...

  • Business Systems Analyst W/jira Experience

    8 hours ago

    Washington, United States Harkcon, Inc. Full time

    NA-90 works to maintain, operate, and modernize NNSA infrastructure to enable program results. NNSA’s infrastructure protects global security through unique capabilities found nowhere else in the United States. These capabilities are threatened by deteriorating facilities built during the Manhattan Project and Cold War eras. MELE requires a Business...

  • Business Budget Analyst with PRISM Experience

    4 weeks ago

    Washington, United States H & R COMPUTER CONSULTING SERVICES Full time

    Job DescriptionJob DescriptionTitle: Business/Budget analyst .Client : FHFALocation: WASHINGTON DC,PRISM experience is a plus. Financial budget experience in government   Here is job description.  Candidate will be supporting the office of Business Operations BranchThe business operations support tasks focuses on assisting the Business Operations Branch...

  • Business Budget Analyst with PRISM Experience

    6 days ago

    Washington, United States H & R COMPUTER CONSULTING SERVICES Full time

    Job DescriptionJob DescriptionTitle: Business/Budget analyst .Client : FHFALocation: WASHINGTON DC,PRISM experience is a plus. Financial budget experience in government   Here is job description.  Candidate will be supporting the office of Business Operations BranchThe business operations support tasks focuses on assisting the Business Operations Branch...

  • Business Analyst with PRISM Experience

    2 weeks ago

    Washington D.c., United States H & R Computer Consulting Services Full time

    Title: Business/Budget analyst .Client : FHFALocation: WASHINGTON DC (Hybrid),  PRISM experience is a plus. Financial budget experience in government   Here is job description.  Candidate will be supporting the office of Business Operations Branch The business operations support tasks focuses on assisting the Business Operations Branch (BOB)...