Support Analyst

Position Purpose

Primary Duties & Responsibilities

• Provide application support by phone, email, web form, chat, or approved ticketing system.
• Help users with account registration, access, navigation, data entry, and submission workflows.
• Manage support tickets from intake through resolution or escalation, keeping records current.
• Troubleshoot routine application problems and document steps to reproduce reported errors.
• Track assigned tickets against service-level expectations and flag urgent or overdue issues.
• Support the maintenance of FAQs, knowledge articles, troubleshooting guides, and SOPs to help resolve common questions.
• Communicate approved information about maintenance, outages, application changes, and known issues.
• Review ticket trends, feedback, and support metrics to identify recurring problems.
• Share user issues with product and development teams and recommend practical improvements.
• Help validate fixes by confirming whether reported user problems have been resolved.
• Support user onboarding and follow security, privacy, accessibility, and customer-service procedures.

Minimum Qualifications

• Bachelors degree or equivalent combination of education and relevant professional experience.
• Experience troubleshooting web applications and helping users complete business processes.
• Experience managing requests in a ticketing or case-management system.
• Ability to investigate issues, document findings, and coordinate escalations.
• Strong customer service, communication, and problem-solving skills.
• Ability to explain technical issues clearly and handle information securely.

Preferred Qualifications

• Experience supporting CMS, HHS, federal digital services, or healthcare technology.
• Experience supporting enterprise web applications, electronic forms, or reporting systems.
• Familiarity with authentication, user roles, and secure access procedures.
• Experience with Jira, ServiceNow, Salesforce, or similar support platforms.
• Experience working with Agile development and testing teams.
• Experience using help desk metrics to improve support.