Business Analyst/Help Desk Support
New
J
JobgetherFederal Digital Services
Based in United StatesFull-TimeMiddle
Salary85,000 - 110,000 USD per year
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Job Details
- Required Skills
- PythonSQLAgileSharePointRGitHub
Requirements
- Bachelor’s degree is required.
- Experience working across technical and non-technical teams, with the ability to translate business or user needs into clear technical information and vice versa.
- Strong written and verbal communication skills, with a demonstrated ability to produce clear, useful, and accessible documentation.
- Experience developing training materials, self-service resources, user guides, FAQs, or similar support content.
- Familiarity with SharePoint and GitHub.
- Experience or exposure to SQL, Python, or R is a plus.
- Familiarity with Human-Centered Design principles is advantageous.
- Comfortable working in an Agile environment and collaborating with distributed teams.
- Strong problem-solving skills and a genuine willingness to help users navigate and resolve challenges.
- Highly organized, responsive, and capable of managing multiple requests and priorities in a fast-moving environment.
- Comfortable communicating through written documentation, virtual meetings, and direct conversations with users and technical teams.
- Able to learn new tools and processes quickly and work effectively in a remote, collaborative environment.
Responsibilities
- Serve as a key connector between product teams, engineers, and end users by triaging requests, resolving issues, communicating updates, and ensuring problems reach the appropriate stakeholders.
- Receive and respond to requests for assistance or information promptly, professionally, and with clear, user-friendly communication.
- Investigate user issues, coordinate technical escalations, and follow each issue through to resolution while keeping affected users and teams informed.
- Create and maintain practical training materials, step-by-step guides, FAQs, documentation, and video tutorials that enable users to resolve common questions independently.
- Build, organize, and maintain self-service knowledge resources using SharePoint and GitHub.
- Translate technical concepts and requirements between technical and non-technical audiences, helping product and engineering teams better understand user needs.
- Support configuration, setup, and other operational tasks as needed to ensure smooth user and program experiences.
- Identify recurring issues and opportunities to improve support processes, documentation, workflows, and overall service efficiency.
- Work collaboratively within an Agile environment and contribute to a culture of transparent communication, continuous improvement, and user-centered problem solving.
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