Customer Service Analyst (Tier 1)
New
T
Tria FederalFederal healthcare IT
100% Remote within the United StatesFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- One or more years of proven experience in an IT service desk and customer service environment.
- Required Skills
- JiraAgile methodologiesCustomer serviceConfluenceServiceNow
Requirements
- Ability to obtain a U.S. Federal Position of Trust clearance designation.
- Bachelor’s degree or two years of equivalent experience in a related field.
- At least one year of proven experience in an IT service desk and customer service environment.
- Previous experience on a Federal Service Desk project is an additional qualification.
- Experience with help desk ticketing systems and tools in a federal healthcare space, including the Centers for Medicare and Medicaid Services, is an additional qualification.
- ServiceNow knowledge or experience is a plus.
- Experience with cloud-based call center software, specifically CXone, is an additional qualification.
- Knowledge or experience with Agile methodologies in a Service Desk environment is an additional qualification.
- Experience with Atlassian tools such as JIRA and Confluence is an additional qualification.
- Ability to adhere to timelines and Service Level Objectives and manage incoming volumes.
- Ability to adapt to staffing requirements during established Help Desk hours.
- Excellent verbal and written communication skills.
Responsibilities
- Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk.
- Resolve incoming customer support requests involving system access, accounts, functionality, availability, and other inquiries.
- Review Help Desk inquiries promptly and work toward first-contact resolution.
- Follow Help Desk workflows for triage, research, and escalation.
- Track customer requests using a CMS-approved tool, ServiceNow.
- Notify customers about planned and unplanned outages, service disruptions, and reduced functionality.
- Collaborate with Help Desk leadership and other teams to communicate potential issues affecting support volumes.
- Support the development, management, and use of customer support scripts.
- Assist with preparing and maintaining standard operating procedures and protocols.
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