Business Analyst / Customer Service Analyst - Remote

Overview

We are seeking a Business Analyst / Customer Service Analyst to support enhancements and customer inquiries related to a ServiceNow grants management solution. This position plays a dual role: providing outstanding customer support for a ServiceNow application hosted on the Government Community Cloud (GCC), and serving as a functional analyst supporting minor enhancements and system improvements.

In Short

• Serve as the primary point of contact for end-users of Regional Engines ServiceNow and Qualtrics applications.
• Respond to incidents, troubleshoot user issues, and escalate complex problems in collaboration with the OCIO and external support teams.
• Deliver remote deskside training and develop customized training materials (manuals, guides, videos).
• Create and maintain Knowledge Base Articles, job aids, and FAQs accessible to both internal and external users.
• Support ad hoc reporting and analytics requests from NSF staff and contractors.
• Maintain real-time dashboards showing ticket trends, SLA metrics, and performance indicators.
• Document and implement daily operating plans and escalation procedures to support customer service operations.
• Lead or participate in requirements gathering sessions with stakeholders and application users.
• Translate business needs into clear and actionable user stories, acceptance criteria, and process flows.
• Facilitate and deliver system demonstrations to validate functionality and obtain feedback.

Requirements

• 3+ years of experience in a Business Analyst, Functional Analyst, or Application Support role within federal or public sector IT environments.
• Experience supporting and documenting ServiceNow platform solutions, including workflow-based applications.
• Demonstrated ability to gather requirements, write user stories, and define acceptance criteria.
• Experience in troubleshooting and escalating incidents within ITIL-based service frameworks.
• Strong communication skills with a proven ability to interact effectively with both technical teams and business stakeholders.

Benefits

• Competitive salary and benefits package.
• Opportunity to work with cutting-edge technology.
• Supportive team environment.
• Professional development opportunities.
• Flexible work arrangements.