Business Analyst

GovCIO is currently hiring for a remote Business Analyst to support the EPA.

This position is within the United States and is fully remote.

• As part of the EPA ESSET team, provide Tier 1/2 Help Desk Support for the EPA Next Generation Grant System
• Master all aspects of User Roles and Use Cases for the EPA Next Generation Grant System; this includes KB articles, SOPs, and related training documentation
• Open and actively manage ServiceNow helpdesk tickets
• Escalate high priority issues reported using established guidelines & policies for ESSET and NGGS workstreams
• Investigate issues and test reported issues to assist in root cause analysis, diagnosis, and remediation activities
• Provide written status and analysis to date in a clear, concise manner
• Leveraging your mastery of User Roles and Use Cases, as well as current and approved SOPs and KB articles, coordinate directly with users to troubleshoot issues and/or collect information to assist the testing and development teams through resolution
• Effectively communicates step-by-step solutions to end-users
• Actively manage NGGS tickets and end user request inbox
• With direction and prioritization from the Tier 3 NGGS lead, manage ticket queue for all reported issues
• Quickly understand the client’s business issues and data challenges
• Support the creation and maintenance of Standard Operating Procedures and other knowledge management materials
• Run daily checks and test applications on NGGS and related systems per the SOPs.
• Create and manage ServiceNow reports used to track and report NGGS activities and trends to upper management
• Communicate both written and orally with the project team and the client about technical and end user issues
• Support testing activities as needed (UAT, DR exercises, etc.)
• Support meetings with Customer and Business POCs

• Support the creation and maintenance of training materials (User Guides, Adobe Captivate videos, Job Aids, etc.)