User Support Analyst

Overview

We are seeking an experienced help desk professional that will support a variety of users with complex problems related to account management, data access, data submission and validation, as well as provide oversight to a team to provide customer support, ticket tracking and resolution, and coordination with the entire operations team. This position is fast-paced and requires excellent organizational, problem solving, communication and follow-through skills.

Responsibilities

• Manage the CADE User Support phone and email and assist with resolution of user identified issues, document and track all Help Desk tickets and ensure timely resolution
• Become a subject matter expert in the CADE system user roles, application workflows, tools (cPet), business rules, database structure, and security features
• Provide account management support for new user requests, account renewals, and data access permissions for support contractors
• Troubleshoot user issues with CSDR Planning or Submission and Validation workflow issues; identify issues with standard submission formats, validation errors, and planning workflow metadata, voting, and access requests
• Work with the Cost Assessment Data Enterprise (CADE) leadership and cost community stakeholders to identify operational and application requirements
• Provide user support to DoW Analysts searching and exporting data into analysis-ready formats
• Review current system workflows and analyst roles to identify opportunities for increased efficiencies
• Document requirements and create feature documents to inform the CADE software development team of the system specifications, business rules, design constraints
• Develop test plans, perform software regression testing, and document all results for the CADE software development team and the CADE Help Desk
• Communicate with CADE leadership regarding test results and changes to the end-product requirements

Skills Required


We are seeking highly motivated individuals with a strong work ethic to support Department of War (DoW) projects. Successful candidates will have:

• Excellent communication
• Research, and analytical skills in addition to the following:
• Between 1 and 3 years of experience in identifying, prioritizing, and implementing software system requirement specifications
• Proficiency in Microsoft Office (Excel, Word, Access, PowerPoint, Project)
• Secret level security clearance required

Additional relevant experience desired for applicants includes:

• Customer support and communication
• Knowledge of DoW Cost and Software Data Reporting (CSDR) reporting (i.e., Cost and Software Data Report (CSDR))
• Cost data collection, validation and normalization techniques
• Knowledge of Cost and Relational Databases
• Proficiency in MS Office products
• Detail-Oriented
• Ability to read, understand, and decipher Non-Disclosure Agreements (NDAs)

Education

Bachelor's degree required, preferably in math, engineering, business, or the sciences.