Note: The job is a remote job and is open to candidates in USA. ICF is a rapidly growing consulting company seeking a Business Analyst to support the Department of Defense Child and Youth Programs project. The role involves collaborating with internal experts to ensure system functionality aligns with user needs, translating business requirements into actionable specifications, and providing technical support for the web-based application.
Responsibilities
- Support all aspects of our IT delivery lifecycle including requirements, design, testing and delivery of web-based tools, though primary function will focus on requirements, design and implementation
- Engaging with end-users to understand business needs to develop and document requirements
- Developing technical documents in support of the integration of multiple applications and development of new application features
- Communicating with multiple teams to ensure requirements are clear and well understood from a functional and technical perspective
- Review, respond to, and resolve IT support and service requests submitted via email
- Ensure accurate tracking and closure of support tickets and provide timely resolution of incoming support requests via phone or email
- Provide technical end-user support, including researching user complaints, researching issues, answering technical questions, and/or assisting with application revisions
- Logging incoming requests/work in team tools (Jira/Confluence, Smartsheet or Zendesk)
- Communicating with the team about the status of work
Skills
- Bachelor's Degree
- 1+ years of experience working on web and/or software development teams
- 1+ years of technical/IT helpdesk experience
- Ability to apply critical thinking with excellent problem solving skills
- Ability to provide superior service to a variety of stakeholders
- Technical and customer service orientation
- Excellent verbal and written communication skills
- Excellent analytical skills and understanding of IT technologies
- Experience with cross-functional collaboration and excellent stakeholder communication skills
- Ability to handle confidential information with tact and maturity
- US Citizen or Permanent Lawful Resident (Green Card Holder)
- Must be able to obtain and maintain a Public Trust
- MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.), as this work is for a federal contract and laws do apply
- Experience in Help Desk support government portals
- Prior experience working across multiple contractor/stakeholder environments
- Experience with remote support tools is a plus
- Excellent analytical and problem-solving skills
- Ability to work independently and within one or more teams with excellent time management, organizational, and reporting skills
Benefits
- Flexible work location
- Generous vacation and retirement plans
- Comprehensive health benefits
- Ongoing training and development opportunities
- Friendly community with lots of social events
- Participation in charity initiatives
- Employee support program
Company Overview
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