Note: The job is a remote job and is open to candidates in USA. GovCIO is seeking a Customer Support Analyst to support Veterans Affairs (VA) Data Modernization initiatives. This role plays a critical part in enabling rapid onboarding, improving customer intake processes, and providing high-quality support for users accessing modern data platforms.
Responsibilities
- Serve as the primary “front door” for VA Data Modernization customer support, ensuring a smooth and responsive user experience
- Manage ticket intake, triage, classification, and routing to appropriate technical teams
- Support rapid onboarding by guiding users through the new self-service intake process and mapping them to appropriate pre-created workspaces
- Provide access and provisioning support, including validating NDS privileges for fast-track users
- Track, monitor, and manage tickets in alignment with established service-level agreements (SLAs)
- Document and maintain intake workflows, SOPs, troubleshooting guides, and onboarding process overviews (DevTest through Production)
- Assist users in understanding cloud data environments, common tools, DevTest data access, and workspace functionality
- Coordinate with Databricks SMEs and Summit Customer Enablement teams for white-glove support and post‑provisioning engagement
- Identify blockers and inefficiencies within the intake or support process and escalate improvement opportunities
- Provide timely updates to users regarding ticket status, system access, known issues, and maintenance events
- Support common-use-case provisioning and ensure required resources (service principals, access configs, linked services, mount points, catalogs) are ready prior to handoff
- Maintain knowledge of platform navigation resources, including guides for platform data, onboarding instructions, and policies
- Ensure exceptional customer service by listening to user needs, resolving issues promptly, and providing clear, helpful communication
Skills
- Bachelor's degree in information technology, Engineering or a related field plus 10 years experience. (or commensurate experience)
- 8 years of experience in business analysis, project management, or a similar role
- Strong troubleshooting, problem‑solving, and analytical abilities
- Experience supporting user onboarding and access provisioning workflows
- Familiarity with IT service management (ITSM) platforms such as ServiceNow
- Excellent communication, customer service, and interpersonal skills
- Ability to document processes clearly and maintain up‑to‑date knowledge articles
- Experience working in fast‑paced environments with SLAs and ticket management expectations
- Experience supporting federal agencies, particularly Veterans Affairs (VA)
- Knowledge of NDS (National Data Systems), CDW, and VA data governance principles
- Familiarity with cloud environments, data platforms, or tools such as Databricks
- Experience with onboarding workflows for DevTest and Production environments
- Understanding of service principals, workgroup personas, access controls, and provisioning processes
- Experience with SharePoint, Jira, or additional ITSM tools
- Background in data analytics environments or enterprise data platforms
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