Systems Analyst

Summary

Join KeenLogic as a Mid Systems Analyst in a remote, full-time position based in Alexandria, VA. This role involves analyzing client business applications and data, troubleshooting malfunctions, and providing technical support. You will communicate with clients and internal teams, documenting issues and coordinating resolutions. The position requires a Bachelor's degree and 3+ years of experience in business application support, along with proficiency in Windows OS, MS Office, and customer service. Strong troubleshooting and communication skills are essential. This role offers the opportunity to work remotely and contribute to a collaborative team environment.

Requirements

• Bachelors and 3 years’ experience
• 3+ years of experience providing phone and/or in-person support for business application (Analysis, Diagnosis, Remediation, Testing, Performance Analysis)
• 3+ years of experience with standard Windows OS applications and MS Office applications
• 3+ years of customer service experience
• 1+ years of Requirements Definition/Analysis

Responsibilities

• Analyze client business applications and data to recognize, correct, and/or report malfunctions to appropriate personnel
• Identify and capture relevant data related to the issue to assist Tier III engineers when items need to be escalated
• Communicate with employees and contractors; displaying strong customer service skills, using professionalism, tact and diplomacy at all times in order to answer support calls; and coordinate with vendors on items that need to be escalated to Tier III support
• Experienced understanding functions of the help desk system in order to enter customer-reported problems and requests for service into a call support database as part of daily tasks
• Highly proficient in identifying error messages and conditions in order to troubleshoot routine and recurring problems with customer's business applications
• Understand, analyze, and become proficient with custom business applications to be able to assist both client users and client customers with training (How do I do…) and issues (break/fix/performance issues) for these applications
• Assist clients to resolve complex technical problems with account /applications
• Log, track, and follow-up with clients to ensure inquiries were resolved through Siebel ticketing
• Assist the team with taking help desk calls, emails, and support to team members as needed
• Act as liaison between clients and support groups in resolving issues
• Communicate issues and concerns with team leads and other support groups
• Provide Tier I/II Support for custom business applications (Diagnosis/Remediation, Access (password) Setup/Unlock/Reset, Application Install/Removal, Performance Tuning)
• Document tickets providing detailed information that can be handed off to the agency Tier III team
• Perform help desk support for a variety of office automation, telecommunications, and visual information hardware and software
• Setup new user accounts with enterprise email
• Suggest articles for knowledge base to assist other technicians and clients alike, to improve help desk efficiency
• Participate in Problem Management for repetitive error conditions and messages and respond to the customer accordingly
• Coordinate customer reported outages of networks and systems with the supervisor in order to get a notification out to the customers and get immediate action started by the appropriate specialist
• Candidates may be asked to provide input into Knowledge Management systems or provide application requirements for system enhancements

Preferred Qualifications

• ITIL Service Management
• Business Application Training
• User Acceptance Testing
• Troubleshooting experience

Benefits

Remote and full-time, Monday-Friday