Business Analyst

About the role

CGI Federal is seeking a business analyst to join a growing and dynamic program providing client-facing production support and service desk support to a large multi-agency Momentum environment.

Responsibilities

• Provide quality customer support for all incoming inquiries (via ticket, call, chat, email or in person) for agency Momentum related issues or requests.
• Perform analysis to review client issues and defects.
• Determine and implement innovative solutions to meet or exceed client expectations.
• Participate in meetings internally and with client stakeholders to understand issues and challenges; identify recommendations.
• Support testing of defects for software builds and releases.
• Resolve day-to-day production requests and issue accurate, grammatically correct analysis and resolution responses within the expected window.
• Provide quality client support by promptly responding to inquiries and questions and by behaving in a professional and courteous manner at all times.
• Work closely with the internal team members, product owners, and agency staff to address reported issues and concerns into workable solutions.
• Develop deep Momentum application knowledge, to include its operating environment and its external dependencies.
• Monitor and report on any identified or incoming changes and assist in identifying potential impacts.
• Remain current on all new Momentum processes and procedures.
• Provide production support and other supplemental support as requested by the agency Help Desk, Monday – Friday, from 8AM to 4PM Eastern Time.
• Be willing to provide after hours and weekend support on special occasions to support Momentum projects and application releases.

Requirements

• Strong oral and written communications.
• Proactive problem solver with an analytical mindset.
• Able to work closely and effectively within a team environment.
• Able and willing to follow established processes accurately.
• Able and willing to learn new concepts quickly and apply that knowledge to other similar issues appropriately.
• Familiar with basic Information Technology (IT) concepts and disciplines.
• Able to work within a team setting while demonstrating self sufficiency and independence.
• Results oriented and self motivated to succeed and evolve skills (continuous improvement).
• Able and willing to work from Monday – Friday, 8AM to 4PM Eastern Time.
• 3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and/or networks.

Qualifications

• To Be Successful In This Role: Strong oral and written communications. Proactive problem solver with an analytical mindset. Able to work closely and effectively within a team environment. Able and willingness to follow established processes accurately. Willing and able to learn new concepts quickly and apply that knowledge to other similar issues appropriately. Familiar with basic Information Technology (IT) concepts and disciplines. Able to work within a team setting while demonstrating self sufficiency and independence. Results oriented and self motivated to succeed and evolve skills (continuous improvement). Able and willing to work from Monday – Friday, 8AM to 4PM Eastern Time. 3-5 years help desk, customer service, and support experience with problem solving involving hardware, software, and/or networks.

Skills

• Experience with: Momentum Accounting / GAAP knowledge SQL knowledge

Benefits

CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned.

Pay

To support the ability to reward for merit based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $56,600.00 $139,300.00.

Schedule

This position is located in our Lebanon, VA office; however, a hybrid working model is acceptable. Your future duties and responsibilities include: Provide quality customer support for all incoming inquiries (via ticket, call, chat, email or in person) for agency Momentum related issues or requests. Perform analysis to review client issues and defects. Determine and implement innovative solutions to meet or exceed client expectations. Participate in meetings internally and with client stakeholders to understand issues and challenges; identify recommendations. Support testing of defects for software builds and releases. Resolve day to day production requests and issue accurate, grammatically correct analysis and resolution responses within the expected window. Provide quality client support by promptly responding to inquiries and questions and by behaving in a professional and courteous manner at all times. Work closely with the internal team members, product owners, and agency staff to address reported issues and concerns into workable solutions. Develop deep Momentum application knowledge, to include its operating environment and its external dependencies. Monitor and report on any identified or incoming changes and assist in identifying potential impacts. Remain current on all new Momentum processes and procedures. Provide production support and other supplemental support as requested by the agency Help Desk, Monday – Friday, from 8AM to 4PM Eastern Time. Be willing to provide after hours and weekend support on special occasions to support Momentum projects and application releases.