Customer Support Analyst (Remote)

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).
• Aid users in understanding cloud data environments, common tools, DevTest data access, and workspace functionality.
• Cook 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.

Qualifications

• Required Skills and Experience:
  • 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.
• Preferred Skills And Experience:
  • 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.

Clearance Required

• Ability to obtain and maintain a suitability/Public Trust

Pay

Posted Salary Range: USD $110,000.00 - USD $130,000.00 /Yr.