Functional 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, or email) 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 7AM to 3PM Eastern Time.

Requirements

• Strong oral and written communications.
• Customer centric mindset, including the ability to communicate technical information in a clear, non technical way.
• Experience working with ticketing systems (ServiceNow, Remedy, Jira, or similar).
• Comfortable working in a fast-paced environment with shifting priorities.
• 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, 7AM to 3PM Eastern Time.

Qualifications

• To be successful in this role, candidates should have strong oral and written communications.
• A customer-centric mindset, including the ability to communicate technical information in a clear, non-technical way.
• Experience working with ticketing systems (ServiceNow, Remedy, Jira, or similar).
• Comfortable working in a fast-paced environment with shifting priorities.
• Proactive problem-solving skills 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, 7AM to 3PM Eastern Time.

Skills

• Momentum SQL knowledge.
• One to two years of help desk, customer service, and support experience with problem-solving involving hardware, software, and/or networks.

Benefits

CGI Federal offers competitive compensation, comprehensive insurance options, matching contributions through the 401(k) plan and the share purchase plan, paid time off for vacation, holidays, and sick time, paid parental leave, learning opportunities and tuition assistance, wellness and well-being programs, and reasonable accommodations to qualified individuals with disabilities. CGI also 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. We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members. All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. Dependent upon role and/or federal government security clearance requirements, and in accordance with applicable laws, some background investigations may include a credit check. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.