Job Description :
Role : Service Desk Analyst
Location : Bethesda, MD
Duration : 3-6 Months to hire (C2H)
Experience : 5+ Years
Clearance : Public Trust Clearance.
Primary Skills : Service Desk, Federal Grants, BMC (Numara) Footprints

JOB DUTIES AND RESPONSIBILITIES:
Triage problems, document triage methodology, train team members.
Troubleshoot, and analyze business application issues accurately in a high paced environment.
Use methodologies and scripts provided by developers or other technical staff to perform data
fixes and other tasks that require special privilege.
Maintain accurate information and timely updates using the ticketing system, BMC (Formally
Numara) Footprints.
Create and maintain business application knowledge base and other documents / scripts to support the team mission.
Develop best practices, make process improvement recommendations.
Work with application developers to document changes to applications and provide training / documentation to team members on upcoming changes.
Advocate the customers best interest.
Understand and act on priority issues.
Escalate trends to manager.

EXPERIENCE, KNOWLEDGE, AND SKILL REQUIREMENTS:
Experience with Federal Grants process and systems is a plus
Prior customer and end-user support experience supporting business applications required.
Must have excellent communications skills.
Must have knowledge and understanding of the System Development Life Cycle (SDLC
Excellent problem solving and analysis skills with the ability to effectively troubleshoot and resolve or escalate problems.
Prior experience working with Footprints desired but must have experience with other ticketing system and Help Desk tools.
Ability to identify and utilize relevant resources to provide customers with information and resolution.
Experience working within the National Institutes of Health a plus.
Must be able to pass a background investigation and qualify for a Public Trust clearance.

EDUCATION AND TRAINING REQUIREMENTS:
Bachelor’s degree preferred
3-5 years of customer support experience providing functional support is preferred