[Hiring] Business Analyst @102 ICF Incorporated, LLC

Role Description

This role can be 100% remote, sitting anywhere within the continental US. The Business Analyst will support our Department of Defense (DoD) Child and Youth Programs (CYP) project by collaborating with internal subject matter experts and technical leads to ensure system functionality aligns with user needs and project objectives.

• Translate business requirements and insights into actionable specifications for development teams
• Assist in designing and refining features based on customer feedback
• Produce clear technical documentation for integration points, features, and processes
• Serve as the first point of contact for DoD CYP users worldwide, providing remote assistance and resolving inquiries and service requests related to the web-based application
• Analyze support tickets and user feedback to identify trends, recurring issues, and opportunities for system enhancements
• Manage and support daily work requests for the project team
• Support all aspects of our IT delivery lifecycle including requirements, design, testing, and delivery of web-based tools
• Engage with end-users to understand business needs to develop and document requirements
• Develop technical documents in support of the integration of multiple applications and development of new application features
• Communicate with multiple teams to ensure requirements are clear and well understood from a functional and technical perspective
• Review, respond to, and resolve IT support and service requests submitted via email
• Ensure accurate tracking and closure of support tickets and provide timely resolution of incoming support requests via phone or email
• Provide technical end-user support, including researching user complaints, answering technical questions, and assisting with application revisions
• Log incoming requests/work in team tools (Jira/Confluence, Smartsheet, or Zendesk)
• Communicate with the team about the status of work

Qualifications

• Bachelor’s Degree
• 2+ years of experience working on web and/or software development teams
• 2+ years of technical/IT helpdesk experience
• Ability to apply critical thinking with excellent problem-solving skills
• Ability to provide superior service to a variety of stakeholders
• Technical and customer service orientation
• Excellent verbal and written communication skills
• Excellent analytical skills and understanding of IT technologies
• Experience with cross-functional collaboration and excellent stakeholder communication skills
• Ability to handle confidential information with tact and maturity
• US Citizen or Permanent Lawful Resident (Green Card Holder)
• Must be able to obtain and maintain a Public Trust
• MUST RESIDE IN THE United States (U.S.) and the work MUST BE PERFORMED in the United States (U.S.)

Requirements

• Experience in Help Desk support government portals
• Prior experience working across multiple contractor/stakeholder environments
• Experience with remote support tools is a plus
• Excellent analytical and problem-solving skills
• Ability to work independently and within one or more teams with excellent time management, organizational, and reporting skills

Benefits

• Flexible work location
• Generous vacation and retirement plans
• Comprehensive health benefits
• Ongoing training and development opportunities
• Friendly community with lots of social events
• Participation in charity initiatives
• Employee support program