We are actively recruiting for a Business Analyst. GBS offers Medical, Dental, Vision, 401k and 401k Match, STD, LTD and Life Insurance with Accidental Death and Dismemberment, Voluntary Life Insurance with Accidental Death and Dismemberment and Paid Time Off.
Position Description
Business Analyst - Level I
Client / Department
National Institute of Standards and Technology (NIST)
Location
Gaithersburg, MD
Position Title
Business Analyst - Level I
Reports to (Title)
Service Desk Team Lead and Program Manager
Job Functions

• Provide phone, email, and ticket support to customers
• Enter tickets accurately and promptly into ServiceNow following standard operating procedures (SOPs) in a fast-paced, complex environment
• Quickly review and analyze tickets to understand the correct ticket type and action, paying close attention to detail
• Accurately communicate with customers and document tickets with an overview of interaction with a description and the necessary action to complete the request or resolve an issue
• Correctly route tickets to teams following SOP and knowledge base articles
• Advise and assist customers in problem-solving activities, using information center tools and knowledge base articles to resolve problems
• Possess functional knowledge and understanding of business systems and travel management applications and services to deliver solutions to customer inquiries on current and future applications, emphasizing products in production
• Recommend process changes to integrate with existing processes
• Under general direction, formulate and define systems' scope and objectives based on customer needs and a good understanding of applicable business systems
• Participate in training to learn new services and processes in continuous improvement efforts related to customer experience
• Monitor queues to meet service-level agreements (SLAs)
• Perform daily ticket follow-up and document updates to drive the following action or closure
• Maintain a 20-second answer time and 5 to 7-minute talk time to meet and maintain team service level metric goals

Experience Requirements
At least one year of experience as a business analyst with the following:

• Working in a service desk / call center environment with the ability to answer calls and work tickets in the required time and maintain an average talk time to meet SLA and service-level metrics
• Reconciling financial data and reports
• Reviewing and analyzing data to understand what action is required
• Applying SOPs or known solutions
• Providing customer support and promptly entering accurate information in a request / incident tracking application
• Providing customers instructions and one-on-one education on business / financial products and services
• Using government accounting and travel management applications
• Applying sound judgment while working independently of the team and maintaining production
• Writing knowledge base articles
• Using ServiceNow

Skills and Abilities

• Able to maintain accuracy in a fast-paced environment required
• Able to analyze data for understanding is a must
• MS Office Suite Software (Word, Excel, PowerPoint, Access)
• Knowledge of government accounting and travel applications
• Initiative driven with the ability to work efficiently independently as well as effectively with other team members and always maintain a professional demeanor with good character
• Outgoing, confident, and patient with a solid virtual and in-person presence / professional tone of voice to fit the role of a service desk business analyst supporting customers in the financial and/or accounting discipline and application function support
• Must be detailed and deadline oriented
• Able to multitask in a fast-paced environment
• Possess excellent customer care skills and abilities-effective verbal, written, and listening communication skills are necessary.

Education / Certification Requirements

• Associate degree or relevant work experience (approval required by customer)
• HDI Support Center Certification within 30 days after date of hire
• Able to obtain a Public Trust security clearance

GBS Solutions Corporation is an Equal Opportunity Employer. AA/M/F/Vet/Disability
A background check will be required.