Overseas Customer Support Analyst (Tier 1)

Haynes Inc. an experienced long-term government contractor, is searching for a Overseas Customer Support Analyst (Tier 1) to serve our client, the Department of State (DOS) in beautiful Charleston, SC. To be considered for this job, the candidate must be able to obtain a security Secret Clearance, or already possess one. A Secret Clearance will open a lot of other doors for your career with the Government, including the possibility of being hired directly. This is a full-time job with a starting salary range between $50,500-51,500 PLUS generous benefits package (outlined below)

About Haynes, Inc.
Haynes Inc, continues to partner with Department of State (DoS) in Charleston, SC. Our 80 employees. support the DoS Comptroller and Global Financial Services (CGFS) Center in the areas of: Global Compensation, Information Systems Security (ISSO), and Global Financial Operations. We serve the U.S. Foreign Service, Department of State Civil Service, Foreign Service Retirees, Embassies, and Overseas U.S. Agencies reaching 180 countries and 140 currencies. Haynes, Inc. provides services in: Accounting, Administration, Budget, Travel, Vouchering, Accounts Receivables, Reconciliation, Systems Analysis, Information Systems, Computer Security, Payroll and Compensation, Treasury, Payroll Customer Service, Training, Audits, and Paralegal Analysis.

Haynes, Inc. provides our employee family a robust benefits package including: 11 paid Federal holidays, generous Employer Match on your 401k, Paid Time Off, Medical/Dental/Vision Insurance, Flexible Spending Accounts, Life Insurance, Disability, Tuition Reimbursement, free Professional Development & Training Program with 9000 courses, and more! We thrive on providing a good work/life balance and in creating an inclusive culture where employees feel valued, appreciated, and are rewarded for top performance!

Department Overview
The Bureau of the Comptroller and Global Financial Services (CGFS), Department of State (DoS), Charleston, SC requires for a Business Process Analyst on the CGFS Customer Support Desk. Customer Support & Training (CST) provides customer support help desk services, Knowledge Base article contribution and review and assistance with development of training documentation for overseas financial operations. This position will function as a Tier I analyst on the CGFS Customer Support Desk and will provide financial system and business process analyst support by phone and email to customers at overseas missions and domestic bureau offices. The contractor shall perform these services under DOS Manager, CGFS Customer Support Desk.

Minimum Requirements:

• The Department of State prefers candidates that have some experience providing technical support in high-volume call centers or prior experience performing help desk support for large, complex financial systems, as well as knowledge of Federal accounting/financial management policies, practices, operations and procedures.
• The incumbent should have the ability to multi-task, to trouble-shoot software and system applications, and to learn quickly with little guidance. On-the-job training will be provided to familiarize the incumbent with the software systems to be supported
• Customer Service Helpdesk experience
• Must have a four-year degree from an accredited university or college in accounting or a related field such as computer science or business administration.
• Relevant professional experience supporting the development, analysis, testing, or implementation of system similar in size, complexity and scope to the DoS systems. The Department prefers candidates that have experience with some of the systems and technical environments supporting DoS, performing help desk support for large, complex financial system implementations and knowledge of Federal financial management policies, practices, operations and procedures.
• Previous experience in technical writing is preferred, specifically in creating clear, concise documentation for financial management systems.

Job Responsibility:
CGFS Customer Support Desk analysts are the first line of support. During the hours of operation, the expectation is that an analyst will be present to take incoming calls and e-mails sent to the GFS Customer Support Inbox. Customer Support Desk analyst arrive per the schedule to manage the CGFS Customer Support voice mailbox and the CGFS Customer Support email inbox for any messages from customers reported outside the hours of operation. For each message received, the analyst creates a ServiceNow Ticket to record the details of the incident and to document the receipt of the customer’s initial contact. Specific duties include:

• ServiceNow - is an on-line database for tracking the initial communication and the on-going dialogue with the customers until final resolution that allows the closure of the trouble tickets. Phone calls, e-mails, and customer inquiries are tracked within the ServiceNow ticketing system. A unique case number is systematically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into ServiceNow.
• The CGFS Customer Support Desk creates reports on a weekly, monthly, and cumulative basis for internal and external use. The internal reports are primarily used to track performance metrics for the CGFS Customer Support Desk as a whole and for individual support analysts. Analysts are required to run and distribute Case Management reports.
• Ensure that the CGFS Customer Support Desk email inbox and voice mail are cleared at the beginning of the day and prior to the end of the day.
• Update ServiceNow whenever additional correspondence or research is performed on behalf of the customer and will only close a case when the issue is confirmed as resolved with the customer or confirmation is received by department analysts responsible for resolution.
• Assists embassies, consulates and Washington Agencies and bureaus as well as internal customers in CGFS Charleston.
• Coordinate with cashiers, accountants, FMO’s, functional contacts, cashier monitors and other day-to- day users on multiple software programs designed to manage all aspects of financial operation at the various locations listed above.
• Provide front line phone support and phone calls - assists the customer through the entire process of research, gathering data, performing analysis and resolving the issue.
• Utilizing MS Outlook, draft, edit, obtain clearance on, and then release Informational email broadcasts, System Interruption broadcasts, and Software Release broadcasts to financial management staff worldwide.
• Promptly draft articles for publication in a self-help tool, CGFS Knowledge Base, which details in a Q&A format the resolution provided in ServiceNow for common customer questions on financial systems and financial management issues.
• Appropriately escalate to Tier II analysts more complex, data-related issues which require testing.
• Coordinate with other analysts in the creation of CCR’s which serve as requests to make changes to the software. ISO 9001 work instructions are utilized for daily work practice.

Software Systems Utilized:
Global e-Travel (GeT) or E2, ServiceNow, Avaya Phone System Software, RFMS/C, GBI, IBIS, WebRABIT, WIN T&A, CGFS Knowledgebase, OpenNet and SHIFTS DMZ, RFMS/M, ILMS and the PCS Travel Voucher System

Formal Job-Specific Training Requirements:
Travel Policy, GFMS, RFMS and any FSI Annual Training as required

Work Schedule

To be hired, the candidate must reside in the state of South Carolina. This position supports a government contract and is subject to the government agency rules and management.

Currently, after initial onboarding, training, and performance milestones,a partial telework schedule can be approved for your work flexibility, subject to client requirements. Work hours are 40 hours per week between the hours of 6:15 am - 6:00 pm. Core working hours are 9:00 am - 3:00 pm. Work Schedule is defined based on the work requirements of our client’s division, Global Financial Services. The contract has a non-compensated, 45-minute lunch Monday through Friday.

Haynes, Inc is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment because of race, color, religion, gender, national origin, age, marital status, disability, veteran status, sexual orientation, or other protected status in any of the terms or conditions of employment. 

Salary : $50,500 - $51,500