GBS Dakota IT (www.gbsdakota.com), an 8(a) joint venture between two small businesses, GBS Solutions Corporation (GBS) and Dakota Consulting, Inc. GBS (www.gbssol.com), is a 100% Minority Owned Small Business, SBA 8(a) Certified, Small Disadvantaged Business (SDB) that provides a superior technical and analytical workforce who are proficient in research, analysis, and training. Dakota (www.dakota-consulting.com) delivers the highest quality, innovative business and technical solutions. Together, our team provides cost-effective, world-class IT and business solutions that consistently exceed customer expectations in all areas.

We are actively recruiting for a Business Analyst – Level I to join our IT and Financial Service Desk Support Services program for a government client. The place of performance for this position will be on-site in Gaithersburg, Maryland. Applicant must have or be able to obtain a Public Trust Clearance.

Job Functions

• Requires the ability in a multitask fast environment
• Provide phone, email, and ticket support to customers.
• Responsible for entering tickets accurately and promptly into ServiceNow following SOPs in a fast pace and complex environment.
• Attention to detail is required to quickly review and analyze tickets to understand the correct ticket type and action.
• 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
• Advises and assists 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.
• Recommends process changes to integrate with existing processes.
• Under general direction, formulates and defines 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 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:

• 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.
• Reconcile financial data and reports.
• Can review and analyze data to understand which action is required.
• Outgoing, confident, patient, and has 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.
• Apply standard operating procedures or known solutions.
• Provide customer support and enter accurate and prompt information in a request/incident tracking application.
• Provide customers instructions and one-on-one education on business/financial products and services.
• Know Government accounting and travel management applications.
• Use sound judgment while working independently of the team and maintain production.
• Writing knowledge base articles
• ServiceNow

Skills and Abilities

• MS Office Suite software (Word, Excel, PowerPoint, Access).
• Know government accounting and travel applications.
• Be Initiative driven with the ability to work independently with efficiency as well as effectively with other team members and maintain a professional demeanor with good character at all times.
• Must be detailed and deadline oriented.
• Excellent customer care skills and abilities—effective verbal, written, and listening communication skills are necessary.
• Maintain accuracy in a fast-paced environment required.
• The ability to analyze data for understanding is a must.

Education / Certification Requirements

• Associate Degree/High School Diploma and equivalent experience
• Public Trust security clearance or must be able to obtain
• HDI Support Center Certification is a plus

Dakota Consulting, Inc. is an Equal Opportunity Employer. AA/M/F/Vet/Disability
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Job Type: Full-time

Pay: From $52,845.91 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Gaithersburg, MD 20899: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your salary requirement?
• What is your availability to start?
• Do you have at least one year of business analyst experience?
• Are you able to obtain a Public Trust Security Clearance?
• Do you have an HDI Support Center Certification? A plus, this is not required

Education:

• High school or equivalent (Required)

Work Location: One location

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