Business Analyst I - Gaithersburg, United States - GBS Solutions

GBS Solutions
GBS Solutions
Verified Company
Gaithersburg, United States

1 week ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
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

  • Enter tickets accurately and promptly into ServiceNow following standard operating procedures (SOPs) in a fastpaced, 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 problemsolving activities, using information center tools and knowledge base articles to resolve problems
  • 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 servicelevel agreements (SLAs)
  • Perform daily ticket followup and document updates to drive the following action or closure
  • Maintain a 20second answer time and 5 to 7minute 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
  • Providing customers instructions and oneonone education on business / financial products and services
  • Writing knowledge base articles
  • Using ServiceNow
Skills and Abilities

  • Able to maintain accuracy in a fastpaced environment required
  • Able to analyze data for understanding is a must
  • MS Office Suite Software (Word, Excel, PowerPoint, Access)
  • 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
  • Must be detailed and deadline oriented
  • Able to multitask in a fastpaced environment
  • Possess excellent customer care skills and abilitieseffective 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
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