Business Analyst I - Gaithersburg, United States - GBS Solutions

GBS Solutions Gaithersburg, United States

1 week ago

Description

Business Analyst Position at GBS Solutions Corporation

We are currently looking for a Business Analyst to join our team at GBS Solutions Corporation. If you enjoy working in a fast-paced environment and possess excellent analytical and customer care skills, this might be the right opportunity for you.

Position Description:

Business Analyst - Level I

Client / Department: National Institute of Standards and Technology (NIST)

Location: Gaithersburg, MD

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
Review and analyze tickets to understand the correct ticket type and action, paying attention to detail
Communicate with customers and document tickets with an overview of interaction and necessary actions
Route tickets to appropriate teams following SOP and knowledge base articles
Assist customers in problem-solving activities using information center tools and knowledge base articles
Recommend process changes and deliver solutions to customer inquiries
Formulate systems' scope and objectives based on customer needs
Participate in training for continuous improvement efforts
Monitor queues to meet service-level agreements
Perform ticket follow-up and updates
Maintain service level metric goals

Experience Requirements:

Minimum one year of experience as a business analyst
Experience in a service desk / call center environment
Ability to reconcile financial data and reports
Skills in reviewing and analyzing data
Knowledge of government accounting and travel applications
Proficiency in using ServiceNow

Skills and Abilities:

Able to maintain accuracy in a fast-paced environment
Strong analytical skills
Proficiency in MS Office Suite Software
Initiative-driven and able to work independently or with a team
Excellent customer care skills and effective communication
Detail-oriented and deadline driven
Ability to multitask and work efficiently
Confident, patient, and professional demeanor

Education / Certification Requirements:

Associate degree or equivalent work experience
HDI Support Center Certification within 30 days
Ability to obtain a Public Trust security clearance

GBS Solutions Corporation is an Equal Opportunity Employer. AA/M/F/Vet/Disability

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