Analysis Skills, Atlassian JIRA, Best Practices, Business Analysis, Certified Case Manager (CCM), Communication Skills, Cross-Functional, Customer Relations, Customer Support/Service, Data Entry, Detail Oriented, Documentation, Frequently Asked Questions (FAQ), Government Regulations, Help Desk Software, Identify Issues, Information/Data Security (InfoSec), Knowledge Base, Maintain Compliance, Microsoft Product Family, Onboarding, Organizational Skills, People Management, Regulations, Regulatory Compliance, Regulatory Requirements, Resolve Customer Issues, Salesforce.com, ServiceNow, Software Administration, Software as a Service (SaaS), System Validation, Technical Support
Seeking a Technical Support Analyst 4 for an onsite long-term contract role with the Commonwealth of Virginia in Richmond, VA.
Responsibilities
" Serve as the primary point of contact for end users seeking assistance with a regulatory case management or licensing application built on a low code platform.
" Triage, diagnose, and resolve user reported issues, escalating to technical teams when needed.
" Provide guidance on system functionality, workflows, form completion, and data entry best practices.
" Document all requests, incidents, and resolutions in the organization's ticketing system.
" Assist with onboarding new users, including account access requests and orientation to system features.
" Assist in updating and maintaining user friendly support materials such as quick start guides, FAQs, and knowledge base articles.
" Conduct routine quality checks to validate system behavior and identify potential issues proactively.
" Collaborate with business analysts and developers to communicate recurring issues and recommend improvements.
" Support release cycles by helping test new features, documenting results, and guiding users through changes.
" Ensure all support activities align with agency policies, regulatory requirements, and data security standards.
Qualifications
" Strong customer service skills, with the ability to remain patient, clear, and solution oriented when assisting users of varying technical abilities.
" Demonstrated customer service experience, preferably in a technical support, help desk, or application support environment.
" Experience providing customer or technical support for SaaS or low code/no code applications (e.g., Salesforce, Appian, Microsoft Power Platform, ServiceNow).
" Strong communication skills, with an ability to translate technical concepts into clear, user friendly guidance.
" Experience supporting government, regulatory, or compliance driven applications preferred.
" Detail oriented, organized, and capable of managing multiple requests simultaneously.
" Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).
" Ability to work independently while collaborating effectively with cross functional teams.
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VTal Technology Solutions LLC