EY Government Public Sector - Customer Support Analyst 

United States, Virginia, Arlington 

693445541

Your key responsibilities

Responsibilities include:

• Managing the effective operation of the Customer Service requests and timely resolution of tickets
• Escalating service tickets, as appropriate, once initial troubleshooting fails
• Updating stakeholders on any potential high-level issues
• Working with end users who are having issues with any of the USCIS ICAM Logical Access applications
• Maintaining quality service by assisting in establishment and enforcement of Customer Service Support standards, policies, knowledge-based articles (KBA) and procedures
• Providing technical support to users reaching out to Customer Service to resolve problems or issues.
• Technical troubleshooting may be required prior to working with the developers.
• Provide presentation and data analytics based on activity occurring during a two-week sprint cycle
• Running daily reports for senior management
• Creating new KBA material based on user issue data
• Performing backup scrum master responsibilities when necessary

Skills and attributes for Success

• Strong leadership skills and excellent oral and written communication skills
• Aptitude and willingness to work to become a trusted advisor to clients who share in your passion for all things biometrics
• Expertise in assessing and applying technology to modernize aviation operations preferred
• Ability to work in a high-demand, fast-paced environment
• Ability to establish, maintain and strengthen internal and external relationships
• Ability to create innovative insights for clients, adapt methods and practices to fit operational team and cultural needs, and contribute to thought leadership
• Anticipate and identify risks, and escalate any issues as appropriate
• Develop people through effectively supervising, coaching, and mentoring staff; help create a positive learning culture
• Conduct performance reviews and contribute to performance feedback for staff

To qualify for the role, you must have

• A Bachelor’s degree (Master’s preferred)
• 3-5 years of professional, relevant experience
• Ability to obtain and maintain a Secret Clearance or higher, which will be driven by the engagement requirements
• Ability to learn IT applications to effectively communicate technical requirements when troubleshooting
• Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to clients
• Strong attention to detail and organization skills
• Proficient in windows-based software including Word, Excel, Power Point, Visio
• Working knowledge of ServiceNow, Jira/Confluence is preferred

Ideally, you’ll also have

• Secret Clearance or higher
• Master’s Degree

What we look for

We’re interested in highly motivated, talented individuals with a strong willingness to think outside of the box and continue to learn. You can expect plenty of autonomy in this role, so you’ll need the motivation to take initiative and seek out opportunities to improve our current relationships and expand our business in the evolving market. If you’re serious about consulting and ready to take on some of our clients’ most complex issues, this role is for you.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.