This position requires a Top Secret clearance. Please do not apply if you are not a US citizen with a Top Secret security clearance. We will not be able to hire you. TMC Technologies is seeking a Business Systems Analyst to support a federal client in the downtown Washington, D.C. area. This position is on-site 5 days a week and requires a Top Secret clearance. The Business Systems Analyst will beresponsible for leading the monitoring and troubleshooting of user issues reported for our enterprise Pega web-based applications, ensuring user issues are resolved promptly. The analyst will collaborate across 8+ cross functional scrum teams to resolve issues affecting the user experience. This role requires a blend of technical troubleshooting, effective communication and customer service and the ability to advise continues improvements to the applications' usability and performance. TASKING / RESPONSIBILITIES: Responsible for leading the monitoring and troubleshooting of user issues reported for our enterprise Pega web-based applications, ensuring user issues are resolved promptly. The analyst will collaborate across 8+ cross functional scrum teams to resolve issues affecting the user experience. This role requires a blend of technical troubleshooting, effective communication and customer service and the ability to advise continues improvements to the applications' usability and performance. Documents and tracks customer incidents and requests via JIRA ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable Is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system. Ability to diagnose, troubleshoot and resolve end user issues to ensure continuity of business operations Offer clear instructions and workarounds for resolving common issues Maintain clear and concise and accurate documentation of support activities and incident resolution in JIRA Provide end user training on use of new applications to users and new helpdesk personnel Work closely with other IT teams (network, systems, application support) to resolve issues and implement fixes Assist Senior Systems Administrators with support issues that may arise Identify trends in recurring issues and collaborate on preventative measures Job Requirements Top Secret Clearance On site 5 days a week Bachelor's Degree Experience supporting customers use of web-based applications in a production environment Experience with Agile framework and working on a Kanban or Scrum team Experience managing incidents, problems and change processes in a production environment High level of written communication and documentation skills We are equal opportunity/affirmative action employers, committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status, or any other protected characteristic under state or local law.
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