Partner Success Analyst

US132 Guidehouse Digital, LLC; Tysons (VA); On-site; USD 56,000 - 94,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan

Tuition Reimbursement

Flexible Spending Accounts

Transit and Parking Benefits

Parental Leave

Job summary

Guidehouse is seeking a Partner Services Analyst to support federal GrantSolutions partners with grants management, documenting processes, and offering strategic guidance on business needs. You will collaborate on system updates, perform SME analyses, and help resolve partner issues with a focus on timely, high-quality results.

The role requires a Bachelor's degree and at least 1 year in a customer-facing role, strong communication, and the ability to obtain a Public Trust Clearance.

Qualifications

• Bachelor's degree with at least 1 year in a customer-facing role.
• Excellent written and verbal communication.
• Customer service experience and handling of customers.
• Strong organizational skills with technology and time management.
• Proficient in Excel, Word and PowerPoint.
• Salesforce and Visio experience is a plus.
• Must obtain and maintain a Public Trust Clearance.

Responsibilities

• Document federal partners' grants management objectives and workflows.
• Identify process improvements and system enhancements.
• Communicate with federal partners about processes and updates.
• Assist team lead with partner-specific strategy.
• Develop SME knowledge of system components for analyses.
• Resolve end-user issues via email, phone, chat, or on-site.
• Respond to help desk tickets to deliver timely results.
• Conduct user acceptance and system testing for releases.
• Analyze release notes and impacts.
• Coordinate meetings and prepare materials.
• Root-cause analysis with partners to drive remediation.
• Track issues to resolution and escalate when needed.

Skills

Customer service

Communication

Organization

MS Excel

MS Word

MS PowerPoint

Education

Bachelor's degree

Tools

Salesforce

Visio

Job description

Job Family: Business Systems Analysis Travel Required: Up to 10% Clearance Required: Ability to Obtain Public Trust

The Partner Services team is responsible for ensuring that all GrantSolutions Partners can successfully manage their grants business using our system and service offerings. We bring value to their business by offering strategic guidance on grants business processes, policies and regulations, understanding business needs and offering creative solutions, and ensuring the successful end-to-end processing of grants from application to award.

What You Will Do:

• Having a comprehensive understanding of and documenting the Federal Partner's grants management business and operational objectives, including roles and responsibilities, grants business functions, workflows, reports, and unique needs.
• Identifying Federal Partner's specific business process improvements and potential Grant Solutions systems/service enhancements.
• Assisting the team with pertinent communications to Federal Partners as it relates to their business process, system updates, or other grants management news.
• Assisting the team lead to implement the Partner-specific strategy.
• Learning the ins and outs of the software system in order to provide technical troubling-shooting and problem-solving expertise.
• Becoming a Subject Matter Expert (SME) on system components in order to fully service the Federal Partner's needs in the forms of technical analysis, trouble-shooting, and offering advice on future enhancements.
• Identifying and resolving end-user issues or other support needs through email, phone, chat or on-site
• Understanding and responding to help desk tickets, support tickets, user requests to deliver on time and quality results in conjunction with teammates.
• Operational, daily issue-to-issue tracking to resolution and effective escalation as necessary.
• Conducting user acceptance or system testing on behalf the Partner in support of system releases.
• Analyzing release notes and impacts to Federal Partner(s).
• Root cause analysis of Partner reported issues in collaboration with the Partner to drive issue resolution and remediation
• Coordinating and scheduling meetings, preparing materials, responding promptly.

What You Will Need:

• Bachelor's degree and a minimum of 1 year of experience in a customer facing role or the equivalent combination of education and experience
• Strong communication skills, written and verbal
• Ability to demonstrate customer service experience and handling of customers
• Strong organizational skills to use technology, resources, and time efficiently
• Proficient in MS products (Excel, Word, and PowerPoint)
• Salesforce and Visio experience is a plus
• You must obtain and maintain a Public Trust Clearance

What Would Be Nice To Have:

• Technical troubleshooting experience
• Requirements gathering/UAT experience
• Documentation experience
• Experience using an internal ticketing system

The annual salary range for this position is $56,000.00-$94,000.00.

Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.

What We Offer:

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Parental Leave
• 401(k) Retirement Plan
• Group Term Life and Travel Assistance
• Voluntary Life and AD&D Insurance
• Health Savings Account, Health Care & Dependent Care
• Flexible Spending Accounts
• Transit and Parking Commuter Benefits
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Care.com annual membership
• Employee Assistance Program
• Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
• Position may be eligible for a discretionary variable incentive bonus

About Guidehouse Guidehouse is an Equal Opportunity Employer-Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation. Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco. If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at [e-mail]. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation. All communication regarding recruitment for a Guidehouse position will be sent from Guidehouse email domains including @guidehouse.com or [e-mail]. Correspondence received by an applicant from any other domain should be considered unauthorized and will not be honored by Guidehouse. Note that Guidehouse will never charge a fee or require a money transfer at any stage of the recruitment process and does not collect fees from educational institutions for participation in a recruitment event. Never provide your banking information to a third party purporting to need that information to proceed in the hiring process. If any person or organization demands money related to a job opportunity with Guidehouse, please report the matter to Guidehouse's Ethics Hotline. If you want to check the validity of correspondence you have received, please contact [e-mail]. Guidehouse is not responsible for losses incurred (monetary or otherwise) from an applicant's dealings with unauthorized third parties.

Guidehouse is a global AI-led professional services firm delivering advisory, technology, and managed services to the commercial and government sectors. With an integrated business technology approach, Guidehouse drives efficiency and resilience in the healthcare, financial services, energy, infrastructure, and national security markets. Built to help clients across industries outwit complexity, the firm brings together approximately 18,000 professionals to achieve lasting impact and shape a meaningful future.

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