Partner Success Analyst

Guidehouse; Washington (District of Columbia); On-site; USD 56,000 - 94,000; Full time

Benefits offered by this job

Medical, Rx, Dental & Vision Insurance

401(k) Retirement Plan

Parental Leave

Tuition Reimbursement

Job summary

Guidehouse is seeking a Partner Services Analyst in Washington, DC to ensure Federal Partners successfully manage grants through our GrantSolutions platform. You will document business objectives, workflows, and reports, and work with partners to implement process improvements and system enhancements.

A strong emphasis is placed on communication, issue resolution, and SME-level system knowledge. The role involves collaborating across teams, performing testing, and coordinating meetings while

Qualifications

• Bachelor’s degree and a minimum of 1 year in a customer facing role or equivalent education/experience.
• Strong communication skills, written and verbal.
• Proficient in MS Office (Excel, Word, PowerPoint); Salesforce and Visio a plus.

Responsibilities

• Document Federal Partner grants management objectives, workflows, and reports.
• Identify process improvements and system enhancements for Grant Solutions.
• Communicate with Federal Partners regarding business processes and system updates.
• Support the Partner-specific strategy and assist with stakeholder communications.
• Provide troubleshooting and SME guidance on system components and future enhancements.
• Respond to help desk tickets and user requests to deliver timely results.
• Coordinate meetings, prepare materials, and track issues through resolution.
• Support user acceptance testing and analyze release notes for impacts.

Skills

Customer service

Communication

Organizational skills

MS Office

Education

Bachelor's degree

Tools

Salesforce

Visio

Job description

Job Family:Business Systems AnalysisTravel Required:Up to 10%Clearance Required:Ability to Obtain Public TrustThe Partner Services team is responsible for the ensuring that all GrantSolutions Partners cansuccessfully manage their grants business using our system and service offerings. We bring value totheir 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-endprocessing 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-siteUnderstanding 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 remediationCoordinating 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 experienceStrong communication skills, written and verbalAbility to demonstrate customer service experience and handling of customersStrong organizational skills to use technology, resources, and time efficientlyProficient in MS products (Excel, Word, and PowerPoint) Salesforce and Visio experience is a plusYou must obtain and maintain a Public Trust ClearanceWhat Would Be Nice To Have:Technical troubleshooting experienceRequirements gathering/UAT experienceDocumentation experienceExperience using an internal ticketing systemThe 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:Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.Benefits include:Medical, Rx, Dental & Vision InsurancePersonal and Family Sick Time & Company Paid HolidaysParental Leave401(k) Retirement PlanGroup Term Life and Travel AssistanceVoluntary Life and AD&D InsuranceHealth Savings Account, Health Care & Dependent Care Flexible Spending AccountsTransit and Parking Commuter BenefitsShort-Term & Long-Term DisabilityTuition Reimbursement, Personal Development, Certifications & Learning OpportunitiesEmployee Referral ProgramCorporate Sponsored Events & Community OutreachCare.com annual membershipEmployee Assistance ProgramSupplemental 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 bonusAbout GuidehouseGuidehouse 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 does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.