Senior Tier 2 Service Desk Analyst - VA C&P Help Desk 2.0 (Remote)

Triumph Enterprises, Inc.; United States; Remote; USD 60.000 - 90.000; Vollzeit

Zusammenfassung

Triumph Enterprises, Inc. is seeking a Senior Tier 2 Service Desk Analyst to support the VA C&P product line, including deployment and live issue resolution. You will work remotely from anywhere in the United States, resolving complex application problems for VA claims users.

The role requires leading shifts, performing senior reviews before escalation, and participating in a 24/7 on-call schedule. ITIL/HDI/CompTIA certifications are preferred.

Qualifikationen

• 4+ years of Tier 2 application support, including 1+ year as a shift lead
• Daily ServiceNow incident management experience
• Available for rotating 24/7 on-call schedule
• Able to obtain VA Tier 2 / Moderate Risk clearance and VA security training

Aufgaben

• Resolve Tier 2 incidents in ServiceNow with user contact and walkthroughs
• Lead two-senior-analyst review before escalation to Tier 3
• Coordinate Tier 3 and Tier 4 triage and live reproduction sessions
• Serve as on-call Senior Tier 2 with government laptop after hours
• Support high priority incident calls to resolution and log notes
• Write knowledge articles and lead weekly user screen-share sessions
• Mentor Tier 2 Analysts and lead a shift

Kenntnisse

English proficiency

Tier 2 support

Shift leadership

On-call rotation

Tools

ServiceNow

Jobbeschreibung

Triumph Enterprises, Inc. is recruiting a Senior Tier 2 Service Desk Analyst for our proposed support to the Department of Veterans Affairs (VA) Office of Information and Technology, Compensation and Pension (C&P) Product Line Help Desk Tier 2 and Deployment Support Services 2.0. This position is contingent upon contract award. Remote work from anywhere in the United States.

ABOUT THE WORK

Senior Tier 2 Analysts resolve complex application issues for VA claims-processing users, lead shifts, perform the senior review required before escalation, and take the 24/7 on-call rotation.

WHAT YOU WILL DO

• Resolve Tier 2 incidents in ServiceNow: contact users, replicate issues, provide workarounds and one-on-one user walkthroughs
• Perform the two-senior-analyst review before escalation to Tier 3; coordinate Tier 3 and Tier 4 triage and live reproduction sessions
• Serve as on-call Senior Tier 2 Analyst with a Government laptop or mobile device for critical and serious incidents after hours
• Support high/critical priority incident calls to conclusion and record C&P notes
• Write knowledge articles, tip sheets and monthly response scripts; lead the weekly user screen-share session
• Mentor Tier 2 Analysts and lead a shift

MINIMUM QUALIFICATIONS

• Able to read, write, speak and understand English
• Able to obtain and keep a VA Tier 2 / Moderate Risk background investigation and complete VA privacy and security training
• 4+ years of Tier 2 application support, including 1+ year as a shift lead or escalation point
• Daily ServiceNow incident management experience
• Available for a rotating 24/7 on-call schedule and assigned shifts between 6:30 am and 12:30 am ET, Monday-Saturday

PREFERRED CERTIFICATIONS

• ITIL 4 Foundation
• HDI Support Center Analyst or CompTIA A+

OTHER PREFERRED QUALIFICATIONS

• Current VA or other federal Public Trust / Moderate Risk investigation (reciprocity to be confirmed)
• VBMS or VBA claims application experience
• Federal help desk experience (for example EPA, CFTC or VA programs)

SCHEDULE AND LOCATION

Remote within the United States; shifts within 6:30 am-12:30 am ET Monday-Friday and Saturday; rotating 24/7 on-call with a Government laptop.

Triumph Enterprises, Inc. is a Service-Disabled Veteran-Owned Small Business headquartered in Fairfax, Virginia, operating under an ISO 9001:2015-certified quality management system. We price our work based on local market wages, ensuring we fairly compensate our team rather than paying the bare minimum.

Triumph Enterprises, Inc. is an Equal Opportunity Employer. We hire strictly on the basis of qualifications and merit, providing equal consideration to all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.