System Customer Support Analyst

Haynes, Inc; North Charleston (SC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

11 paid Federal holidays

401k employer match

Paid Time Off

Medical/Dental/Vision Insurance

Flexible Spending Accounts

Life Insurance

Disability

Tuition Reimbursement

Professional Development & Training

and more!

Job summary

Haynes Inc. in Charleston, SC, is seeking a Systems Customer Support Analyst to support the DoS CGFS Customer Support Desk. The role requires a Secret Clearance or the ability to obtain one, with on-site work and a full-time schedule.

Responsibilities include first-level technical support for overseas and domestic users, ticket tracking, report generation, and collaboration with accountants, cashiers, and mission staff to resolve financial systems issues.

Qualifications

• Experience performing technical tasks and analysis.
• Customer Service Helpdesk experience.
• Ability to multi-task, troubleshoot software and system applications, and learn quickly with little guidance.

Responsibilities

• Monitor and respond to incoming calls during designated hours.
• Enter issues into Engage CGFS and track through resolution.
• Run weekly and monthly reports to monitor performance.
• Provide first-level technical support for overseas users.
• Coordinate with embassies, bureaus, and internal staff on software issues.
• Draft informational emails and contributions to the CGFS Knowledge Base.
• Escalate complex issues to Tier II analysts.
• Assist in CCR requests and software change coordination.

Skills

Technical analysis

Customer service helpdesk

Multi-tasking and quick learning

Troubleshooting software & systems

Tools

WebGELS

IPP

GFMS

IBIS

Global e-Travel (E2)

CGFS Engage & CXone

WINT&A

CGFS Knowledge Base

SHIFTS

RFMS Momentum & Cashiering

GBI 2.0

ILMS

OTCNet

myPay

PCS Travel Claim System

Job description

Haynes Inc. an experienced long-term government contractor, is searching for a Systems Customer Support Analyst to serve our client, the Department of State (DOS) in beautiful Charleston, SC. To be considered for this job, the candidate must be able to obtain a security Secret Clearance, or already possess one. A Secret Clearance will open a lot of other doors for your career with the Government, including the possibility of being hired directly. This is a full-time jobPLUS generous benefits package (outlined below)

About Haynes, Inc.

Haynes Inc,continues to partner with Department of State (DoS) in Charleston, SC. Our 80+ employees. support the DoS Comptroller and Global Financial Services (CGFS) Center in the areas of: Global Compensation, Information Systems Security (ISSO), and Global Financial Operations. We serve the U.S. Foreign Service, Department of State Civil Service, Foreign Service Retirees, Embassies, and Overseas U.S. Agencies reaching 180 countries and 140 currencies. Haynes, Inc. provides services in: Accounting, Administration, Budget, Travel, Vouchering, Accounts Receivables, Reconciliation, Systems Analysis, Information Systems, Computer Security, Payroll and Compensation, Treasury, Payroll Customer Service, Training, Audits, and Paralegal Analysis.

• 11 paid Federal holidays


• generous Employer Match on your 401k


• Paid Time Off


• Medical/Dental/Vision Insurance


• Flexible Spending Accounts


• Life Insurance


• Disability


• Tuition Reimbursement


• free Professional Development & Training Program with 9000+ courses


• and more!

We thrive on providing a good work/life balance and in creating an inclusive culture where employees feel valued, appreciated, and are rewarded for top performance!

Department Overview

The Bureau of the Comptroller and Global Financial Services (CGFS), Department of State (DoS), Charleston, SC requires for a Business Process Analyst on the CGFS Customer Support Desk. Office of Customer Engagement (CE) provides customer support, help desk services, Knowledge Base article contribution and review and assistance with development of training documentation for overseas financial operations. This position will function as a Tier I analyst on the CGFS Customer Support Desk and will provide financial system and business process analyst support by phone and email to customers at overseas missions and domestic bureau offices. The contractor shall perform these services under DOS Manager of the CGFS Customer Support Desk.

Minimum Requirements

• Experience performing technical tasks and analysis


• Customer Service Helpdesk experience


• The ability to multi-task, to trouble-shoot software and system applications, and to learn quickly with little guidance

Preferred Skills/Experience (not Required)

• Experience providing technical support in high-volume call centers


• Experience performing help desk support for large, complex financial systems, as well as knowledge of Federal accounting/financial management policies, practices, operations and procedures


• Experience supporting the development, analysis, testing, or implementation of mainframe or client-server based financial systems similar in size, complexity, and scope to the DoS systems

Our most Successful Employees in this Position Demonstrate

• Develop,communicate, and implement cost-effective solutions to the Departments requirements


• Superior verbal and written communication and organizational skills


• Dependability and punctuality


• Flexibility and adaptability

Job Responsibilities

During designated hours of operation, the analyst is responsible for monitoring and responding to incoming calls, reviewing and resolving tickets submitted through Engage CGFS, and providing first-level technical support for system-related inquiries from overseas users within the Financial Management Office. The analyst serves as the primary point of contact for troubleshooting and customer support, ensuring timely and effective resolution of issues.

• Enter all customer issues into Engage CGFS, which is an on-line database for tracking the initial communication and the on-going dialogue with the customers until final resolution that allows the closure of the trouble tickets. Phone calls, e-mails, and customer inquiries are tracked within the Engage CGFS customer support portal.


• Run reports on a weekly, monthly, and cumulative basis for internal and external use. The internal reports are primarily used to track performance metrics for the CGFS Customer Support Desk as a whole and for individual support analysts. Analysts are required to run and distribute reports as required.


• Ensure that the all-customer inquiries and voice mails are cleared at the beginning of the day and prior to the end of the day


• Update cases whenever additional correspondence or research is performed on behalf of the customer and will only close a case when the issue is confirmed as resolved with the customer or confirmation is received by department analysts responsible for resolution


• Assists embassies, consulates and Washington Agencies and bureaus as well as internal customers in Charleston.


• Coordinate with cashiers, accountants, Financial Management Officers, functional contacts, cashier monitors and other day-to- day users on multiple software programs designed to manage all aspects of financial operation at the various locations listed above


• Front line phone support and phone calls - assists the customer through the entire process of research, gathering data, performing analysis, and resolving the issue


• Utilizing MS Outlook, draft, edit, obtain clearance on, and then release Informational email broadcasts, System Interruption broadcasts, and Software Release broadcasts to financial management staff worldwide


• Promptly draft articles for publication in a self-help tool, CGFS Knowledge Base, which details in a Q&A format the resolution provided in Engage CGFS for common customer questions on financial systems and financial management issues


• Appropriately escalates to Tier II analysts more complex, data-related issues which require testing


• Coordinate with other analysts in the creation of CCR’s which serve as requests to make changes to the software


• ISO 9001 work instructions and reference documents are utilized for consistent work procedures

Software Systems Utilized

• WebGELS


• IPP


• GFMS


• IBIS


• Global e-Travel (E2)


• CGFS Engage & CXone Phone System Software


• WINT&A


• CGFS Knowledge Base


• Secure HTTP Internet File Transfer System (SHIFTS)


• Regional Financial Management System (RFMS) Momentum & Cashiering


• Global Business Intelligence (GBI) 2.0


• ILMS


• OTCNet


• myPay


• PCS Travel Claim System

Work Schedule

To be hired, the candidate must reside in the state of South Carolina. This position supports a government contract and is subject to the government agency rules and management. All contractors supporting the Department of State must be able to either possess or obtain a security clearance of Secret. Employees shall remain in their current position for at least one year before applying for another job within the company or contract.

The employee will work an 8-hour shift between the hours of 6:00 am to 6:00 pm or as assigned per desk schedule with a non-compensated 30 minutes, 45 minutes, or one hour lunch (See your Project Manager for work schedule and department policies). Additional hours may be required and must be authorized by your Project Manager and DoS Management. This is a full-time onsite position with allowances for Situational Teleworking under approved guidelines.

Haynes, Inc is an Equal Opportunity Employer. We do not discriminate against any employeeor applicant for employment because of race, color, religion, gender, national origin, age, marital status, disability, veteran status, sexual orientation, or other protected status in any of the terms or conditions of employment.