Technical Support Analyst 4

Mbi Llc; Richmond (VA); On-site; USD 60,000 - 90,000; Full time

Job summary

Mbi Llc is seeking a technical support professional to serve as the primary contact for end users of a low-code platform used for regulatory case management and licensing applications. You will triage issues, guide users on workflows, and document resolutions to ensure efficient system use.

The role involves onboarding new users, updating support materials, and collaborating with analysts and developers to relay recurring problems and test new features.

Qualifications

• Extensive experience in customer service, preferably in technical support, help desk, or application support.

Responsibilities

• Serve as the primary contact for end users seeking help with regulatory case management or licensing applications.
• Triage, diagnose, and resolve user-reported issues; escalate when needed to technical teams.
• Provide guidance on system functionality, workflows, form completion, and data entry best practices.
• Document all requests, incidents, and resolutions in the ticketing system.
• Assist in onboarding new users, including account access and system orientation.
• Maintain user-friendly support materials such as quick-start guides and FAQs.
• Conduct routine quality checks to validate system behavior and proactively identify issues.
• Collaborate with business analysts and developers to communicate recurring issues and improvements.
• Support release cycles by testing new features, documenting results, and guiding users through changes.
• Ensure all support activities comply with agency policies and data-security standards.

Skills

Customer service

Clear communication

SaaS support

Low-code/no-code platforms

Testing complex systems

Multitasking

Independent work with cross-functional

Government/regulatory apps experience

Ticket systems familiarity

Tools

ServiceNow

Jira

Freshdesk

Job description

- A new online platform called Evoke launched in February for the Office of Charitable and Regulatory Programs, Consumer Protection (CP), to now receive digital applications and renewals from the more than 12,000 charitable organizations that register to solicit funds in the Commonwealth.

- This is part of an agency-wide initiative, called NexGen Regulatory Platform, to modernize the use of technology to better serve residents of Virginia as well as make government duties more efficient.

- The Evoke online platform will be rolled out for about 20 programs over the next decade and is being supported by the Office of Information Systems, Administrative and Financial Services.

Responsibilities

- Serve as the primary point of contact for end users seeking assistance with a regulatory case?management or licensing application built on a low?code platform.

- Triage, diagnose, and resolve user?reported issues, escalating to technical teams when needed.

- Provide guidance on system functionality, workflows, form completion, and data entry best practices.

- Document all requests, incidents, and resolutions in the organization’s ticketing system.

- Assist with onboarding new users, including account access requests and orientation to system features.

- Assist in updating and maintaining user?friendly support materials such as quick?start guides, FAQs, and knowledge?base articles.

- Conduct routine quality checks to validate system behavior and identify potential issues proactively.

- Collaborate with business analysts and developers to communicate recurring issues and recommend improvements.

- Support release cycles by helping test new features, documenting results, and guiding users through changes.

- Ensure all support activities align with agency policies, regulatory requirements, and data?security standards.

Qualifications

- Strong customer service skills, with the ability to remain patient, clear, and solution?oriented when assisting users of varying technical abilities.

- Demonstrated customer service experience, preferably in a technical support, help desk, or application support environment.

- Experience providing customer or technical support for SaaS or low?code/no?code applications (e.g., Salesforce, Appian, Microsoft Power Platform, ServiceNow).

- Strong communication skills, with an ability to translate technical concepts into clear, user?friendly guidance.

- Experience supporting government, regulatory, or compliance?driven applications preferred.

- Detail?oriented, organized, and capable of managing multiple requests simultaneously.

- Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).

- Ability to work independently while collaborating effectively with cross?functional teams.

Fill the skill matrix below:

• Extensive experience providing customer service skills, preferably in technical support, help desk, or application support environment. Required, 8 years
• Strong communication skills, with an ability to translate technical concepts into clear, user-friendly guidance. Required, 8 years
• Extensive experience providing customer or technical support for SaaS or low code/no code applications (e.g., ServiceNow, Appian, Power Platform). Required, 8 years
• Experience in testing complex systems to determine that business needs are met. Required, 8 years
• Detail oriented, organized, and capable of managing multiple requests simultaneously. Required, 8 years
• Ability to work independently while collaborating effectively with cross functional teams. Required, 8 years
• Experience supporting government, regulatory, or compliance-driven applications preferred. Preferred, 5 years
• Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk). Preferred, 2 years