Help Desk Analyst (HIOS)

Responsibilities

• Monitor CMS ServiceNow queue and shared mailboxes for incidents and service requests
• Resolve Tier 2 issues and coordinate Tier 3 escalations to technical personnel
• Create and maintain Jira tickets to ensure traceability and resolution tracking
• Gather and analyze business requirements to inform system improvements
• Analyze ticket trends and recurring problems to recommend process enhancements
• Develop knowledge-base articles and troubleshooting guides
• Communicate troubleshooting guidance and status updates to end users
• Prepare stakeholder notices and reports using Salesforce Marketing Cloud
• Collaborate with teams to reproduce issues and verify resolutions through testing

Requirements

• 2+ years of experience in application support, help desk, business analysis, or QA
• Bachelor's degree in MIS, IT, Computer Science, or Business Administration
• Experience providing Tier 2 or Tier 3 production support
• Proficiency with ticketing tools like Jira and ServiceNow
• Ability to gather and document business requirements
• Understanding of software testing principles
• Strong written and verbal communication skills

Preferred Qualifications

• Experience supporting web-based applications or enterprise systems
• Experience with Salesforce
• Experience working in an Agile/Scrum environment
• Experience with CMS or other government stakeholders

About the Company

Pluribus Digital is a digital services consultancy that partners with government customers to design and deliver impactful digital products in public health, financial regulation, and identity management.