Customer Support Analyst (Remote) - GovCIO
Govcio • United States
No Relocation
Posted: July 2, 2026
Additional Content
Responsibilities
- Serve as the primary “front door” for VA Data Modernization customer support, ensuring a smooth and responsive user experience.
- Manage ticket intake, triage, classification, and routing to appropriate technical teams.
- Support rapid onboarding by guiding users through the new self-service intake process and mapping them to appropriate pre-created workspaces.
- Provide access and provisioning support, including validating NDS privileges for fast-track users.
- Track, monitor, and manage tickets in alignment with established service-level agreements (SLAs).
- Document and maintain intake workflows, SOPs, troubleshooting guides, and onboarding process overviews (DevTest through Production).
- Assist users in understanding cloud data environments, common tools, DevTest data access, and workspace functionality.
- Coordinate with Databricks SMEs and Summit Customer Enablement teams for white-glove support and post‑provisioning engagement.
- Identify blockers and inefficiencies within the intake or support process and escalate improvement opportunities.
- Provide timely updates to users regarding ticket status, system access, known issues, and maintenance events.
- Support common-use-case provisioning and ensure required resources (service principals, access configs, linked services, mount points, catalogs) are ready prior to handoff.
- Maintain knowledge of platform navigation resources, including guides for platform data, onboarding instructions, and policies.
- Ensure exceptional customer service by listening to user needs, resolving issues promptly, and providing clear, helpful communication.
Required Skills and Experience:
- Bachelor’s degree in information technology, Engineering or a related field plus 10 years experience. (or commensurate experience)
- 8 years of experience in business analysis, project management, or a similar role.
- Strong troubleshooting, problem‑solving, and analytical abilities.
- Experience supporting user onboarding and access provisioning workflows.
- Familiarity with IT service management (ITSM) platforms such as ServiceNow.
- Excellent communication, customer service, and interpersonal skills.
- Ability to document processes clearly and maintain up‑to‑date knowledge articles.
- Experience working in fast‑paced environments with SLAs and ticket management expectations.
Preferred Skills and Experience:
- Experience supporting federal agencies, particularly Veterans Affairs (VA).
- Knowledge of NDS (National Data Systems), CDW, and VA data governance principles.
- Familiarity with cloud environments, data platforms, or tools such as Databricks.
- Experience with onboarding workflows for DevTest and Production environments.
- Understanding of service principals, workgroup personas, access controls, and provisioning processes.
- Experience with SharePoint, Jira, or additional ITSM tools.
- Background in data analytics environments or enterprise data platforms.
Clearance Required
- Ability to obtain and maintain a suitability/Public Trust
If you are selected to move forward through the process, here’s what you can expect:
- During the Interview Process
- Virtual video interview conducted via video with the hiring manager and/or team Camera must be on A valid photo ID must be presented during each interview
During the Interview Process
- Virtual video interview conducted via video with the hiring manager and/or team
- Camera must be on
- A valid photo ID must be presented during each interview
During the Interview Process Virtual video interview conducted via video with the hiring manager and/or team Camera must be on A valid photo ID must be presented during each interview
- During the Hiring Process
- Enhanced Biometrics ID verification screening Background check, to include: Criminal history (past 7 years) Verification of your highest level of education Verification of your employment history (past 7 years), based on information provided in your application
During the Hiring Process
- Enhanced Biometrics ID verification screening
- Background check, to include:
- Criminal history (past 7 years) Verification of your highest level of education Verification of your employment history (past 7 years), based on information provided in your application
Background check, to include:
- Criminal history (past 7 years)
- Verification of your highest level of education
- Verification of your employment history (past 7 years), based on information provided in your application
At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:
- Employee Assistance Program (EAP)
- Corporate Discounts
- Learning & Development platform, to include certification preparation content
- Training, Education and Certification Assistance*
- Referral Bonus Program
- Internal Mobility Program
- Pet Insurance
- Flexible Work Environment