CustomerSupportAnalyst(5312)

This role serves as the primary point of contact for users of a DoD financial management application, providing responsive support, clear communication, and operational coordination to ensure users can effectively access and use the system. In addition to user support, the role applies analytical thinking to evaluate user requests, identify recurring issues, and support cross-functional teams by translating user feedback and data into actionable insights. The position is customer-facing and requires strong communication skills, attention to detail, and the ability to manage multiple requests while contributing to continuous process and tool improvement. Essential Duties & Responsibilities Serve as the primary contact for the application, responding to inquiries via email and service desk tickets in a timely, professional manner Monitor and manage shared inboxes to ensure all user requests are addressed and followed up on appropriately Communicate clearly with users to understand issues, provide guidance, set expectations, and ensure resolution Intake, triage, and respond to service desk tickets related to application access, functionality, and usage Document, validate, and coordinate bug reporting and testing through the appropriate tracking system Manage user provisioning and access requests for the application in accordance with established processes Create, update, and maintain user-facing documentation and training materials Create slide decks and supporting materials for quarterly debriefs, including data, updates, and key insights Provide timely data and updates to the individual facilitating Office Hours Collaborate with internal team members to ensure smooth operations and consistent user support Adapt to changing priorities, workflows, and review timelines while maintaining quality and responsiveness Develop and maintain a strong working knowledge of the application to effectively troubleshoot issues and guide users Required qualifications Two (2) or more y