Technical Support Analyst 4

We are looking for Technical Support Analyst 4 for our client in Richmond, VA

Job Title: Technical Support Analyst 4

Job Location: Richmond, VA

Job Type: Contract

Job Overview:

Requirement/Must Have:

• 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.

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.

Skills:

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