IN PERSON IVs only! No Exceptions
Technical Support Analyst - Regulatory Application
ON SITE REQMT: 5 workdays onsite, Monday - Friday
MAX VENDOR RATE: $59.05
*Deadline to submit: By 4 pm EST on Tuesday 7/21
IN PERSON IVs required - NO EXCEPTIONS
*Deadline to submit: By 4 pm EST on Tuesday 7/21
ON SITE REQUIREMENT: 5 days onsite at 102 Governor St., Richmond, VA 23219 - NO Exceptions!
LOCATION REQUIREMENT: Work hours, Monday - Friday, must be onsite at the above location in order to access call center system.
PARKING is available for this position at a cost of $50 per month.
Role Description, Day to Day:
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.
Required/Desired Skills
SkillRequired /DesiredAmountof ExperienceExtensive experience providing customer service skills, preferably in technical support, help desk, or application support environment.Required8YearsStrong communication skills, with an ability to translate technical concepts into clear, user-friendly guidance.Required8YearsExtensive experience providing customer or technical support for SaaS or low code/no code applications (e.g., ServiceNow, Appian, Power Platform)Required8YearsExperience in testing complex systems to determine that business needs are met.Required8YearsDetail oriented, organized, and capable of managing multiple requests simultaneously. Required8YearsAbility to work independently while collaborating effectively with cross functional teams. Required8YearsExperience supporting government, regulatory, or compliance-driven applications preferred.Desired5YearsFamiliarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk). Desired2Years
Questions
No.QuestionQuestion1Commonwealth of Virginia security policies prohibit the use of offshore IT contractors. Do you attest to the fact that your candidate will physically reside within the US for the duration of the assignment?Question2Please list candidate's email address.Question3Please confirm the city and state in which your candidate currently resides. Question4Role requires 5 workdays onsite, Monday - Friday. If selected does your candidate agree to this arrangement? Question5If selected, interviews will be IN PERSON ONLY. No exceptions. Does your candidate agree to this arrangement? If they agree to in person and an interview is requested, then attempt to change to web based (for any reason), they will be removed from the interview process. Question6Have you made your candidate aware that there is PARKING is available for this position however there is an out of pocket cost of $50 per month? Pls make sure they are aware before you submit them unless your company plans to reimbursement them (and you let them know this will be the case).
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: RTX1d588d
- Position Id: c3a7e99d273ed76c556c8737dc8e9fd8
- Posted 1 day ago
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