Business Support Analyst (Federal Role) - Remote

Job Title: Business Support Analyst (Federal Role)Location: Remote (based in CST or EST Time Zone)Duration: 6+ Months to StartResponsibilities

• Entry-level position into business systems analysis Supports day-to-day business operations functions, business applications and supporting technologies
• Provides end user support for a specific application while learning about the application and customer
• Assists in application implementations and assists in testing low complexity end user processes using defined guidelines
• Updates existing tables and verifies the accuracy
• Collects data and runs basic reports in response to client inquiries as directed by more senior associates
• Interacts with clients, both internal and external, to supply basic information
• May assist in training end users and create end-user documentation for low complexity functionality
• Analyzes business and user needs, documenting requirements, with the guidance of a senior associate
• Documents business rules/functional requirements to support system enhancements with the guidance of a senior associate
• Logs and tracks basic problems/ work tickets with external product vendors or support organizations

• The Company s Federal Business Enablement (FBE) Team is in need of a business support analyst within our Federal Production Support help-desk organization to support users with day-to-day how-to questions and tool issues across a wide range of sales applications, to include Salesfore.com and Siebel platforms .
• The analyst will be required to work with sales, sales operations, internal FBE team and IT stakeholders to troubleshoot, triage, and classify complex business process and data management problems and work with the applicable support owners to identify and communicate solutions within a highly integrated and regulated environment.
• The ideal candidate will have had experience with Salesforce.com and/or Siebel applications.
• This position can be considered a front-line support analyst.
• Additionally, the candidate will work cross-functionally with requirements managers to ensure solutions requiring new functionalities are driven back into the IT development cycle.

• Troubleshooting quote, order, fulfillment, and other application and business process issues.
• Log SFDC cases, update cases, log Cherwell incidents if issue is IT related.
• Documentation of support procedures.
• Review and assessment of business issues and how to route them.
• Ability to work with owners of current processes and articulate that into a maintainable support process.
• Ability to interface with end users (mainly sales) in a professional manner.
• Tracking and follow-up of all intake requests.

• Strongly prefer candidates with Siebel experience.
• Application support experience
• Previous business analyst jobs where requirements were gathered and implemented.
• Previous help desk or call desk support.
• Ability to communicate effectively; impeccable with note taking and follow-ups.
• May be expected to travel to Round Rock, Texas on rare occasion.

• Customer-service mindset.
• This person will be working alongside a dynamic team driving quick response and tool/process support for the Company s Federal segment.
• Ability to pull reports and do data analysis using excel or other data analysis tools.