Cognosante Hiring for Service Desk Analyst at McLean, Virginia Full Time

Security Clearance required:

No clearance required

Cognosante is on a mission to transform our country’s healthcare and national security systems. With our health and security-focused solutions, we help public sector organizations achieve the important task of providing the best possible public services to American Citizens. From Enterprise IT, Data Science, and Security Services, to full-scale Consumer Engagement and Interoperability solutions, we are moving government services forward with transformation and innovation. Learn how we are making a difference in people’s lives today!

Job Description

We are searching for a professional Service Desk Analyst (SDA) to provide oversight of the contact center team. The Service Desk Analyst (SDA) is responsible for working with the applicable stakeholders on a daily basis to understand, research, escalate and/or resolve issues and inquiries. This requires the Analyst to attend webinars, training sessions, meetings and conference calls hosted by external POCs, application developers, CMS or other stakeholders and participate in collaborative working sessions. The Service Desk Analyst (SDA) will maintain close communication with CMS and Tier 2/3 contractors to identify/track/resolve problems. The Service Desk Analyst will perform root cause and trend analysis on any problems identified during case management. The SDA will be responsible for creating new support articles, requesting updates to existing system support articles and updating procedures and work instructions for handling issues related to our service desk support.

To be a successful Service Desk Analyst (SDA), you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

Key responsibilities

Include the following and other duties as assigned.

• Contribute positively to a work environment that is flexible, adaptable, and team-based.

• Demonstrate and support Cognosante Values and Behaviors.

• Provide, receive, and seek feedback in a positive manner to encourage team building.

• Participate in the development and attainment of team and operational goals.

• Perform special projects and assignments as needed.

• Acquire, demonstrate, and apply effective leadership skills.

• Complete assigned tasks which may include but are not limited to:

• Monitor and manage the MSD Remedy queues to facilitate expedited resolution

• Develop and maintain system support articles, procedures and work instructions for handling issues related to all access management systems and application supported by NSA

• Research and provide feedback regarding tickets found on the Aging Report sent by our Prime Contractor.

• Complete follow-up activities to assist in providing timely ticket status and resolution for our customers.

• Plan, coordinate, and facilitate working sessions, meetings, and conference calls with internal and external stakeholders

• Investigate and troubleshoot incidents identified by CMS, requestors, other contractors and internal NSA staff in an effort to facilitate incident resolution

• Identify, track and determine resolve to reported incidents and/or problems identified

• Perform root cause and trend analysis on any identified problems

• Participate in training to acquire and maintain the knowledge and skills required to effectively perform job duties

• Respond to incoming inquiries, telephone and/or written, from customers – as assigned during surge conditions.

• Research and resolve inquiries in a professional, timely, and accurate manner

• Escalate inquiries and issues, based on document processes, policies, and procedures, to the appropriate points of contacts.

• Document all inquiry activities in the appropriate reporting system.

• Represent Cognosante at meetings where appropriate

• Maintain professional demeanor at all times.

• Take detailed meeting notes and disseminate to other Cognosante Team Member as appropriate.

• Represent the needs of Cognosante Tier 1 staff.

• Escalate issues or concerns to Cognosante management when appropriate.

• Interact with client representatives and customers, enabling effective information exchange and efficient process management.

• Actively participate in CognoConnected operational and ongoing training on multiple applications and systems release updates

• Participate in meetings

• Be prompt, present, and actively participate in required meetings and training

• Complete assessments in a timely manner and to meet/exceed standards as outlined by management

• Seek learning opportunities

Required Qualifications

• Associates degree or two years of higher education.

• Minimum one year of experience in information systems and/or customer service.

• Basic PC skills

• Keyboard skills (typing, 10-key, alpha/numeric)

• Proficient in Microsoft Office: Word, Excel, PowerPoint, etc.

Candidates that do not meet the required qualifications will not be considered.

Additional Minimum Qualifications

• Excellent communication skills: verbal and written.

• Comprehensive reading and interpretive skills.

• Maintain professional telephone etiquette in a variety of situations.

• Research, analytical, and problem-solving skills.

• Ability to organize and prioritize workloads.

Preferred Qualifications

• Experience working at least with one of the following IT capabilities: networking, troubleshooting, connectivity, or security

• Working knowledge of processing systems

We’re solving Americans’ health and safety challenges with technology, innovation, and purpose.

At Cognosante, we help improve how the nation delivers services to its citizens through innovation and transformation. We’re committed to creating positive results with lasting impact, and are always looking for passionate people who share our values to join the Cognosante family.

Cognosante was founded to address a critical gap in the health IT market—the need for a smart, nimble company, unencumbered by legacy systems and unafraid to challenge accepted wisdom. We have been able to extend out impact beyond health and into security and social services. Our continued success is the result of our expertise and insights, combined with our actively fostering a culture that encourages diversity of people and ideas.

Every day, we help government agencies solve difficult problems. We’re ensuring health professionals have accurate, secure, and timely health data so Americans get the healthcare they need. We help Federal and State agencies navigate healthcare reform and empower their technology transformations. We’re addressing the social determinants of health to remove barriers to healthcare access. And, we’re proud to help our military do its job more safely by leveraging stronger IT networks and using cybersecurity and biometrics technologies that replace outdated legacy solutions. We’re also helping create more options for Veterans, active duty military personnel, and their families to obtain health services in their communities.

Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS. We create value by being enterprising. We develop innovative ideas and solutions. We perform at our best and deliver results. We share achieved results and recognitions.

Are you ready to make a difference in the lives of millions? Join us.

Highlighted Benefits for Full-time Employees

•Medical • Dental • Vision • 401k • Flexible Spending Accounts • Paid Time Off • Work/Life Solutions • Pet Insurance

Cognosante is an equal opportunity employer (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) . We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’d like to view a copy of the company’s affirmative action plan or policy statement, please email [email protected] . Cognosante is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.

T o all recruitment agencies: Cognosante does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our requisitions, any Cognosante email address, any Cognosante employee, or to any company location. Cognosante is not responsible for any fees related to unsolicited resumes.

COVID-19 isn’t stopping our hiring process nor our business as (semi) usual. We’re still reaching candidates, virtually and we’re still working, remotely! Are you a self-starter who likes to work from home and is interested in this position? Apply today!

Quick tips on virtual hiring success:

• Test your tech —make sure your internet connection and video conferencing program are both working prior to your interview.

• Dress appropriately —dress for success and ensure your surroundings are tidy.

• Be prepared —do your homework, rehearse your responses to key interview questions, and prepare your own questions.

• Be personable —make eye-contact, smile often, and demonstrate enthusiasm for the role.

• Remove distractions —engage with the interviewer by removing all distractions, including your smartphone.