Service Management Business & Tech Analyst

This is a remote job opportunity to support the Centers for Medicare & Medicaid Services (CMS)!Job OverviewWe are seeking a dedicated Service Management Business & Tech Analyst to serve as the bridge between our clients and the system/application teams. You will ensure that our systems run smoothly by leveraging strong communication skills, technical expertise, and a deep understanding of our products. Your role will involve identifying and resolving client issues, collaborating with development teams, and maintaining operational documentation to support service excellence.Key ResponsibilitiesAct as the primary point of contact between clients and internal teams, ensuring clear, effective communication across stakeholders, customers, and contractors.Monitor, analyze, and troubleshoot production incidents using tools like Splunk to identify patterns and recreate issues.Collaborate with development and testing teams, providing insights into functional aspects of applications to enhance product stability.Articulate issues and resolutions to supervisors, leadership, and key stakeholders in a clear and concise manner.Maintain and update Operational and Maintenance (O&M) documentation, including User Guides, Run Books, and Manuals.Utilize knowledge of web and batch applications and Business Process Design to identify improvements and optimize system performance.Work independently, as well as part of cross-functional teams, to resolve issues and implement improvements.Additional/Optional SkillsData analysis and reportingFamiliarity with ServiceNow and JiraIncident management and troubleshooting expertiseQualificationsProven experience in technical support, service management, or systems analysisStrong verbal and written communication skillsAnalytical mindset with the ability to diagnose complex issues and develop actionable solutionsAbility to work collaboratively in both independent and team environmentsFamiliarity with business information systems and processes (e.g., financial tracking, inventory management, HR systems)Experience in technical documentation and process improvementMust be able to obtain a public trust for the position- US Citizenship required

Created: 2025-02-15