Business Analyst – Customer Support

Koniag Government Services

. Serve as the first point of contact for users experiencing issues with automation solutions, providing timely and professional support .

Posted 10/27/2026full-timeRemote • Virginia • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing user support for automation solutions, with strong skills in documentation, communication, and incident tracking. Capable of collaborating with technical teams to enhance user experience and improve processes.

Highest-signal resume keywords

Help Desk SupportTicketing System ExperienceSharePoint MaintenanceUser CommunicationProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident TrackingDocumentationUser Requirements GatheringAutomation Solutions UnderstandingTechnical Support

Soft Skills

Verbal CommunicationWritten CommunicationAttention to DetailCustomer-Focused MindsetCollaboration

Tools & Technologies

SharePointTicketing System

Certifications & Qualifications

Secret Clearance

Industry Keywords

Technical SupportEnterprise ApplicationsUser EngagementProcess ImprovementStakeholder Communication

About the role

Key responsibilities & impact

Serve as the first point of contact for users experiencing issues with automation solutions, providing timely and professional support
Triage, document, and track incidents using a ticketing system
Communicate with users to understand problems, gather relevant information, and provide status updates
Collaborate with developers and automation engineers to relay user feedback and support testing or validation of fixes
Identify trends in user-reported issues and recommend process or documentation improvements
Develop, schedule, and distribute user communications including release notes, outage notifications, newsletters, and announcements
Craft clear, engaging, non-technical messaging for varied stakeholder audiences
Track engagement and feedback to refine communication approaches
Maintain and update the team’s SharePoint sites
Publish and manage support documentation, knowledge base articles, FAQs, and training resources on SharePoint
Assist in gathering and documenting basic business requirements or user feedback
Maintain and update support documentation, knowledge base articles, and FAQs

Requirements

What you’ll need

Associate’s or Bachelor’s degree in Information Technology, Business, or related field or equivalent combination of education and experience
2+ years of experience in a help desk, technical support, or customer service role supporting enterprise applications
Experience documenting and tracking issues within a ticketing system
Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users and craft clear user-facing messaging
Customer-focused mindset with solid problem-solving and troubleshooting skills
Ability to quickly learn and understand how automation solutions function across multiple platforms
Ability to prioritize and manage multiple support requests and communications tasks in a fast-paced environment
Experience maintaining and updating SharePoint sites, pages, and content
Basic ability to gather and document user requirements or feedback to support process improvements
Strong attention to detail in documentation, communications, and incident tracking
Ability to work both independently and collaboratively with technical teams
Ability to obtain a Secret clearance

Benefits

Comp & perks

medical, dental, and vision insurance
401(k) retirement plan
paid time off
paid parental leave
life and disability insurance
flexible spending accounts
commuter benefits
tuition reimbursement