Task Title: Customer Support & Training, (CGFS/S/CST)

Position:  Helpdesk Support Analyst- Tier I

Department Overview:
The Bureau of the Comptroller and Global Financial Services (CGFS), Department of State (DoS), Charleston, SC requires for a Business Process Analyst on the CGFS Customer Support Desk. Customer Support & Training (CST) provides customer support help desk services, Knowledge Base article contribution and review and assistance with development of training documentation for overseas financial operations. This position will function as a Tier I analyst on the CGFS Customer Support Desk and will provide financial system and business process analyst support by phone and email to customers at overseas missions and domestic bureau offices. The contractor shall perform these services under DOS Manager, CGFS Customer Support Desk.

Minimum/General Requirements:

• The Department of State prefers candidates that have some experience providing technical support in high-volume call centers or prior experience performing help desk support for large, complex financial systems, as well as knowledge of Federal accounting/financial management policies, practices, operations and procedures.
• The incumbent should have the ability to multi-task, to trouble-shoot software and system applications, and to learn quickly with little guidance. On-the-job training will be provided to familiarize the incumbent with the software systems to be supported.
• Customer Service Helpdesk experience.
• Must have a four-year degree from an accredited university or college in accounting or a related field such as computer science or business administration.
• Three (3) years of relevant professional experience supporting the development, analysis, testing, or implementation of mainframe or client-server based financial systems similar in size, complexity, and scope to the DoS systems.

Functional Responsibility:

• CGFS Customer Support Desk analysts are the first line of support. During the hours of operation, the expectation is that an analyst will be present to take incoming calls and e-mails sent to the GFS Customer Support inbox. At the beginning of each work day, the first Customer Support Desk analyst to arrive per the schedule will check the CGFS Customer Support voice mailbox and the CGFS Customer Support email inbox for any messages from customers reported outside the hours of operation. For each message received, the analyst creates a Case Management Ticket to record the details of the incident and to document the receipt of the customer’s initial contact.
• ServiceNow - is an on-line database for tracking the initial communication and the on-going dialogue with the customers until final resolution that allows the closure of the trouble tickets. Phone calls, e-mails, and customer inquiries are tracked within the ServiceNow ticketing system. A unique case number is systematically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into ServiceNow.
• The CGFS Customer Support Desk creates reports on a weekly, monthly, and cumulative basis for internal and external use. The internal reports are primarily used to track performance metrics for the CGFS Customer Support Desk as a whole and for individual support analysts. Analysts are required to run and distribute Case Management reports.
• Ensure that the CGFS Customer Support Desk email inbox and voice mail are cleared at the beginning of the day and prior to the end of the day.
• Update Case Management cases whenever additional correspondence or research is performed on behalf of the customer and will only close a case when the issue is confirmed as resolved with the customer or confirmation is received by department analysts responsible for resolution.
• Assists embassies, consulates and Washington Agencies and bureaus as well as internal customers in Charleston.
• Coordinate with cashiers, accountants, FMO’s, functional contacts, cashier monitors and other day-to- day users on multiple software programs designed to manage all aspects of financial operation at the various locations listed above.
• Front line phone support and phone calls - assists the customer through the entire process of research, gathering data, performing analysis and resolving the issue.
• Utilizing MS Outlook, draft, edit, obtain clearance on, and then release Informational email broadcasts, System Interruption broadcasts, and Software Release broadcasts to financial management staff worldwide.
• Promptly draft articles for publication in a self-help tool, CGFS Knowledge Base, which details in a Q&A format the resolution provided in ServiceNow for common customer questions on financial systems and financial management issues.
• Appropriately escalate to Tier II analysts more complex, data-related issues which require testing.
• Coordinate with other analysts in the creation of CCR’s which serve as requests to make changes to the software. ISO 9001 work instructions are utilized for daily work practice

Software Systems Utilized:
Global e-Travel (GeT) or E2, COAST Reporting, COAST Encryption, COAST Cashiering, ServiceNow, Avaya Phone System Software, WebRABIT, WINT&A, , CGFS Knowledgebase, OpenNet and iNET SHIFTS, RFMS/M, ILMS and the PCS Travel Voucher System

Period of Performance:
The contractor employee will work an 8 hour shift between the hours of 6:15 am to 6:00 pm with a non-compensated 45-minute lunch (See your Project Manager for work schedule and department policies). Additional hours may be required and must be authorized by your Project Manager and DoS Management.

Security Requirements:
All personnel provided under this task order must be able to either possess or obtain a security clearance of “Moderate Risk Public Trust up to Secret”

Formal Job-Specific Training Requirements:
Travel Policy, GFMS, RFMS any FSI Annual Training

Haynes Benefits 
Haynes offers a robust benefits package to include 11 paid Federal Holidays, medical/dental/vision, life insurance, accrued leave, 401K (matching), tuition reimbursement, free professional development & training program with 9000+ courses and much more. We thrive on providing a good work/life balance and in creating an inclusive culture where employees feel valued, appreciated, and are rewarded for top performance! 
 
Haynes, Inc is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment because of race, color, religion, gender, national origin, age, marital status, disability, veteran status, sexual orientation, or other protected status in any of the terms or conditions of employment. 
 
This position is for support of a government contract, which requires that all employees be fully vaccinated for COVID before beginning work or qualify for an exemption.