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

Position: GFS Helpdesk Analyst (Tier II)

Task Purpose:
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 desk services, knowledgebase management and training, training development and delivery for overseas financial operations, system implementation training and support and Payroll customer support for American employees and retirees. This position will function as a Tier II analyst on the CGFS Customer Support Desk and will provide financial system and business process support by phone and email to customers at overseas missions and domestic bureau offices. The contractor shall perform these services under the guidance and direction of the DOS Manager of the CGFS Customer Support Desk

Minimum/General Requirements:

• Requires a four year degree from an accredited college or university in accounting, or a related field such as computer science or business administration.
• At least 4 years experience providing technical support in high-volume call centers or 2-years of 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. Functional expertise and experience in Federal accounting operations, policies, practices, reporting and business processes/requirements is desirable and may be substituted for IT experience.
• The incumbent should have the ability to multi-task, to logically trouble-shoot software and complex system applications using advanced analytical skills and critical thinking, 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

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 CGFS Customer Support email 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 to record the details of the incident and to document the receipt of the customer’s initial contact. Case tickets are created utilizing Service Now software.
• Service Now 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 case. Phone calls, e-mails, and customer inquiries are tracked within the Case system. A unique ticket number is systematically assigned when the ticket is successfully submitted. Analysts are required to enter all customer issues into Service Now.
• 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 Cases any time that 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 support via incoming emails 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 Case for common customer questions and error messages received on financial systems and financial management issues.
• Using a test environment, attempt to replicate and trouble-shoot issues/bugs reported by customers in the field.
• 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.
• Participate in inter-departmental design and implementation teams which provide input on the development of new systems releases.
• Escalate Tier III issues to the Systems Development and Maintenance (SDM) department and coordinate / liaise with SDM in the creation of CCR’s which serve as requests to make changes (either bug fixes or enhancements) to the software.
• Ability to mentor and train new Support Desk analysts in the technical aspects of supporting a variety of financial systems.
• Serve as a resource to which Tier I analysts can escalate more advanced trouble-shooting issues.
• Assist overseas customers with DOS policy and regulation questions related to financial and travel issues to find solutions. Tier II analysts are expected to utilize the FAM/FAH, FTR, and DSSR and work with the relevant Subject Matter experts to deliver regulatory solutions to customers.

Software Systems Utilized:
Global e-Travel (GeT), COAST Reporting, COAST Encryption, Global Business Intelligence (GBI), RFSMS Cashiering (RFMS/C), Travel Manager, PCS Travel Claims System, Service Now Software, , WINT&A, ECS, CGFS Knowledgebase, SHIFTS, RFMS/M, ILMS and IBIS

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, 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 are fully vaccinated for COVID before beginning work.