Descrição
Index Analytics, LLC, is a rapidly growing, Baltimore-based small business providing health-related consulting services to the federal government. At the center of our company culture is a commitment to instilling a dynamic and employee-friendly place to work. We place priority on promoting a supportive and collegial team environment and enhancing staff experience through career development and educational opportunities.
As the first line of contact for users and stakeholders, you will provide Tier I, II, and III support across multiple channels, ensuring timely and professional resolution of inquiries and issues. You will collaborate closely with development teams, Scrum teams, and leadership to identify bugs, test new features, and contribute to continuous improvement efforts.
This position requires availability during standard business hours (Monday to Friday, 9:00 AM-5:00 PM ET), with extended support hours on the last business day of each quarter (until 7:00 PM ET).
Responsibilities
- Provide Tier I, II, and III multi-channel Help Desk support for users and stakeholders.
- Use Test Driven Development (TDD) methodologies to develop test criteria for every user story during development phase.
- Participate in daily Agile stand-ups and other sprint ceremonies with Scrum Teams as needed.
- Triage and prioritize requests, escalating to Leadership when necessary.
- Support the development of monthly and ad hoc reports as needed.
- Test after each sprint to confirm user stories, tasks, or bugs meet requirements and can be closed.
- Report defects, bugs, and errors to development team.
- Review legacy data for accuracy and completeness so it can be successfully deployed in production, as needed.
- Respond to stakeholder inquiries in a timely, professional manner.
- Support the development of weekly and monthly status reports that include inquiry trends analysis, and ad hoc reports.
- Assists with the development and improvement of Standard Operating Procedures, standards, and documentation.
- Contribute to the project’s knowledge management system.
- US citizen or Authorized to Work and lived in the US for 3 of the last 5 years. Must be able to obtain a U.S. Federal government client badge and pass a government Public Trust.
- Bachelor’s Degree with minimum 4 years of relevant work experience.
- Excellent verbal and written communication skills.
- Ability to work closely with CMS customers as well as the development teams as needed.
Index Analytics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.