Customer Support Analyst (Remote)

Location: United States - Fully remote

Overview

GovCIO is seeking a Customer Support Analyst to support Veterans Affairs (VA) Data Modernization initiatives. This role plays a critical part in enabling rapid onboarding, improving customer intake processes, and providing high-quality support for users accessing modern data platforms. The ideal candidate will deliver exceptional customer service, facilitate provisioning workflows, triage issues efficiently, and help fast‑track users with existing NDS privileges. This position will be fully remote located within the United States.

Responsibilities

• Serve as the primary “front door” for VA Data Modernization customer support, ensuring a smooth and responsive user experience.
• Manage ticket intake, triage, classification, and routing to appropriate technical teams.
• Support rapid onboarding by guiding users through the new self-service intake process and mapping them to appropriate pre-created workspaces.
• Provide access and provisioning support, including validating NDS privileges for fast-track users.
• Track, monitor, and manage tickets in alignment with established service-level agreements (SLAs).
• Document and maintain intake workflows, SOPs, troubleshooting guides, and onboarding process overviews (DevTest through Production).
• Assist users in understanding cloud data environments, common tools, DevTest data access, and workspace functionality.
• Coordinate with Databricks SMEs and Summit Customer Enablement teams for white-glove support and post‑provisioning engagement.
• Identify blockers and inefficiencies within the intake or support process and escalate improvement opportunities.
• Provide timely updates to users regarding ticket status, system access, known issues, and maintenance events.
• Support common-use-case provisioning and ensure required resources (service principals, access configs, linked services, mount points, catalogs) are ready prior to handoff.
• Maintain knowledge of platform navigation resources, including guides for platform data, onboarding instructions, and policies.
• Ensure exceptional customer service by listening to user needs, resolving issues promptly, and providing clear, helpful communication.

Qualifications

Required Skills and Experience:

• Bachelor’s degree in information technology, Engineering or a related field plus 10 years experience. (or commensurate experience)
• 8 years of experience in business analysis, project management, or a similar role.
• Strong troubleshooting, problem‑solving, and analytical abilities.
• Experience supporting user onboarding and access provisioning workflows.
• Familiarity with IT service management (ITSM) platforms such as ServiceNow.
• Excellent communication, customer service, and interpersonal skills.
• Ability to document processes clearly and maintain up‑to‑date knowledge articles.
• Experience working in fast‑paced environments with SLAs and ticket management expectations.

Preferred Skills and Experience:

• Experience supporting federal agencies, particularly Veterans Affairs (VA).
• Knowledge of NDS (National Data Systems), CDW, and VA data governance principles.
• Familiarity with cloud environments, data platforms, or tools such as Databricks.
• Experience with onboarding workflows for DevTest and Production environments.
• Understanding of service principals, workgroup personas, access controls, and provisioning processes.
• Experience with SharePoint, Jira, or additional ITSM tools.
• Background in data analytics environments or enterprise data platforms.

Clearance Required

• Ability to obtain and maintain a suitability/Public Trust 

Posted Salary Range

USD $110,000.00 - USD $130,000.00 /Yr.

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

What You Can Expect

Interview & Hiring Process

If you are selected to move forward through the process, here’s what you can expect:

• During the Interview Process
  • Virtual video interview conducted via video with the hiring manager and/or team
  • Camera must be on
  • A valid photo ID must be presented during each interview
• During the Hiring Process
  • Enhanced Biometrics ID verification screening
  • Background check, to include:
    • Criminal history (past 7 years)
    • Verification of your highest level of education
    • Verification of your employment history (past 7 years), based on information provided in your application

Employee Perks

At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including:

• Employee Assistance Program (EAP)
• Corporate Discounts
• Learning & Development platform, to include certification preparation content
• Training, Education and Certification Assistance*
• Referral Bonus Program
• Internal Mobility Program
• Pet Insurance
• Flexible Work Environment

*Available to full-time employees

Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.