Help Desk Analyst

Job Overview Job type: Full time Work setting: Work from home Location: Remote (Worldwide) Salary: $85,000 to $90,000 Employer: Pluribus

Responsibilities

• Application & Production Support

• Monitor the CMS ServiceNow queue and shared Insurance Insight/Insurance Oversight mailbox for incidents, service requests, and customer inquiries.

• Review, prioritize, assign, and respond to incoming requests, gathering additional information and providing timely status updates.

• Investigate and resolve Tier 2 issues involving website functionality, system processes, user submissions, and other HIOS operations.

• Coordinate escalation of complex issues to Tier 3 development, integration, infrastructure, database, security, or other technical personnel while remaining accountable for customer communication and resolution tracking.

• Create and maintain corresponding Jira tickets, preserving traceability to originating ServiceNow records and documenting actions, decisions, status, and resolution information.

• Coordinate support activities with CMS technical leads and HIOS product, engineering, and operational teams, including rapid triage and communication during periods of elevated ticket volume.

• Business Analysis & Process Improvement

• Gather, document, and analyze business requirements, user needs, system functionality, operational processes, and performance information to inform escalations.

• Collaborate with business and technical stakeholders to understand operational needs and translate them into clear documentation for technical and non-technical audiences.

• Analyze ticket volumes, issue categories, resolution patterns, aging, and recurring problems to identify trends and improvement opportunities.

• Recommend changes that reduce repeat incidents, streamline support processes, clarify user guidance, and improve system usability and reliability.

• Contribute analysis and operational knowledge to problem-management, system-enhancement, and continuous service-improvement initiatives.

• Develop and maintain knowledge-base articles, troubleshooting guides, response templates, process documentation, and other approved knowledge-management materials.

• Communication & Stakeholder Support

• Communicate directly with users to provide clear, professional troubleshooting guidance and timely updates on issue status and resolution progress.

• Prepare CMS-approved stakeholder notices, notifications, memos, and informational communications using Salesforce Marketing Cloud or other designated tools.

• Distribute approved communications to applicable user communities and stakeholders.

• Prepare ticket-trend, utilization, and Helpdesk status reports and present relevant findings during weekly program meetings.

• Communicate material incidents, recurring issues, emerging trends, and potential service impacts to program leadership and appropriate stakeholders.

• Maintain accurate and consistent information across ServiceNow, Jira, email, requirements documentation, test records, communications, and other approved tools while following applicable CMS procedures.

Requirements

• 2+ years of experience in application support, help desk/support, business analysis, quality assurance/testing, or a related field.

• Bachelor’s degree in management information systems, Information Technology, Computer Information Systems, Business Administration, Computer Science, or a related field.

• Experience providing Tier 2 or Tier 3 production/application support.

• Experience troubleshooting technical issues directly with end users.

• Experience working with ticketing or service management tools such as Jira and/or ServiceNow.

• Strong analytical and problem-solving skills, with the ability to investigate issues and identify root causes or trends.

• Experience gathering, documenting, and analyzing business requirements.

• Understanding of software testing principles and the ability to create and execute test scenarios.

• Strong written and verbal communication skills, including the ability to communicate technical information to non-technical audiences.

• Ability to work effectively with both technical and business stakeholders.

• Strong attention to detail and commitment to accurate documentation and data integrity.

• Ability to manage multiple priorities in a production support environment.

• Preferred Qualifications

• Experience supporting web-based applications or enterprise systems.

• Experience with Salesforce.

• Experience working in an Agile/Scrum environment.

• Experience facilitating or participating in Scrum ceremonies.

• Experience with data analysis, process improvement, or systems analysis.

• Experience working with CMS or other regulatory/government stakeholders.