Technical Support Analyst 4

We are seeking a customer-focused Technical Support Analyst 4 to support a newly launched digital platform used by charitable organizations throughout the Commonwealth of Virginia. This position plays a critical role in helping users navigate a modern regulatory application system and ensuring a positive customer experience.
The platform is part of a long-term statewide technology modernization initiative designed to improve digital services, streamline regulatory processes, and enhance operational efficiency.
What You'll Do

• Serve as the primary point of contact for users seeking assistance with a regulatory case management and licensing application.

• Troubleshoot, diagnose, and resolve application-related issues.

• Escalate more complex technical issues to appropriate support teams when necessary.

• Guide users through system functionality, workflows, application submissions, and data entry processes.

• Document incidents, requests, and resolutions within the ticketing system.

• Support user onboarding, account access requests, and system orientation.

• Create and maintain user support materials, including FAQs, knowledge base articles, and quick-reference guides.

• Perform routine quality assurance checks to identify potential issues and ensure proper system functionality.

• Collaborate with business analysts, developers, and other stakeholders to communicate recurring issues and recommend improvements.

• Assist with application updates, release testing, and user communications related to new features.

• Ensure all support activities comply with agency policies, security standards, and regulatory requirements.

Qualifications
Required

• 8+ years of experience providing customer service in a technical support, help desk, application support, or customer support environment.

• 8+ years of experience supporting customers or end users of SaaS and/or low-code/no-code platforms such as ServiceNow, Appian, Microsoft Power Platform, or similar applications.

• 8+ years of experience testing complex systems and validating that business requirements and user needs are met.

• Strong customer service, troubleshooting, and problem-solving skills.

• 8+ years of experience communicating technical concepts in a clear, concise, and user-friendly manner, both verbally and in writing.

• 8+ years of experience demonstrating strong organizational skills, attention to detail, and the ability to manage multiple requests simultaneously.

• 8+ years of experience working independently while collaborating effectively with cross-functional teams.

• Experience documenting incidents, requests, and resolutions within a ticket management system.

• Ability to create user support documentation, knowledge base articles, and training materials.

Desired

• 5+ years of experience supporting government, regulatory, licensing, compliance-driven, or public-sector applications.

• 2+ years of experience using ticket management platforms such as ServiceNow, Jira, Freshdesk, or similar systems.

• Familiarity with user onboarding, training, and knowledge base development.

• Experience supporting application releases, user acceptance testing (UAT), and quality assurance activities.

• Experience working in large-scale technology modernization or digital transformation initiatives.