VDACS - Technical Support Analyst 4 - IN PERSON IVs Required

Nleague Services Inc

Richmond, Virginia

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JOB DETAILS

SALARY

$59.05–$59.05 Per Hour

JOB TYPE

Full-time

SKILLS

Administrative Skills, Analysis Skills, Atlassian JIRA, Best Practices, Business Analysis, Call Centers, Certified Case Manager (CCM), Communication Skills, Cross-Functional, Customer Relations, Customer Support/Service, Data Entry, Detail Oriented, Documentation, Financial Services, Frequently Asked Questions (FAQ), Government Regulations, Help Desk Software, Identify Issues, Information Systems/Technology IS/IT Administration, Information/Data Security (InfoSec), Maintain Compliance, Microsoft Product Family, Needs Assessment, Onboarding, Organizational Skills, People Management, Product/Service Launch, Regulations, Regulatory Compliance, Regulatory Requirements, Resolve Customer Issues, Salesforce.com, ServiceNow, Software Administration, Software as a Service (SaaS), System Validation, Technical Support, Testing, Time Management

LOCATION

Richmond, Virginia

POSTED

3 days ago

Technical Support Analyst - Regulatory ApplicationIN PERSON IVs only! No exceptions required. ON SITE REQMT: 5 workdays onsite, Monday - Friday MAX VENDOR RATE: $59.05 *Deadline to submit: By 4 pm EST on Tuesday 7/21ON SITE REQUIREMENT: 5 days onsite at 102 Governor St., Richmond, VA 23219 - NO Exceptions!LOCATION REQUIREMENT: Work hours, Monday - Friday, must be onsite at the above location in order to access call center system. PARKING is available for this position at a cost of $50 per month.Role Description, Day to DayA new online platform called Evoke launched in February for the Office of Charitable and Regulatory Programs, Consumer Protection (CP), to now receive digital applications and renewals from the more than 12,000 charitable organizations that register to solicit funds in the Commonwealth.This is part of an agency-wide initiative, called NexGen Regulatory Platform, to modernize the use of technology to better serve residents of Virginia as well as make government duties more efficient. The Evoke online platform will be rolled out for about 20 programs over the next decade and is being supported by the Office of Information Systems, Administrative and Financial Services.ResponsibilitiesServe as the primary point of contact for end users seeking assistance with a regulatory case‑management or licensing application built on a low‑code platform.Triage, diagnose, and resolve user‑reported issues, escalating to technical teams when needed.Provide guidance on system functionality, workflows, form completion, and data entry best practices.Document all requests, incidents, and resolutions in the organization's ticketing system.Assist with onboarding new users, including account access requests and orientation to system features.Assist in updating and maintaining user‑friendly support materials such as quick‑start guides, FAQs, and knowledge‑base articles.Conduct routine quality checks to validate system behavior and identify potential issues proactively.Collaborate with business analysts and developers to communicate recurring issues and recommend improvements.Support release cycles by helping test new features, documenting results, and guiding users through changes.Ensure all support activities align with agency policies, regulatory requirements, and data‑security standards.QualificationsStrong customer service skills, with the ability to remain patient, clear, and solution‑oriented when assisting users of varying technical abilities.Demonstrated customer service experience, preferably in a technical support, help desk, or application support environment.Experience providing customer or technical support for SaaS or low‑code/no‑code applications (e.g., Salesforce, Appian, Microsoft Power Platform, ServiceNow).Strong communication skills, with an ability to translate technical concepts into clear, user‑friendly guidance.Experience supporting government, regulatory, or compliance‑driven applications preferred.Detail‑oriented, organized, and capable of managing multiple requests simultaneously.Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk).Ability to work independently while collaborating effectively with cross‑functional teams.Required/Desired SkillsSkill - Required /Desired - Amount - of ExperienceExtensive experience providing customer service skills, preferably in technical support, help desk, or application support environment. - Required - 8 - YearsStrong communication skills, with an ability to translate technical concepts into clear, user-friendly guidance. - Required - 8 - YearsExtensive experience providing customer or technical support for SaaS or low code/no code applications (e.g., ServiceNow, Appian, Power Platform) - Required - 8 - YearsExperience in testing complex systems to determine that business needs are met. - Required - 8 - YearsDetail oriented, organized, and capable of managing multiple requests simultaneously. - Required - 8 - YearsAbility to work independently while collaborating effectively with cross functional teams. - Required - 8 - YearsExperience supporting government, regulatory, or compliance-driven applications preferred. - Desired - 5 - YearsFamiliarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk). - Desired - 2 - Years

VDACS - Technical Support Analyst 4 - IN PERSON IVs Required

Nleague Services Inc

Richmond, Virginia

About the Company

Nleague Services Inc

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