Program Analyst (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Program Analyst in the United States.

This role offers the opportunity to provide critical support for enterprise-level dashboards and case management systems, ensuring seamless functionality and user satisfaction. You will be responsible for triaging, resolving, and escalating issues while maintaining strong communication with stakeholders across multiple teams. This position allows you to apply your technical expertise in Tableau and IT systems, contribute to process improvements, and participate in project implementations. The role involves remote work flexibility, occasional shift schedules, and interaction with users across different departments. You will play a pivotal part in maintaining operational efficiency and enabling end-users to leverage technology effectively. Ideal candidates are customer-focused, detail-oriented, and thrive in a collaborative, fast-paced environment.

Accountabilities:

• Provide Tier 1 help desk support for Tableau-based dashboards and case management systems, ensuring timely resolution of end-user issues.
• Assist users with system access, troubleshooting, and escalating problems to development or operations teams when necessary.
• Log support requests accurately into the ticketing system and track their resolution.
• Collaborate with cross-functional teams to identify, diagnose, and resolve technical issues.
• Implement projects and work plans as directed, ensuring timely completion of tasks.
• Support onboarding of new users into databases and provide email support as needed.
• Adapt to shift schedules, including weekends and holidays, to meet customer requirements.

• BA/BS degree or equivalent experience with 2+ years of technical customer support experience.
• Exceptional customer service skills and strong interpersonal abilities to communicate effectively with personnel at all levels.
• Proficiency with Tableau, including dashboard functionality, and familiarity with IT help desk operations.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to multi-task, work independently, and maintain confidentiality with sensitive information.
• Detail-oriented with the capacity to follow directions and complete tasks accurately.
• Ability to work under competing priorities in a fast-paced environment.
• Preferred: Experience with ITIL-based practices, technical certifications, or prior work with federal case management systems.