Government and Public Sector - Customer Support Analyst

From strategy to execution, the Government & Public Sector practice of Ernst & Young provides a full range of consulting and audit services to help our Federal, State, Local and Education clients implement new ideas to help achieve their mission outcomes. We deliver real change and measurable results through our diverse, high-performing teams, quality work at the highest professional standards, operational know-how from across our global organization, and creative and bold ideas that drive innovation. We enable our government clients to achieve their mission of protecting the nation and serving the people; increasing public safety; improving healthcare for our military, veterans, and citizens; delivering essential public services; and helping those in need. EY is ready to help our government build a better working world.

The opportunity

Ernst & Young (EY) US Government and Public Sector (GPS) practice is a robust and emerging practice with tremendous potential for growth - and we are prepared to tap into that potential. Our US GPS practice combines an understanding of the public sector’s diverse needs, focused on delivering improved public services, with private sector leading practices. This integrated approach facilitates multidimensional support and flexibility to meet our clients’ changing needs. We are seeing tremendous growth within the GPS team and there is a great need for rising leaders. Unprecedented challenges require us to be connected, responsive and insightful. Are you ready to join our team and help build a better working world?

Your key responsibilities

We’ll look to you to interact directly with the customer, stakeholders, and subject matter resources. Your responsibilities will also include to manage, assess, and implement changes to the related deliverables. You can expect to help our clients with customer service request to achieve their business objectives.

Responsibilities include:

• Managing the effective operation of the Customer Service requests and timely resolution of tickets
• Escalating service tickets, as appropriate, once initial troubleshooting fails
• Updating stakeholders on any potential high-level issues
• Working with end users who are having issues with any of the USCIS ICAM Logical Access applications
• Maintaining quality service by assisting in establishment and enforcement of Customer Service Support standards, policies, knowledge-based articles (KBA) and procedures
• Providing technical support to users reaching out to Customer Service to resolve problems or issues.
• Technical troubleshooting may be required prior to working with the developers.
• Provide presentation and data analytics based on activity occurring during a two-week sprint cycle
• Running daily reports for senior management
• Creating new KBA material based on user issue data
• Performing backup scrum master responsibilities when necessary

Skills and attributes for Success

• Strong leadership skills and excellent oral and written communication skills
• Aptitude and willingness to work to become a trusted advisor to clients who share in your passion for all things biometrics
• Expertise in assessing and applying technology to modernize aviation operations preferred
• Ability to work in a high-demand, fast-paced environment
• Ability to establish, maintain and strengthen internal and external relationships
• Ability to create innovative insights for clients, adapt methods and practices to fit operational team and cultural needs, and contribute to thought leadership
• Anticipate and identify risks, and escalate any issues as appropriate
• Develop people through effectively supervising, coaching, and mentoring staff; help create a positive learning culture
• Conduct performance reviews and contribute to performance feedback for staff

To qualify for the role, you must have

• A Bachelor’s degree (Master’s preferred)
• 3-5 years of professional, relevant experience
• Ability to obtain and maintain a Secret Clearance or higher, which will be driven by the engagement requirements
• Ability to learn IT applications to effectively communicate technical requirements when troubleshooting
• Strong oral and written communication skills and the ability to present a polished, professional, and diplomatic image to clients
• Strong attention to detail and organization skills
• Proficient in windows-based software including Word, Excel, Power Point, Visio
• Working knowledge of ServiceNow, Jira/Confluence is preferred

Due to the nature of our work in the Government and Public Sector, work may be required to be completed at client, EY and/or contractor sites. Our goal is to assign professionals to projects within a commutable distance of their work location office.  In certain circumstances, travel may be required beyond your work location based on client and project needs. Candidates should be willing to travel on average 25% to 30% or more in a hybrid environment.

Ideally, you’ll also have

• Secret Clearance or higher
• Master’s Degree

What we look for

We’re interested in highly motivated, talented individuals with a strong willingness to think outside of the box and continue to learn. You can expect plenty of autonomy in this role, so you’ll need the motivation to take initiative and seek out opportunities to improve our current relationships and expand our business in the evolving market. If you’re serious about consulting and ready to take on some of our clients’ most complex issues, this role is for you.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.