Help Desk Analyst – HIOS
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Job Description
Help Desk Analyst providing Tier 2/3 HIOS application support for Pluribus Digital’s government clients. Troubleshooting issues, analyzing requirements, testing fixes, and improving public-service systems.
Responsibilities:
- Monitor the CMS ServiceNow queue and shared Insurance Insight/Insurance Oversight mailbox
- Review, prioritize, assign, and respond to incidents, service requests, and customer inquiries
- Investigate and resolve Tier 2 issues involving website functionality, system processes, user submissions, and HIOS operations
- Escalate complex issues to Tier 3 development, integration, infrastructure, database, security, and other technical personnel
- Create and maintain Jira tickets linked to originating ServiceNow records
- Coordinate support with CMS technical leads and HIOS product, engineering, and operational teams
- Gather, document, and analyze business requirements, user needs, system functionality, operational processes, and performance information
- Translate operational needs into documentation for technical and non-technical audiences
- Analyze ticket trends, resolution patterns, aging, and recurring problems
- Recommend process and system improvements
- Contribute to problem management, system enhancement, and continuous service improvement
- Develop knowledge-base articles, troubleshooting guides, response templates, and process documentation
- Provide users with troubleshooting guidance and timely issue updates
- Prepare and distribute CMS-approved stakeholder communications using Salesforce Marketing Cloud or designated tools
- Prepare ticket-trend, utilization, and Helpdesk status reports for weekly program meetings
- Communicate material incidents, recurring issues, trends, and service impacts to leadership and stakeholders
- Maintain accurate information across ServiceNow, Jira, email, requirements documentation, test records, and communications
- Reproduce issues, troubleshoot defects, and verify resolutions
- Document test results, defects, validation outcomes, and supporting evidence
- Support regression testing, user acceptance testing, and post-deployment validation
- Work cross-functionally to improve the HIOS system and user experience
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 with ticketing or service management tools such as Jira and/or ServiceNow
- Strong analytical and problem-solving skills
- Experience gathering, documenting, and analyzing business requirements
- Understanding of software testing principles and ability to create and execute test scenarios
- Strong written and verbal communication skills, including communicating technical information to non-technical audiences
- Ability to work effectively with 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: experience supporting web-based applications or enterprise systems
- Preferred: experience with Salesforce
- Preferred: experience working in an Agile/Scrum environment
- Preferred: experience facilitating or participating in Scrum ceremonies
- Preferred: experience with data analysis, process improvement, or systems analysis
- Preferred: experience working with CMS or other regulatory/government stakeholders
Benefits:
- Annual bonus opportunity
- Medical benefits
- Dental benefits
- Vision benefits
- Paid time off (PTO)
- Company-paid life insurance
- Generous 401(k) match program
- Calm, non-workaholic company culture
- Mission-driven work serving the public good
- Diversity-focused workplace
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