Case Management Analyst (Government)

TL;DR

Case Management Analyst (Government): Researching, tracking, and resolving customer inquiries across multiple systems for federal agencies with an accent on identity document verification and process optimization. Focus on managing service tickets, ensuring compliance with federal guidelines, and delivering high-quality customer support.

Location: Remote (Must be a U.S. citizen)

Company

hirify.global is a mission-driven organization delivering technology-enabled solutions to defense, civilian, and homeland security sectors.

What you will do

• Research, track, and resolve applicant issues using multiple platforms and databases.
• Perform authentication reviews of identity documents to detect fraudulent materials.
• Manage customer cases, triage service tickets, and assist with data corrections.
• Maintain detailed customer records and documentation in accordance with SOPs.
• Communicate effectively with customers to resolve complex inquiries.

Requirements

• High School Diploma and 3+ years of relevant experience.
• Must be a U.S. citizen to meet federal contract requirements.
• Ability to obtain and maintain a Public Trust or Suitability Determination.
• Strong phone etiquette and professional documentation skills.
• High level of accountability and attention to detail.

Nice to have

• Experience working in a call center environment.
• Proficiency with ticketing systems.

Culture & Benefits

• Comprehensive health care plan (Medical, Dental, and Vision).
• Retirement planning with a 401(k) plan.
• Paid Time Off and Family Leave (Maternity/Paternity).
• Life insurance and disability coverage.
• Commitment to training and professional development.