Customer Support Analyst

TL;DR

Customer Support Analyst: Managing user intake and provisioning for Veterans Affairs (VA) data modernization initiatives with an accent on ITSM ticket triage and platform access support. Focus on streamlining onboarding workflows, maintaining technical documentation, and ensuring high-quality service delivery within a secure federal environment.

Location: Must be based in the United States

Salary: $110,000 - $130,000 Annually

Company

hirify.global is a government IT services provider dedicated to transforming agency operations through innovative technology solutions.

What you will do

• Serve as the primary point of contact for VA Data Modernization customer support.
• Manage ticket intake, triage, and routing to technical teams using ITSM platforms.
• Facilitate rapid user onboarding and provisioning for cloud data environments.
• Maintain and update SOPs, troubleshooting guides, and onboarding documentation.
• Coordinate with SMEs to ensure white-glove support for platform users.
• Identify and escalate process inefficiencies to improve support workflows.

Requirements

• Must be based in the United States
• Bachelor’s degree in IT, Engineering, or related field plus 10 years of experience.
• 8 years of experience in business analysis, project management, or similar roles.
• Proficiency with ITSM platforms such as ServiceNow.
• Ability to obtain and maintain a Public Trust clearance.
• Strong analytical, troubleshooting, and process documentation skills.

Nice to have

• Experience supporting federal agencies, specifically Veterans Affairs (VA).
• Knowledge of NDS, CDW, and VA data governance.
• Familiarity with Databricks and cloud data platforms.
• Experience with Jira and SharePoint.

Culture & Benefits

• Flexible work environment with fully remote options.
• Access to training, education, and certification assistance.
• Comprehensive employee assistance program (EAP) and pet insurance.
• Internal mobility and referral bonus programs.
• Collaborative team environment focused on meaningful government impact.

Hiring process

• Virtual video interview with the hiring manager (camera required).
• Enhanced biometrics ID verification and background check (past 7 years).
• Verification of education and employment history.