Technical Support Analyst at eSimplicity

United States

$57.7k - $87.3k

Description About Us eSimplicity is a modern digital services company that partners with government agencies to improve the lives and protect the well-being of all Americans, from veterans and service members to children, families, and seniors. Our engineers, designers, and strategists cut through complexity to create intuitive products and services that equip federal agencies with solutions to courageously transform today for a better tomorrow This position is contingent upon contract award Responsibilities: Providing Tier 1 through Tier 3 help desk support for both internal CMS users and external State Medicaid Agency (SMA) users of the MESH platform, including triage, troubleshooting, escalation, and resolution Receiving, logging, and managing support tickets in CMS ServiceNow and Jira, ensuring complete and accurate documentation of issues, root cause, and resolution steps Diagnosing functional and technical issues across the Salesforce-based MESH platform, integrations (T-MSIS, MBES/MacFin, Microsoft 365, CMS DataConnect), and supporting CMS enterprise tools (IDM/Okta, EUA, GitHub, Box) Walking users through configuration, navigation, submission workflows, and report features; producing clear written and verbal guidance suited to varying levels of technical familiarity Monitoring system status, alerts, and tickets during after-hours and extended-hours coverage windows that span all U.S. continental time zones, Alaska, Hawaii-Aleutian, Guam, CNMI, American Samoa, Puerto Rico, and the U.S. Virgin Islands Following documented Service Level Agreements (SLAs) for response and resolution, including expedited handling of priority incidents that affect production stability, user access, or critical workflows Coordinating with development, QA, security, and DevOps teams to escalate complex issues, capture diagnostic information, and validate fixes prior to closure Supporting scheduled maintenance windows that fall outside standard Eastern-time business hours and communicating planned outages and changes to affected users Maintaining and improving the MESH knowledge base, including FAQs, Quick Reference Guides (QRGs), troubleshooting articles, and policy/process guidance, in accordance with CMS approval workflows Identifying recurring issues and trends from ticket data and recommending automation, process, or training improvements to reduce ticket volume and improve user satisfaction Supporting onboarding of new users, including walk-throughs of access provisioning, MESH navigation, and submission/reporting workflows; conducting training sessions and producing 508-compliant training materials Producing weekly, monthly, and quarterly metrics on ticket volume, response and resolution times, user satisfaction, and trends for inclusion in CMS operational reports Ensuring all support interactions and ticket data handling align with CMS privacy, data retention, accessibility (Section 508), and security requirements, including audit trails for all actions Requirements Required Qualifications: All candidates must pass public trust clearance through the U.S. Federal Government. This requires candidates to either be U.S. citizens or pass clearance through the Foreign National Government System which will require that candidates have lived within the United States for at least 3 out of the previous 5 years, have a valid and non-expired passport from their country of birth and appropriate VISA/work permit documentation Associate’s or Bachelor’s degree in Information Systems, Business, or related field; in lieu of a degree, 4 years of relevant technical support experience may be substituted 2+ years of technical support, help desk, or customer service experience supporting an enterprise software platform Hands-on experience with a ticketing system such as ServiceNow, Jira Service Management, or equivalent Familiarity with Salesforce as an end user or administrator, including the ability to navigate records, reports, and standard configuration Strong troubleshooting and problem-solving skills with the ability to diagnose issues across browsers, identity providers, and integrated systems Excellent verbal and written communication skills, with patience and clarity when working with users who have varying levels of technical familiarity Demonstrated ability to follow documented procedures, escalation paths, and SLAs in a regulated environment Willingness and availability to participate in on-call rotations and extended-hours coverage spanning multiple U.S. time zones, including Alaska, Hawaii-Aleutian, and U.S. territories Desired Qualifications: Federal Government contracting experience, particularly with CMS, MACBIS, or other HHS programs Salesforce Administrator certification or equivalent practical experience ITIL Foundation certification Experience supporting Section 508 accessibility tooling and assistive technologies Experience writing or maintaining knowledge-base articles, QRGs, and end-user training materials Familiarity with Medicaid, Medicare, or other federal health programs Excellent command of written and spoken English Working Environment: eSimplicity supports a remote work environment operating within the Eastern time zone so we can work with and respond to our government clients. Expected hours are 9:00 AM to 5:00 PM Eastern unless otherwise directed by your manager. Occasional travel for training and project meetings. It is estimated to be less than 5% per year. Candidates are expected to participate in on-call rotations, during business hours, and as needed (for high-priority incidents) outside of normal business hours. Schedules will rotate to support after-hours, weekend, and holiday coverage windows that span all U.S. continental time zones, Alaska, Hawaii-Aleutian, and U.S. territories (Guam, the Commonwealth of the Northern Mariana Islands, American Samoa, Puerto Rico, and the U.S. Virgin Islands). Benefits: eSimplicity offers a comprehensive benefits package, including medical, dental, and vision coverage, 401(k) retirement benefits, paid time off, paid holidays, life and disability insurance, and additional wellness and employee support programs. Eligibility may vary based on employment status and applicable plan terms. Reasonable Accommodation: eSimplicity is committed to providing reasonable accommodations to qualified individuals with disabilities during the application and hiring process. Applicants who need assistance or an accommodation should contact Human Resources. Equal Employment Opportunity: eSimplicity is an Equal Opportunity Employer, including disability and protected veteran status. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, disability, or any other legally protected status