Customer Support Analyst
The Customer Support Analyst, taking daily direction from the Enterprise IT Project Management Office (eIT PMO) Product Support and Compliance Lead, will be responsible to provide product specific application support to eIT PMO medical research IT product users with standard help desk support on the software side, product specific training, and user documentation. The eIT PMO software products currently include: Electronic Document Management System (EDMS); Serious Adverse Events (SAE); Electronic Data Capture – Clinical Research Data Management System (EDC-CRDMS); Clinical Trial Management System (CTMS); Medical Dictionaries, and the Electronic Common Technical Document (eCTD).
The Customer Support Analyst will work with a variety of military and non-military organizations, interfacing with civilians, military, and contractors, physically located both on and off the Ft. Detrick campus. As such, the Analyst must maintain a professional and courteous manner at all times. The Analyst must be able to work both independently and as part of the Product Support Team.
The Analyst must have an eye for detail and demonstrate the ability to absorb and clearly document complex problems. The Analyst must be able to grasp the “bigger picture” when described to them and understand that their daily follow-up and status are crucial to the project providing outstanding customer support for the supported product applications. A thorough knowledge of multiple software tools and an analytical approach is required to create customized reports and provide monthly metrics using applications such as Remedy, Excel, PowerPoint, etc.
The Analyst will work with Product Leads for each of the eIT products, becoming extremely familiar with product functionality. The Customer Support Analyst will manage the product user accounts, assist with setting up initial permissions as well as ensure product specific user orientation material (e.g. user documentation, training materials, quick help sheets, etc.) are provided to new users in a timely manner. The Analyst will perform daily monitoring of the organization’s help desk mailbox, create and monitor helpdesk tickets for all requests, as well as assist the Product Leads by sending user-wide communications related to the products. The Analyst will also monitor the organization’s website to ensure the information advertised is consistent with the products. The Product Support and Compliance Lead will require daily communication regarding customer activities and status. Responsibilities will include overseeing the ticket assignments by monitoring the requests via the Help Desk ticketing tool to ensure a timely resolution and creating ad hoc reports used for monthly metrics. The Analyst must demonstrate the ability to document procedures as well as develop and/or maintain Product Support and Sustainment documentation (i.e. training and marketing materials, plans, SOPs, work instructions).
It will be necessary for the Analyst to become an eIT PMO EDMS product expert as this is the flag-ship product of this office. The EDMS product is based on Content Server software from OpenText Corporation TM. Responsibilities will include designing online and hands-on training presentation packages as well as coordinating, scheduling, and conducting various levels of hands-on EDMS demonstration and training on a weekly basis. Trainings can be conducted via online conference websites but are typically conducted at the customer site; therefore monthly travel is required to local USAMRMC subordinate commands to conduct EDMS training. The Analyst will assist with creating test scripts as well as testing to understand the capabilities.
Responsibilities also include setting up necessary equipment (laptops, web conferencing, dial in info) needed for all product training activities conducted in house and assisting the Product Leads with any necessary training preparations conducted by the vendors for other PMO products.
The Customer Support Analyst will attend weekly team and ad hoc meetings.
Bachelor’s degree with 2 years’ experience or High School diploma and 5 years’ experience.
The Analyst must have an aptitude for continued learning.
The Analyst must demonstrate excellent organization skills as well as verbal and written communication skills to ensure an accurate and timely response is provided to all customers.
A good working knowledge of all products will be the responsibility of the Analyst.
Preferably, the Analyst will have experience with conducting trainings and using Helpdesk tools, such as Remedy, in order to act as the PMO Helpdesk Support by tracking customer activities in one central location.
Leidos is a global science and technology solutions leader working to solve the world’s toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company’s 33,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported pro forma annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an Equal Opportunity Employer.