Senior Functional/Business Analyst – Help Desk
Senior Functional/Business Analyst – Help Desk
Category: Service Desk / End User Services
Main location: United States, Virginia, Fairfax
Position ID: J0124-1208
Employment Type: Full Time
CGI is seeking a Functional/Business Analyst to join our team supporting a federal client in utilizing and maximizing their investment in their financial, procurement, asset management, and travel systems to further their government missions and improve operational efficiency. The candidate will be client-facing and assist our clients in their day-to-day activities using the Momentum Financials/Acquisition ERP solution. As the first line of support, the team works directly with the client on incident intake, issue resolution, training support, knowledge management, functional testing, and preparing for system upgrades and releases.
Your future duties and responsibilities:
Provide day-to-day management customer support team to ensure customer service is timely and accurate, in accordance with client procedures
Intake requests and incidents from a variety of channels including phone, e-mail, in person.
Diagnosing issues by leveraging knowledge bases, documentation, previous incidents, other online toolsets, and by reaching back to subject matter experts
Responding to users with resolutions to issues
Tracking user issues and identifying trends to help inform new training needs
Identifying applicable Frequently Asked Questions (FAQ) guides, training references, and other knowledge resources for users when providing issue resolutions, and creating and updating these documentation sources
Troubleshooting end user issues by recreating the issue in non-production environments and testing the functionality
Required qualifications to be successful in this role:
Minimum 3 years of experience supporting back office or enterprise systems
Ability to provide exceptional customer service
Analytical skills for troubleshooting issues
Excellent communications skills, oral and written
Knowledge of Momentum Financials/Acquisitions or similar ERP product
Knowledge of SQL and willingness to troubleshoot back-end issues
Top Secret Clearance
CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to: skill set level; experience and training; and licensure and certifications. CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $61,000- $106,800.
Help Desk/IT Services
What you can expect from us:
Insights you can act on
While technology is at the heart of our clients’ digital transformation, we understand that people are at the heart of business success.
When you join CGI, you become a trusted advisor, collaborating with colleagues and clients to bring forward actionable insights that deliver meaningful and sustainable outcomes. We call our employees “members” because they are CGI shareholders and owners and owners who enjoy working and growing together to build a company we are proud of. This has been our Dream since 1976, and it has brought us to where we are today — one of the world’s largest independent providers of IT and business consulting services.
At CGI, we recognize the richness that diversity brings. We strive to create a work culture where all belong and collaborate with clients in building more inclusive communities. As an equal-opportunity employer, we want to empower all our members to succeed and grow. If you require an accommodation at any point during the recruitment process, please let us know. We will be happy to assist.
Ready to become part of our success story? Join CGI — where your ideas and actions make a difference.
Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics.
CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at USEmploymentCompliance@cgi.com . You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a Position ID will not be returned .
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All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances.
CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI’s legal duty to furnish information.