Company Description

ANALYGENCE, INC. (ANALYGENCE) is a Disadvantaged, Service Disabled Veteran-Owned professional services small business established in 2010 on the principle of providing our customers with results driven professionals that understand the dynamic customer environment and can be relied upon to help them achieve their objectives. ANALYGENCE works with customers to develop and execute innovative strategies to improve processes and achieve customer goals. Our people are service-oriented professionals with varying military, government and industry backgrounds, who understand the level of commitment and flexibility it takes to progress customers forward in a dynamic work environment. We cater to the specific needs of each individual customer to help them lay out a path for success. Job Description

The successful Help Desk Financial Support Analyst shall:

• Serve as a Team Lead providing daily work direction, supervision and guidance to the other analysts on the desk
• Provide senior level Help Desk operational support and financial analysis support
• Manage the allocation of team resources including daily work and phone schedules
• Provide guidance to team members to achieve successful outcomes
• Respond to escalated telephone calls, emails and personnel requests for advanced customer issues
• Document, track, and monitor customer issues and ensure timely, accurate resolution in a customer case tracking application
• Analyze and provide solutions to complex financial system requirements and issues
• Prioritize and escalate issues to appropriate subject matter expert or responsible department
• Escalate 'critical' situations following Quality Management System (QMS) procedures
• Serve as a Quality Representative for the Department's Quality Management System
• Manage multiple priorities and follow-through on work responsibilities to completion
• Provide technical, task leadership and communication
• Serve as a leader within the department in regard to financial systems analysis, report and reconciliation activities, ad-hoc projects and Help Desk operation
• Ensure analyst conformance to work standards and quality assurance practices
• Maintain subject matter expertise and knowledge in a variety of the department concepts, practices, and procedures
• Provide direct oversight in problem resolution for advanced customer issues
• Participate in inter-departmental meetings to liaise procedural issues between departments
• Identify team and individual training needs and assist with training new employees
• Create, distribute and perform the analysis of operational reports to management and team members
• Suggest recommendations to improve process workflow and business practices
• Provide consultation and be a specialist on complex projects/tasks
• Rely on a wide range of experience and independent judgement to perform the functions of the position
• Monitor, manage, and decide with assistance from other team leads when to activate cross-trained resources during seasonal periods of very high volume

Qualifications

Education and Experience Requirements:

• Bachelor's Degree from an accredited college or university
• Three (3) years of specialized experience in any combination of the following areas such as: Banking; Accounts Payable/Accounts Receivable; Human Resources; Payroll operations including: payroll production, payroll reporting, payroll accounting and taxation, benefits, accruals, claims auditing, payment processing, training, accounting/finance, report and reconciliation; customer support/Help Desk services; supervising or team leadership role; project/program management; Federal accounting; and financial management policies, practices, and operations

Required skills include:

• Ability to think critically, analytically, problem solve independently, and effectively work in a collaborative team environment
• Strong customer service/support skills
• A high-level of integrity, strong sense of confidentiality with a customer service focus
• Exhibiting high stress tolerance and conflict mitigation and management
• Keen attention to detail and effective interpersonal skills
• Experience with workload allocation, prioritization, incident monitoring and escalation management
• Effectively communicate orally and in writing with various levels of senior management across various departments in order to serve as a department representative during meetings
• Act independently under general direction
• Ability to lead and direct the work of other support analysts and through subject matter knowledge, gain the confidence and support of other analysts on the team

Note that an active Secret Clearance is required.

Additional Information

ANALYGENCE, Inc. is an Equal Opportunity Employer