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Business Analyst, Help Desk Technician – Homeland Security
Team Carney, Inc.Business Analyst and Help Desk Technician position supports the Department of Homeland Security. Resolving technical issues and ensuring effective software for national border security agents.
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Provide exceptional Tier 1 & 2 support for the software, resolving login, performance, and functionality issues.
- Engage with agency stakeholders to gather, evaluate, and write comprehensive requirements (use cases, user stories, and wireframes).
- Conduct manual testing, regression testing, and support user acceptance testing (UAT) to ensure software builds are error-free.
- Author clear user guides, FAQs, and lead webinars to assist personnel in adopting new software features.
Requirements
What you’ll need- Minimum of 2 years of experience in software development business analysis or IT helpdesk operations.
- Familiarity with requirements software (JIRA, Confluence) and ticketing platforms (ServiceNow, Zendesk, or similar).
- Bachelor's degree in IT, Business Administration, or related field preferred (equivalent experience accepted).
- Ability to obtain and maintain a federal background suitability check.
Benefits
Comp & perks- Comprehensive Health: Competitive medical, dental, and vision options (BCBS CareFirst), plus HSA and FSA.
- Financial Protection: 401(k) with corporate match, and fully paid life and disability insurance.
- Work-Life Harmony: Generous PTO, 11 paid federal holidays, and 6 weeks of fully paid parental leave.
- Professional & Personal Growth: Up to $5,000 annually in tuition assistance or student loan repayment, plus $200/year "Get Out and Learn" and $200/year "Get Out and Run" micro-benefits.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Software Development Business AnalysisIT Helpdesk OperationsRegression TestingUser Acceptance TestingWriting Use CasesCreating User StoriesDeveloping Wireframes
Soft Skills
CommunicationProblem-SolvingCollaboration