Application Support Analyst
*This is an on-site role.
Description:
- A new online platform called Evoke launched in February for our client to now receive digital applications and renewals from the more than 12,000 charitable organizations that register to solicit funds in the Commonwealth.
- This is part of an agency-wide initiative called NexGen Regulatory Platform to modernize the use of technology to better serve residents of Virginia as well as make government duties more efficient.
- The Evoke online platform will be rolled out for about 20 programs over the next decade and is being supported by multiple agencies.
Responsibilities
- Serve as the primary point of contact for end users seeking assistance with a regulatory case management or licensing application built on a low-code platform.
- Triage diagnose and resolve user-reported issues escalating to technical teams when needed.
- Provide guidance on system functionality workflows form completion and data entry best practices.
- Document all requests incidents and resolutions in the organizations ticketing system.
- Assist with onboarding new users including account access requests and orientation to system features.
- Assist in updating and maintaining user-friendly support materials such as quick start guides FAQs and knowledgebase articles.
- Conduct routine quality checks to validate system behavior and identify potential issues proactively.
- Collaborate with business analysts and developers to communicate recurring issues and recommend improvements.
- Support release cycles by helping test new features documenting results and guiding users through changes.
- Ensure all support activities align with agency policies regulatory requirements and data security standards.
Required Skills/Knowledge/Experience:
- Extensive experience providing customer service skills, preferably in technical support, help desk, or application support environment., Required 8 Years
- Strong communication skills, with an ability to translate technical concepts into clear, user-friendly guidance., Required 8 Years
- Extensive experience providing customer or technical support for SaaS or low code/no code applications (e.g., ServiceNow, Appian, Power Platform), Required 8 Years
- Experience in testing complex systems to determine that business needs are met., Required 8 Years
- Detail oriented, organized, and capable of managing multiple requests simultaneously., Required 8 Years
- Ability to work independently while collaborating effectively with cross functional teams., Required 8 Years
- Experience supporting government, regulatory, or compliance-driven applications preferred., Desired 5 Years
- Familiarity with ticket management systems (e.g., ServiceNow, Jira, Freshdesk)., Desired 2 Years
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