Technical Support Analyst IN PERSON IVs Required

IN PERSON IVs only! No Exceptions
Technical Support Analyst - Regulatory Application
ON SITE REQMT:5 workdays onsite Monday - Friday

*Deadline to submit: By 4 pm EST on Tuesday 7/21

IN PERSON IVs required - NO EXCEPTIONS

*Deadline to submit: By 4 pm EST on Tuesday 7/21

ON SITE REQUIREMENT: 5 days onsiteat102 Governor St. Richmond VA 23219- NO Exceptions!

LOCATION REQUIREMENT: Work hours Monday - Friday must be onsite at the above location in order to access call center system.

PARKING is available for this position at a cost of $50 per month.

Role Description Day to Day:

A new online platform called Evoke launched in February for the Office of Charitable and Regulatory Programs Consumer Protection (CP) to now receive digital applications and renewals from the more than 12000 charitable organizations that register tosolicitfunds 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 the Office of Information Systems Administrative and Financial Services.

Responsibilities

Serve as the primary point of contact for end users seekingassistancewith a regulatory casemanagement or licensing application built on a lowcode platform.
Triage diagnose and resolve userreported 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.
Assistwith onboardingnew users including accountaccess requestsand orientation to system features.
Assistin updating andmaintaininguserfriendly support materials such as quickstart guides FAQs and knowledgebase articles.
Conduct routine quality checks tovalidatesystem behavior andidentifypotential 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 datasecurity standards.

Qualifications

Strong customer service skills with the ability to remain patient clear and solutionoriented whenassistingusers of varying technical abilities.
Demonstratedcustomer service experience preferably in a technical support help desk or application support environment.
Experience providing customer or technical support for SaaS or lowcode/nocode applications (e.g. Salesforce Appian Microsoft Power Platform ServiceNow).
Strong communicationskills with an ability to translate technical concepts into clear userfriendly guidance.
Experience supporting government regulatory or compliancedriven applications preferred.
Detailoriented organized and capable of managing multiple requests simultaneously.
Familiarity with ticket management systems (e.g. ServiceNow Jira Freshdesk).
Ability to work independently while collaborating effectively with crossfunctional teams.