Service Management Business & Tech Analyst

This is a remote job opportunity to support the Centers for Medicare & Medicaid Services (CMS)!

Job Overview
We are seeking a dedicated Service Management Business & Tech Analyst to serve as the bridge between our clients and the system/application teams. You will ensure that our systems run smoothly by leveraging strong communication skills, technical expertise, and a deep understanding of our products. Your role will involve identifying and resolving client issues, collaborating with development teams, and maintaining operational documentation to support service excellence.

Key Responsibilities

• Act as the primary point of contact between clients and internal teams, ensuring clear, effective communication across stakeholders, customers, and contractors.


• Monitor, analyze, and troubleshoot production incidents using tools like Splunk to identify patterns and recreate issues.


• Collaborate with development and testing teams, providing insights into functional aspects of applications to enhance product stability.


• Articulate issues and resolutions to supervisors, leadership, and key stakeholders in a clear and concise manner.


• Maintain and update Operational and Maintenance (O&M) documentation, including User Guides, Run Books, and Manuals.


• Utilize knowledge of web and batch applications and Business Process Design to identify improvements and optimize system performance.


• Work independently, as well as part of cross-functional teams, to resolve issues and implement improvements.

Additional/Optional Skills

• Data analysis and reporting


• Familiarity with ServiceNow and Jira


• Incident management and troubleshooting expertise

Qualifications

• Proven experience in technical support, service management, or systems analysis


• Strong verbal and written communication skills


• Analytical mindset with the ability to diagnose complex issues and develop actionable solutions


• Ability to work collaboratively in both independent and team environments


• Familiarity with business information systems and processes (e.g., financial tracking, inventory management, HR systems)


• Experience in technical documentation and process improvement


• Must be able to obtain a public trust for the position- ship required

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.