Job Family :
Business Systems Analysis (Digital)
Travel Required :
Clearance Required :
Ability to Obtain Public Trust
What You Will Do :
Guidehouse Digital is seeking a Partner Success Analyst to join our Partner Services team. The Partner Services team is responsible for the ensuring that all Grant Solutions Partners can successfully manage their grants business using our system and service offerings. We bring value to their business by offering strategic guidance on grants business processes, policies and regulations, understanding business needs and offering creative solutions, and ensuring the successful end-to-end processing of grants from application to award.
Location can be Full Time Remote or Rockville, MD
Having a comprehensive understanding of and documenting the Federal Partner’s grants management business and operational objectives to include roles and responsibilities, grants business functions, workflows, reports, and unique needs.
Identifying Federal Partner’s specific business process improvements and potential Grant Solutions systems/service enhancements.
Assisting the team with pertinent communications to Federal Partners as it relates to their business process, system updates, or other grants management news.
Assisting the team lead to implement the Partner-specific strategy.
Learning the ins and outs of the software system in order to provide technical troubling-shooting and problem-solving expertise.
Becoming a Subject Matter Expert (SME) on system components in order to fully service the Federal Partner’s needs in the forms of technical analysis, troubleshooting, and offering advice on future enhancements.
Identifying and resolving end-user issues or other support needs through email, phone, chat or on-site meetings.
Understanding and responding to help desk tickets, support tickets, user requests to deliver on time and quality results in conjunction with teammates.
Operational, daily issue-to-issue tracking to resolution and effective escalation as necessary.
Conducting user acceptance or system testing on behalf the Partner in support of system releases.
Analyzing release notes and impacts to Federal Partner(s).
Root cause analysis of Partner reported issues in collaboration with the Partner to drive issue resolution and remediation.
Completing User Acceptance Testing (UAT) on functionality and releases
Coordinating and scheduling meetings, preparing materials, responding promptly
What You Will Need :
Bachelor’s degree and a minimum of 1 year of experience in a customer facing role or the equivalent combination of education and experience
Strong communication skills, written and verbal
Ability to demonstrate customer service experience and handling of customers
Strong organizational skills to use technology, resources, and time efficiently
Proficient in MS products (Excel, Word, and PowerPoint)
You must obtain and maintain a Public Trust Clearance
What Would Be Nice To Have :
Customer services experience
Salesforce and Visio experience
Technical troubleshooting experience
Requirements gathering/UAT experience
The annual salary range for this position is $50,600.00-$76,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.
What We Offer:
Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.
Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
401(k) Retirement Plan
Group Term Life and Travel Assistance
Voluntary Life and AD&D Insurance
Health Savings Account, Health Care & Dependent Care Flexible Spending Accounts
Transit and Parking Commuter Benefits
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development, Certifications & Learning Opportunities
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Care.com annual membership
Employee Assistance Program
Supplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)
Position may be eligible for a discretionary variable incentive bonus
Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.
Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.
If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at [email protected] . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.
Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.