Functional Client Support Analyst

Req ID: 217113

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Functional Client Support Analyst to join our team in Washington, District of Columbia (US-DC), United States (US).

Position Summary:
NTT DATA is seeking a full time Functional Client Support Analyst supporting the United States Agency for International Development (USAID), Office of the Chief Information Officer (OCIO), in Washington, DC. The Support Analyst will staff the Solutions Center for USAID's Global Acquisition and Assistance System (GLAAS), a web-based, agency-wide system which automates the procurement process from planning through award and closeout. GLAAS is an implementation of PRISM procurement software and it interfaces with USAID's core accounting system (Phoenix).

Essential Functions:
The Support Analyst will provide functional post-production support to users within the United States and abroad. Support will include interacting directly with users to clarify, analyze, and resolve questions, issues, or problems related to acquisitions and assistance procurement processes and procedures. Support activities will include areas like answering questions for users about the system; troubleshooting interface errors; explaining to users how to create requisitions; and implementing password resets. Please note that this role is more functional than technical in nature. Support Analyst will primarily be assisting users with utilizing the GLAAS system to perform their job duties effectively and efficiently.

Job Duties:
The Support Analyst will be called upon to support in the following areas:

• Provide Tier 2 support for USAID's GLAAS procurement system
• Receive, record, track, resolve, and report GLAAS service desk issues
• Participate in status meetings
• Complete documentation
• Analyze and document processes
• Run weekly metric reports to distribute to client
• Escalate issues to Tier 3 support as required

Basic Qualifications:

• High School Diploma or equivalent
• Minimum 1 1/2 years of experience providing help desk support
• Minimum 1 1/2 years of combination of customer service experience, user and/or system support experience, and a general interest in supporting work in an IT/international development/acquisitions environment
• Must be able to successfully obtain a Secret clearance

Preferred Qualifications:

• Bachelor's degree or equivalent combination of education and work experience
• Excellent oral and written communication skills with ability to present technical concepts and interpret business requirements
• Experience working with GLAAS, PRISM, and/or Phoenix, either on a technical or business process (end-user) level
• Experience supporting the USAID acquisition and assistance (A&A) processes

Work Location:

• The Office is Downtown Washington, DC but currently the Team is working
  Remotely

Candidates for this position will be required to adhere to NTT DATA's and its clients' COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Nearest Major Market: Washington DC
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