Salesforce Incident Management Analyst

We are GDIT. The people supporting and securing some of the most complex government, defense, and intelligence projects across the country. We ensure today is safe and tomorrow is smarter. Our work has meaning and impact on the world around us, but also on us, and that’s important.

GDIT is your place. You make it your own by embracing autonomy, seizing opportunity, and being rusted to deliver your best every day.

We think. We act. We deliver. There is no challenge we can’t turn into opportunity. Our work depends on a Salesforce Incident Management Analyst joining our team to support the Centers for Medicare & Medicaid Services (CMS) activities.

At GDIT, people are our differentiator. As a Salesforce Incident Management Analyst supporting Marketplace Assister Technical Support (MATS) Logical Follow-On (LFO), you will be trusted to work on providing technical support services to the Independent Dispute and Resolution (IDR) in support of Affordable Care Act (ACA) of 2010. In this role, a typical day will include:

• Create, prioritize, and triage service requests and incident tickets, ensuring quality and timely resolution.
• Monitor Salesforce system and applications to identify and resolve issues proactively.
• Work closely with Incident Manager and cross-functional teams to address and resolve service requests and incidents, ensuring effective communication.
• Develop and refine Incident Management and monitoring procedures, driving continuous improvement.
• Document tickets, incidents, solutions, and root cause analyses clearly; escalate critical incidents as needed.
• Analyze trends in alerts and performance to prevent future incidents.
• Participate in client meetings and document notes in a clear and concise manner as needed.
• Facilitate internal and external training presentations by demonstrating knowledge of technical processes, workflows, and answering questions from participants clearly and concisely.
• May provide mentorship to more Jr team members and may function as back-up to lead as needed.

Required Qualifications:

• Bachelor’s degree and/or high school and 10+ years of related experience researching, crafting, and standardizing written responses to complex inquiries.
• Experience with incident management and/or root cause analysis
• Experience using Salesforce
• Working knowledge of health care, the ACA, and/or related issues.
• Exceptional communication and presentation skills, with the ability to present technical and non-technical information to various audiences.
• Candidate must be able to obtain Public Trust clearance.
• Candidate must have lived in the United States at least three (3) out of the last five (5) years.

Preferred Qualifications:

• Hands-on experience triaging service requests and incident tickets.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office Suite (such as Word, Excel, PowerPoint, and Outlook).
• Experience using JIRA and Confluence.
• 3+ years in systems administration, preferably in the government sector.
• Certified Salesforce Associate or Certified Salesforce Administrator
• Ability to work independently and collaboratively.
• Ability to manage time, set priorities, and work under time constraints.
• Proven team player; strong relationship building skills both internally and externally.
• Excellent organizational skills and ability to multitask.
• Interest in health policy, health care reform, and strong commitment to social justice and health equity.
• Customer service oriented and solution-focused attitude.

WHAT GDIT CAN OFFER YOU:

• An opportunity to leverage our trusted partnership with CMS as you help us connect millions of Americans with health care through top-notch training and technical support.
• The ability to learn and grow professionally with a fast-paced, growing, and high-performing team.
• Professional exposure to a diverse cohort of policy analysts, instructional systems designers, programmers, technical staff, and government officials.