Product Analyst (CSA - Tier 3)

Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technology implementations and build customer-centric services that are simple, intuitive, and usable across multiple industries. By partnering with federal agencies, our specialized digital services are reimagining and reshaping the digital landscape to bring positive change for millions of Americans

Softrams, acquired in November 2024, forms the core of Tria Federal’s new Public Health business unit. Tria Federal (Tria) is the premier middle-market Technology and Advisory services provider delivering mission-critical digital transformation solutions to Health and Public Safety agencies across the federal sector.

At Tria, we are a diverse and dynamic professional community driven by a mission rooted in service to colleagues, customers, and community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial wellbeing.

Job Description:  

We are looking for a Product Analyst (CSA – Tier 3) to deliver high quality support to our user community and assist with all aspects of the service delivery model. This role is an integral part of a highly collaborative team that provides support to all incoming inquiries delivered through several communication mediums involving a variety of support requests. The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment. The individual will possess the mindset for distilling business value and goals into roadmaps that drive solutions to enhance the end user experience. This is a full-time W-2 opportunity and is fully remote. If you are looking for challenges, problem solving, and working with the latest in technology then Softrams has a spot for you. 

Basic Requirements:

• Ability to obtain a U.S. Federal Position of Trust clearance designation.   
• Must reside in and be able to perform work in the United States.   
• Must have lived in the United States for 3 of the last 5 years. 
• Bachelor’s Degree or 3 years’ experience equivalent experience in a related field is required.  
• Minimum 3 years’ experience with help desk support and operation in a federal IT environment.  
• Minimum of 3 years’ working experience with providing customer support and managing help desk operations. 
• Ability to thrive in a collaborative environment and maintain a positive, professional demeanor.  

Required Qualifications:

• Must be able to communicate with management, peers, and customers effectively and professionally, demonstrating sound judgment/reasoning skills. 
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes.  
• Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services).  
• Experience with cloud-based Call Center Software, specifically CXone.  
• Ability to multitask in a fast-paced federal help desk atmosphere. 
• Knowledge and/or experience of Agile methodologies in a Service Desk environment. 
• Previous experience working on a Federal Service Desk project. 

Preferred Qualifications

• Previous experience working on a Federal Service Desk project.  
• Thrive in a collaborative environment and maintain a positive, professional demeanor.   
• ServiceNow knowledge or experience is a big plus.  
• Expertise with Agile tools like JIRA, Confluence, Slack etc. is desired.  
• Outstanding communication, presentation, and leadership skills.  
• Creative, visionary, critical thinking, and problem-solving skills.     

Responsibilities: 

• Serve as a liaison between the stakeholders and the Help Desk, sharing communication, status updates, or other important information. 
• Develop and enhance Subject Matter Expertise in assigned program area, while supporting other areas of the program. 
• Assist in the facilitation of and representation in meetings conducted with program stakeholders. 
• Provide support in the development, review, and revision of scripts and program standard operating procedures. 
• Work with Help Desk leadership in the monitoring of Help Desk ticket queues to identify trends or issues. 
• Identifyservice, product and feature success metrics, measure and monitor performance, conduct data analytics to prioritize future development, and identify new opportunities.  
• Convert outcomes of user research, human centric design, and usability testing into backlog and/or roadmap activities as needed. 
• Contribute to the development, review, and analysis of reports delivered to CMS stakeholders. 
• Lead a dynamic and multi-functional team to create a vision, develop, and enhance services or products on a day-to-day basis. 
• Review escalated Help Desk inquiries in a timely manner with a focus on delivering a timely resolution. 
• Assist with the preparation or maintenance of standard operating procedures and protocols. 

Public Trust Clearance:

This role requires the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship. 

Work Location:

We have open-collaboration offices in Leesburg, VA, Arlington, VA, and Baltimore, MD for those who may prefer to work on-site. However, Softrams, a Tria Federal Company, is a 100% remote-first team environment and works in the eastern time zone. Standard work hours are 9am ET to 5pm ET with flexibility around start and end times based on team needs.

About Softrams:

Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technology implementations and build customer-centric services that are simple, intuitive, and usable across multiple industries. By partnering with federal agencies, our specialized digital services are reimagining and reshaping the digital landscape to bring positive change for millions of Americans.

Softrams, acquired in November 2024, forms the core of Tria Federal’s new Public Health business unit. Tria Federal (Tria) is the premier middle-market Technology and Advisory services provider delivering mission-critical digital transformation solutions to Health and Public Safety agencies across the federal sector.

At Tria, we are a diverse and dynamic professional community driven by a mission rooted in service to colleagues, customers, and community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial wellbeing.

EEO Statement:

Softrams, a Tria Federal Company, is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Softrams is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, or to participate in the job application or interview process, contact the Talent Acquisition Team at recruiting@softrams.com 

Know your rights poster: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf