Functional Business Analyst – Help Desk

Position Description
Working with a team of 20 members to assist a federal client in their day-to-day activities around Momentum Financials and Acquisition ERP system. Being the first line of support, members work directly with the client, resolving and testing issues, preparing for the agency for upgrades and releases and taking on different/new tasks throughout the week.

Your future duties and responsibilities
Help Desk Analysts I provide the first point of contact for the user community. The responsibilities of this role include, but are not limited to:
• Entering tickets received via phone or email into Jira tool
• Diagnosing calls and identify the functional issue(s), solution testing if needed
• Responding to users with appropriate functional issue resolution
• Identifying applicable FAQs, training references, and other knowledge resources for callers when providing issue resolutions
• Testing defects and assisting in annual momentum upgrades
• Continued learning of the momentum software and the latest enhancements
• Engaging with other Help Desk agents on open incidents
• Escalating unresolved incidents and/or requests to Functional or if directed by Tier I Coordinator to Tier 2

Required qualifications to be successful in this role
Knowledge of Momentum ERP product or similar ERP product though not required, customer service and Business Functional Analyst skills/abilities, SQL is a plus; as well as ability to communicate face to face or by phone with client and provide written answers as well.

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CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to: skill set level; experience and training; and licensure and certifications. CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $54,400- $87,700.

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