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General Dynamics Information Technology · 5 hours ago

Salesforce Incident Management Analyst

United States

Full-time

Remote

Mid, Senior Level

$64K/yr - $86K/yr

5+ years exp

General Dynamics Information Technology (GDIT) is a global technology and professional services company supporting complex government projects. They are seeking a Salesforce Incident Management Analyst to provide technical support services for the Centers for Medicare & Medicaid Services (CMS), focusing on incident management and resolution.

Artificial Intelligence (AI)Cloud ComputingConsultingCyber SecurityInformation Technology

No H1B

U.S. Citizen Only

Responsibilities

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

Qualification

SalesforceIT Incident ManagementRoot Cause AnalysisAffordable Care Act (ACA)Microsoft Office SuiteAnalytical skillsProblem-solving skillsCommunication skillsPresentation skillsTeam player

Required

Bachelor's degree and or 5+ years of related experience researching, crafting, and standardizing written responses to complex inquiries

Experience with incident management, triaging incident tickets and service requests, and root cause analysis

In depth hands-on experience using Salesforce as an Admin, developer, etc

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

Proficiency in Microsoft Office Suite (such as Word, Excel, PowerPoint, and Outlook)

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

Strong analytical and problem-solving skills

Experience using JIRA and Confluence

3+ years in systems administration, preferably in the government sector

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

Benefits

Variety of medical plan options, some with Health Savings Accounts

Dental plan options

Vision plan

401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match

Full flex work weeks

Variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave

15 days of paid leave per calendar year

10 paid holidays per year

GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees

Short and long-term disability benefits

Life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance

Company

General Dynamics Information Technology

Glassdoor3.9

General Dynamics Information Technology is an IT consulting company that specializes in cyber security, AI, and quantum computing. It is a sub-organization of General Dynamics.

Founded in 1999

Falls Church, Virginia, USA

10001+ employees