General Dynamics Information Technology (GDIT) is looking for a Salesforce Incident Management Analyst to provide technical support services for the Centers for Medicare & Medicaid Services (CMS), specifically for the Independent Dispute and Resolution (IDR) program supporting the Affordable Care Act (ACA). You will be responsible for incident management, triage, root cause analysis, and system monitoring.
What You'll Do
- 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.
What We're Looking For
- Bachelor’s degree and 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).
- Active Salesforce certification, such as Certified Salesforce Administrator.
- 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.
Nice to Have
- 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.
Technical Stack
- Salesforce
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- JIRA
- Confluence
Team & Environment
Works closely with Incident Manager and cross-functional teams. This is a fast-paced, growing, and high-performing team.
Benefits & Compensation
- Compensation range: $72,509 - $86,250
- Variety of medical plan options, some with Health Savings Accounts.
- Dental plan options.
- Vision plan.
- 401(k) plan offering ability to contribute pre and post-tax dollars up to IRS annual limits with company match.
- Full flex work weeks where possible.
- Variety of paid time off plans: vacation, sick, personal time, holidays, paid parental, military, bereavement, jury duty leave.
- New employees typically receive 15 days of paid leave per calendar year plus 10 paid holidays (prorated).
- Paid Family Leave program provides up to 160 hours of paid leave in a rolling 12 month period.
- Short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance.
Work Mode
This is a remote position open to any location in the United States.
General Dynamics Information Technology is an Equal Opportunity Employer committed to hiring individuals with disabilities and protected veterans.
