Customer Service Support Analyst

We are a world-class team of professionals who deliver next generation technology and products in robotic and autonomous platforms, ground, soldier, and maritime systems in 50+ locations world-wide. Much of our work contributes to innovative research in the fields of sensor science, signal processing, data fusion, artificial intelligence (AI), machine learning (ML), and augmented reality (AR).

QinetiQ US's dedicated experts in defense, aerospace, security, and related fields all work together to explore new ways of protecting the American Warfighter, Security Forces, and Allies. Being a part of QinetiQ US means being central to the safety and security of the world around us. Partnering with our customers, we help save lives; reduce risks to society; and maintain the global infrastructure on which we all depend.

Why Join QinetiQ US?

If you have the courage to take on a wide variety of complex challenges, then you will experience a unique working environment where innovative teams blend different perspectives, disciplines, and technologies to discover new ways of solving complex problems. In our diverse and inclusive environment, you can be authentic, feel valued, be respected, and realize your full potential. QinetiQ US will support you with workplace flexibility, a commitment to the health and well-being of you and your family and provide opportunities to work with a purpose. We are committed to supporting your success in both your professional and personal lives.

We are recruiting for a Customer Service Support Analyst who will support the critical functions for mission clients in the Intelligence Community.

This individual will serve as the primary point of contact for users on matters related to feedback, access, and technical needs of IC-facing tools and systems. This role is crucial in providing timely and professional responses to user inquiries, ensuring thorough documentation and effective resolution of issues. The Analyst will liaise with various technical teams to address user needs and facilitate continuous improvements.

Act as the primary point of contact for user inquiries, requests, and issues, ensuring all correspondence is documented and tracked.
• Capture and document user needs and requirements, routing them to appropriate technical elements for resolution.
• Provide clear and concise documentation of user requests, responses, and activities to facilitate effective issue resolution.
• Escalate complex or time-sensitive matters to senior officers as needed.
• Support process evaluation, identifying areas of efficiency, automation, and user interface improvements.
• Provide technical support to users and execute project management initiatives as directed.
• Recommend improvements to existing requirements processes, including the definition and development of documentation outlining all requirements in process.

• Active TS/SCI clearance with polygraph required #qinetiqclearedjob #DMVCAMPAIGN
• Strong analytical and problem-solving skills, with experience in troubleshooting and resolving technical issues.
• Experience providing technical support with a focus on timely and professional responses.
• Ability to communicate complex technical information to non-technical users clearly and concisely.
• Strong documentation and record-keeping skills, with an emphasis on detail and maintaining accurate and up-to-date documentation.
• Independent work ethic with sound judgment for responding to user inquiries.
• Strong organizational and time management skills, managing multiple requests and issues simultaneously.
• Excellent communication and interpersonal skills, providing professional and courteous support.
• Teamwork skills, working effectively across offices and with stakeholders to resolve issues.
• Proficiency in relevant software applications, tools, data, and technologies.

Accessibility/Accommodation:

If because of a medical condition or disability you need a reasonable accommodation for any part of the employment process, please send an e-mail to staffing@us.QinetiQ.com or call (540) 658-2720 Opt. 4 and let us know the nature of your request and contact information.

QinetiQ US is an Equal Opportunity/Affirmative Action employer. All Qualified Applicants will receive equal consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.