Partner Success Analyst

Business Systems AnalysisTravel Required: Up to 10%Clearance Required: Ability to Obtain Public TrustThe Partner Services team is responsible for ensuring that all GrantSolutions Partners can successfully manage their grants business using our system and service offerings. We bring value to their business by offering strategic guidance on grants business processes, policies and regulations, understanding business needs and offering creative solutions, and ensuring the successful end-to-end processing of grants from application to award.What You Will Do:Having a comprehensive understanding of and documenting the Federal Partner's grants management business and operational objectives, including roles and responsibilities, grants business functions, workflows, reports, and unique needs.Identifying Federal Partner's specific business process improvements and potential Grant Solutions systems/service enhancements.Assisting the team with pertinent communications to Federal Partners as it relates to their business process, system updates, or other grants management news.Assisting the team lead to implement the Partner-specific strategy.Learning the ins and outs of the software system in order to provide technical troubling-shooting and problem-solving expertise.Becoming a Subject Matter Expert (SME) on system components in order to fully service the Federal Partner's needs in the forms of technical analysis, trouble-shooting, and offering advice on future enhancements.Identifying and resolving end-user issues or other support needs through email, phone, chat or on-siteUnderstanding and responding to help desk tickets, support tickets, user requests to deliver on time and quality results in conjunction with teammates.Operational, daily issue-to-issue tracking to resolution and effective escalation as necessary.Conducting user acceptance or system testing on behalf the Partner in support of system releases.Analyzing release notes and impacts to Federal Partner(s).Root cause analysis of Partner reported issues in collaboration with the Partner to drive issue resolution and remediationCoordinating and scheduling meetings, preparing materials, responding promptly.What You Will Need:Bachelor's degree and a minimum of 1 year of experience in a customer facing role or the equivalent combination of education and experienceStrong communication skills, written and verbalAbility to demonstrate customer service experience and handling of customersStrong organizational skills to use technology, resources, and time efficientlyProficient in MS products (Excel, Word, and PowerPoint) Salesforce and Visio experience is a plusYou must obtain and maintain a Public Trust ClearanceWhat Would Be Nice To Have:Technical troubleshooting experienceRequirements gathering/UAT experienceDocumentation experienceExperience using an internal ticketing systemThe annual salary range for this position is $56,000.00-$94,000.00. Compensation decisions depend on a wide range of factors, including but not limited to skill sets, experience and training, security clearances, licensure and certifications, and other business and organizational needs.What We Offer:Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.Medical, Rx, Dental & Vision InsurancePersonal and Family Sick Time & Company Paid HolidaysParental Leave401(k) Retirement PlanGroup Term Life and Travel AssistanceVoluntary Life and AD&D InsuranceHealth Savings Account, Health Care & Dependent Care Flexible Spending AccountsTransit and Parking Commuter BenefitsShort-Term & Long-Term DisabilityTuition Reimbursement, Personal Development, Certifications & Learning OpportunitiesEmployee Referral ProgramCorporate Sponsored Events & Community OutreachCare.com annual membershipEmployee Assistance ProgramSupplemental Benefits via Corestream (Critical Care, Hospital Indemnity, Accident Insurance, Legal Assistance and ID theft protection, etc.)Position may be eligible for a discretionary variable incentive bonusAbout GuidehouseGuidehouse is an Equal Opportunity Employer–Protected Veterans, Individuals with Disabilities or any other basis protected by law, ordinance, or regulation.Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. 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