What are the responsibilities and job description for the Operations Analyst position at Tria Federal?
Who we are:
Tria Federal delivers digital services and technology solutions that support the health and safety of veterans, service members and civilians. For two decades, federal agencies have relied on Tria companies to advance their critical missions and modernize their systems, so that they can uphold their commitment to the American people. Today, we are pushing the boundaries of possibility through partnerships and investments in artificial intelligence and emerging technologies, developing solutions for the biggest challenges that government will face tomorrow.
We are proud to employ and support military veterans who bring mission-first mindset, technical expertise, and leadership qualities that strengthen our work. Veterans, transitioning service members, and military spouses are strongly encouraged to apply.
Job Description:
We areseekinga dynamic and experiencedOperationsAnalystfor ourEnterprise Salesforce Services program.This rolewill be pivotal inmanagingthe daily operationsandstakeholder relationshipsand driving continuous innovation to deliver an exceptional customer experience.The ideal candidate is a thought leader with a proventrack recordin operational excellence, committed to meeting and exceeding Key Performance Indicators(KPIs)and driving the program forward through strategic insight and proactive management.
Key Responsibilities:
- Design, implement, and continuously improve help desk procedures, standards, and best practices to ensure high-quality support services.
- Ensuretimelyresolution orappropriate escalationof all support inquiries related to supported applications and systems.
- Monitor and manage ticket queues, prioritize escalations, and ensure adherence toestablishedservice level agreements (SLAs).
- Analyze historical data and forecast trends to provide data-driven insights and recommendations for continuous improvement.
- Oversee the creation, maintenance, and enhancement of knowledge base content to support efficient issue resolution.
- Communicate effectively with internal and external stakeholders, ensuring inquiries and concerns are addressed promptly and thoroughly.
- Collaborate with internal program teams to support the implementation ofnew technologies, tools,workflows,and procedures.
- Ensure compliance with organizational policies, procedures, and operational standards.
Basic Requirements:
- Ability to obtain a U.S. Federal Position of Trust clearance designation.
- Mustresidein and be able to perform work in the United States.
- Must have lived in the United States for 3 of the last 5 years.
- Bachelor's Degree in a related field isrequired.
Additional Qualifications:
- Experienceproviding excellent customer service to multiple stakeholderssimultaniouslyandtobringafresh set of ideasfor improvement with potential to scale the program.
- Strong stakeholder management skills, with the ability to communicate effectively at all levels of the organization.
- Strategic thinker with a growth mindset and an innovative approach to solving complex operational challenges.
- Experience with continuous improvement methodologies and commitment to driving process optimization.
- Proficiencywith tools such asSalesforce/SNOW/JIRA/Confluence/MS Office.
- Key Attributes:
- A thought leader who can inspire teams and lead by example.
- Adaptable and resourceful, with a proactive approach to problem-solving.
- Strong analytical and decision-making skills, with an ability to handle multiple priorities effectively.
- Excellentcommunicationand collaborationskills.
Public Trust Clearance: This role will require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.
As partners in our team's success, we offer a comprehensive compensation structure that includes competitive base salaries, performance-based incentives, spot bonuses, referral bonuses, and more.
Why Tria?
What defines the Tria brand is more than just our dedication to excellence in our craft; it's our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team's shared success.
As a company that cares about people, we seek to cultivate a culture in which all can thrive personallyandprofessionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at workand in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow.
California Consumer Privacy Act (CCPA)
We are committed to protecting your privacy. As part of our compliance with the California Consumer Privacy Act (CCPA), we want to inform you about how we collect, use, and protect your personal information during the job application process. For more details, please review https://www.oag.ca.gov/privacy/ccpa.
Federal Advisory Partners is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.