Sr Help Desk Analyst (Non-IT)

Contingent Upon Award

Williams Consulting LLC (WCLLC), a Baltimore, Maryland-based government contracting firm, is seeking a Senior Help Desk Analyst (Non-IT) with experience using ServiceNow to support the delivery of a mission-critical Federal healthcare program. This position involves managing inquiries, overseeing ticket resolution, and leading process improvements within the Centers for Medicare & Medicaid Services (CMS).

The ideal candidate is an experienced professional with strong analytical, communication, and leadership skills.

Williams Consulting, LLC is an 8(a), HUBZone, Woman-Owned Small Business, and Economically Disadvantaged Woman-Owned Small Business with Federal, State, local, and commercial clients. We value our employees and recognize their contributions to the success of our clients and our company. 

We offer competitive salaries and support flexible work locations and scheduling, when possible. We offer competitive benefits including Medical, Vision, and Dental coverage through national plans. We also offer Life, AD&D, Short- & Long-Term Disability Insurance, PTO, and 401k matching.

Duties and Responsibilities

• Lead and manage the ServiceNow ticketing system, ensuring accurate categorization, prioritization and resolution.
• Address inquiries via phone, email and ServiceNow, providing timely and accurate resolutions.
• Oversee escalated inquiries and provide expert level guidance to junior analysts.
• Triage, draft, and respond to inquiries while escalating complex issues as needed.
• Document issues, resolutions, and trends to maintain a knowledge base.
• Develop and update standard operating procedures (SOPs), frequently asked questions (FAQs) and response scripts to ensure customers receive consistent, policy-based information.
• Provide training and mentorship to junior desk staff.
• Compile and analyze help desk statistics (e.g. ticket volume, response times, resolution rates, common issues) to identify trends, support performance monitoring, and provide recommendations for process improvements.
• Other duties as assigned.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Healthcare Administration, or related field.
• Minimum 8 years of help desk, customer service, or program support experience, with at least 3 years in a senior or lead role.
• Experience with ServiceNow or similar ticketing systems required.
• Demonstrated ability to compile, analyze, and present help desk statistics.
• Strong organizational, leadership, and mentoring skills.
• Exceptional written and verbal communication skills.
• Strong attention to detail and ability to meet strict deadlines.
• Knowledge of PHI/HIPAA requirements and federal compliance protocols.
• Must demonstrate professionalism and a positive work ethic in all situations
• Proficiency with Microsoft and secure document management systems.
• Must be able to provide three or more references that can attest to their qualifications and requirements during the interview and application process.
• Background investigation required

Working Conditions and Requirements

While performing the duties of this job, the employee is regularly required to talk or listen. Standing, sitting, squatting, and other normal office-related physical activities are required. Must be able to sit and read computer screens for extended periods.

WCLLC is an Equal Opportunity Employer

Williams Consulting LLC does not discriminate in employment based on race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Salary : $10,700 - $103,000