Technical Support Analyst - Regulatory Platform (In-Person) at VA

Job Description: Seeking a experienced Technical Support Analyst to serve as the primary contact for end users of a regulatory case-management/low-code licensing platform. You’ll triage issues, guide users through system features, and collaborate with cross-functional teams to improve usability and performance. This is an on-site role supporting government-regulatory applications. On-site, Monday Friday, five days a week in Richmond, VA Support SaaS/low-code platforms (e.g., Salesforce, Appian, Power Platform) and ticketing systems Diagnose issues, provide end-user guidance, and document resolutions Create/maintain user guides, FAQs, and knowledge base content Collaborate with analysts and developers to test features and implement improvements

• 8+ years in technical/support roles (customer service orientation in a technical environment)
• Strong communication: translate complex concepts into clear user guidance
• Expertise with SaaS or low-code platforms (Salesforce, Appian, Power Platform, ServiceNow)
• Experience testing complex systems to ensure business needs are met
• Detail-oriented with the ability to manage multiple requests concurrently
• Familiarity with ticketing systems (ServiceNow, Jira, Freshdesk)
• Ability to work independently and with cross-functional teams
• Experience with regulatory or government-facing applications is a plus