senior technical support analyst

LIGHTFEATHER IO LLC

<div>LightFeather is seeking a Senior Technical ServiceNow Business Analyst to lead the requirements gathering and process design for our federal agency clients. In this role, you will act as the critical bridge between federal business stakeholders and our technical development teams. You will be responsible for translating complex mission requirements into scalable ServiceNow solutions, ensuring compliance with federal standards, and maintaining the highest quality of data in our backlog.. This is a Full Time, Remote Position.

Location: Fully Remote (EST hours) 
Job Type: Full-time 
Citizenship: U.S. Citizenship Required 
Clearance Requirement: Ability to obtain and maintain a Secret Level security clearance.
<h3 class="jobSectionHeader">
Responsibilities</h3>
<ul><li>Lead client workshops and focus groups to elicit, analyze, and document business requirements, ensuring alignment with agency mission goals.</li>
<li>Translate high-level business needs into comprehensive user stories, acceptance criteria (AC), and functional specifications within Agile/Scrum frameworks.</li>
<li>Conduct gap analysis to identify the delta between current legacy processes and ServiceNow &quot;Out of the Box&quot; (OOTB) functionality.</li>
<li>Collaborate directly with the Agile Coach to design, document, and distribute new Agile processes and standard operating procedures (SOPs) that support all ServiceNow delivery teams. Ensure these processes drive consistency, efficiency, and alignment across the broader program.</li>
<li>Review all user stories and requirements for accuracy, completeness, and ambiguity. Ensure every story meets the team's &quot;Definition of Ready&quot; before it is approved for sprint planning.</li>
<li>Provide guidance and mentorship to junior developers and junior analysts. Help them understand business context, federal domain constraints, and ServiceNow best practices to foster their professional growth.</li>
<li>Conduct peer reviews of functional designs and test scripts to maintain high standards of quality control across the delivery team.</li>
<li>Develop detailed process maps, workflows, and data models to visualize end-to-end service delivery.</li>
<li>Advise government stakeholders on ServiceNow best practices, steering them away from excessive customization that creates technical debt.</li>
<li>Collaborate with System Architects to ensure functional designs are technically feasible.</li>
<li>Ensure all solution designs adhere to federal IT standards, including Section 508 compliance (accessibility) and FISMA/NIST security controls.</li>
<li>Develop and execute User Acceptance Testing (UAT) plans, creating test scripts and coordinating testing sessions with government personnel.</li>
<li>Create federal-grade deliverables, including Standard Operating Procedures (SOPs), User Guides, and Training Decks.</li>
</ul><h3 class="jobSectionHeader">Required Qualifications and Skills:</h3>
<ul><li>U.S. Citizenship</li>
<li>Ability to obtain and maintain a Secret Level security clearance.</li>
<li>Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.</li>
<li>5+ years of experience as a Business Analyst, with at least 3 years dedicated to the ServiceNow platform.</li>
<li>Proven experience working in the federal contracting space (DoD, DHS, or Civilian agencies).</li>
<li>Experience working in an Agile/Scrum environment.</li>
<li>Deep knowledge of ServiceNow ITSM and at least one other major workflow (e.g., ITOM, HRSD, SPM, ITAM, Custom Applications).</li>
<li>Strong experience with Jira, ServiceNow Agile, or Azure DevOps for backlog management.</li>
<li>Proficiency in Visio, LucidChart, or similar tools for process mapping.</li>
<li>ServiceNow Certified System Administrator (CSA) - REQUIRED</li>
</ul><h3 class="jobSectionHeader">Preferred:</h3>
<ul><li>ITIL v4 Foundation (or higher).</li>
<li>Project Management Professional (PMP) or Agile certifications (CSM, SAFe PO/PM).</li>
</ul>
Why Join LightFeather? 
At LightFeather, you're not just taking a job&mdash;you're joining a purpose-driven team that delivers innovative, mission-critical solutions to make a real difference. You'll work on diverse, meaningful projects that challenge and inspire you, alongside some of the best minds in the industry.</div>

Senior Technical ServiceNow Business Analyst - Secret Cleared

Comtech Telecommunications Corp.

<div>Title: Senior Network Analyst Support
Department: Operations Engineering
Reports To: Manager, Implementation &amp; Support
Revision Date: 4/10/2026
FLSA: Non-Exempt
Location: Broomfield, CO Preferred
Level: S3
Rate of Pay: $33.65 - $48.08 /Hr 
Company Overview:
Comtech Telecommunications Corp. is a leading global technology company providing terrestrial and wireless network solutions, next-generation 9-1-1 emergency services, satellite and space communications technologies, and cloud-native capabilities to commercial and government customers around the world. Our unique culture of innovation and employee empowerment unleashes a relentless passion for customer success. With multiple facilities located in technology corridors throughout the United States and around the world, Comtech leverages our global presence, technology leadership, and decades of experience to create the world&rsquo;s most innovative communications solutions. For more information, please visit www.comtech.com.
Purpose:
The Senior Network Analyst monitors, maintains, and troubleshoots mission critical IP networks, Comtech applications, various computer hardware, and peripherals; provides assistance to internal and external customers and performs other duties as directed.
Responsibilities:<div><ul><li>
Answer incoming customer and third-party provider calls as needed</li><li>
Initiate Incident Tickets proactively and upon report/request</li><li>
Identify, triage, resolve and escalate incidents (i.e., to Tier3 Engineering)</li><li>
Monitor email for incidents and customer requests</li><li>
Monitor network elements for anomalies and reports/troubleshoots issues using network management software</li><li>
Provide in-depth technical support for customers via the dedicated helpdesk phone line</li><li>
Notify customers on incident progress or status changes.</li><li>
Assist in creating and maintaining knowledgebase articles.</li><li>
Review and analyze call traces and provide in-depth analysis of call routing behavior.</li><li>
Act as the dedicated NOC point of contact for customer contracts.</li><li>
Coordinate support calls between vendors and customers.</li><li>
Manage maintenance and troubleshooting bridges as needed.</li><li>
Collect critical data elements daily and maintain record-keeping in Incident Management system.</li><li>
Generate KPI reports in the first week of each month.</li><li>
Identify areas of improvement in documentation and processes, improving efficiency within the NOC.</li><li>
Provide in-depth training for other Tier1 members for multiple tools and services.</li><li>
Guide and grow individuals on the team. Lead by example.</li><li>
This position may work an 8-hour shift Monday through Friday during expanded daytime business hours. This shift&rsquo;s days &amp; hours may change due to the needs of the business.</li></ul></div>
Requirements:<div><ul><li>
Superior Customer Service skills.</li><li>
Attention to detail is essential.</li><li>
Clear and concise written and verbal communications for both internal and customer interactions.</li><li>
Basic knowledge of Unix/Linux and the command line interface.</li><li>
Intermediate level knowledge of Windows Office Suite.</li><li>
Ability to multitask and work well in a high pressure, fast paced environment.</li><li>
Knowledge of NextGen 911, Text-to-911, Wireless, VoIP, and/or Wireline 911 call routing systems</li><li>
Knowledge of network and reporting tools (Splunk, NetScout, Wireshark, etc)</li><li>
Must possess the ability to maintain confidentiality of highly sensitive data</li><li>
Ability to perform analysis and evaluation of facts using critical thinking</li><li>
Ability to multitask and work well in a high pressure, fast paced team environment</li><li>
At least five years of experience in a Help Desk-type support or Network Administration role.</li><li>
Experience in using ticketing systems such as BMC ITSM, Service Now.</li><li>
Must be a quick learner, grasp new concepts and complex business relationships.</li><li>
Self-starter - the ability to take on work without being directed.</li><li>
Basic understanding of Telecommunications call flows and signaling is a plus.</li><li>
Knowledge of network management tools (SolarWinds, HP Operations Manager, Network Node Manager) is a plus.</li></ul></div>
Education:<div><ul><li>
Industry recognized certifications (Network+, ITIL, Cisco) a plus.</li><li>
Four-year college degree a plus.</li></ul></div> 
This position requires compliance with Comtech&rsquo;s Drug-Free Workplace Program. Candidates must successfully complete a pre-employment drug screening as a condition of hire. Employees may be subject to random, reasonable suspicion, and post-incident testing. Illegal drug use &mdash; including marijuana, regardless of state law &mdash; is disqualifying under federal adjudicative guidelines and DoD DFARS requirements.
The pay range reflects the expected base salary for this position. Final compensation will be based on role, level, skills, experience, and geographic location.
Comtech Telecommunications Corp. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability protected veteran status or other characteristics protected by law.</div>

Senior Network Analyst Support

AvalonBay Communities

<div>Overview
AvalonBay Communities, Inc., an equity REIT, has a long-term track record of developing, redeveloping, acquiring and managing distinctive apartment homes in some of the best U.S. markets, and delivering outsized, risk-adjusted returns to shareholders. With equal parts experience and vision, we&rsquo;ve established a leadership position rooted in our purpose of creating a better way to live and that is always focused on building value for the long term. 
 
Creating a better way to live is the purpose that binds AvalonBay associates. We take that purpose seriously and expect you will as well. By focusing on collaboration, innovation, and taking ownership of our choices and actions, we act in ways that focus on creating value for our customers, investors and associates. Your positive, professional, and consistent personal interactions make AvalonBay a great place to work.
The Role
Are you a problem-solver with a passion for technology and great customer service? AvalonBay is looking for a Senior IT Support Technician to join our Network Operations team. In this role, you'll provide essential technical support to our associates, resolve hardware and software issues, and ensure that IT incidents are tracked and handled effectively. If you're ready to take your IT support skills to the next level in a collaborative, fast-paced environment, we&rsquo;d love to hear from you.
Key Responsibilities:
Front-Line IT Support &amp; Escalation<ul><li>
Respond to tech support requests via phone, email, instant messaging, or ticketing systems</li><li>
Troubleshoot and resolve software/hardware/network issues or escalate to Tier II support</li><li>
Deliver exceptional service while aligning with AvalonBay&rsquo;s strategic goals and core values</li></ul>
Ticket Management<ul><li>
Own and track support incidents from start to resolution</li><li>
Prioritize and respond within defined SLAs</li><li>
Collaborate with and mentor Level 1 support staff</li></ul>
User Assistance<ul><li>
Use remote tools to assist users and provide on-site support as needed</li><li>
Diagnose and troubleshoot across Windows platforms and networking environments</li></ul>
Documentation &amp; Growth<ul><li>
Create and update technical documentation and support guides</li><li>
Develop skills through ongoing learning to support evolving IT needs</li></ul>
Team Collaboration<ul><li>
Work closely with IT peers and cross-functional departments</li><li>
Follow all AVB Tech Help policies and procedures</li></ul>
What You&rsquo;ll Need:
Education:<ul><li>
High School Diploma or GED (required)</li><li>
Bachelor&rsquo;s in Information Services (preferred)</li><li>
Equivalent IT certifications/training considered</li></ul>
Experience:<ul><li>
3 plus years in an IT support role</li><li>
Advanced technical and networking skills</li></ul>
Technical Skills:<ul><li>
Proficient in Windows OS and Microsoft Office</li><li>
Solid understanding of networking protocols and remote desktop tools</li><li>
Skilled in troubleshooting hardware, software, and network issues</li></ul>
Soft Skills &amp; Other Requirements:<ul><li>
Strong communication and documentation abilities</li><li>
Excellent multitasking and time management skills</li></ul>
Certifications:<ul><li>
Required: CompTIA A+, CompTIA Network+</li><li>
Preferred: ITIL Foundation, HDI Support Center Analyst</li></ul>
How AvalonBay Supports You<div><div>
We know that our teams are the beating heart of our success and we&rsquo;re committed to showing our appreciation.
We offer:
Comprehensive benefits &mdash; health, dental and vision, 401(k) with company match, paid vacation and holidays, tuition reimbursement, an employee stock purchase plan and more. Click on Benefits (https://jobs.avalonbay.com/benefits) for information.
Growth based on achievement and promotion from within.
Associate recognition (a company-wide recognition program that celebrates associate efforts and successes in contributing to the overall success of the organization &ndash; including destination awards, &lsquo;AvalonBay&rsquo;s Very Best&rsquo; recognition program and others!).
A 20% discount on our incredible apartment homes.
A culture built on purpose and our core values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.</div></div>
Additional Info
AvalonBay is proud to be an equal opportunity employer and is committed to an inclusive and diverse work environment free of discrimination and harassment. We believe that in order to achieve our purpose of creating a better way to live, we must recruit, develop and retain associates with a wide range of backgrounds, experiences and perspectives and create an environment that encourages all voices to be heard, understood and appreciated. With this we know we can do great things.
AvalonBay makes employment decisions without regard to a person&rsquo;s race, ethnicity, color, religion, sex, national origin, sexual orientation, gender identity, pregnancy (including childbirth, lactation or related medical conditions), age, physical or mental disability, genetic information (including characteristics or testing), citizenship status, military or veteran status, or any other status protected by the law.
For California residents, if you elect to apply to AvalonBay you accept the AvalonBay California Personnel Privacy Notice (https://www.avaloncommunities.com/california-personnel-privacy-notice/)</div>

Senior IT Support Tech

Lower

<div>Here at Lower, we believe homeownership is the key to building wealth, and we&rsquo;re making it easier and more accessible than ever. As a mission-driven fintech, we simplify the home-buying process through cutting-edge technology and a seamless customer experience.
With tens of billions in funded home loans and top ratings on Trustpilot (4.8), Google (4.9), and Zillow (4.9), we&rsquo;re a leader in the industry. But what truly sets us apart? Our people. Join us and be part of something bigger.
Job Description:
The Mortgage Technology (MT) Support Analyst II plays a key role in supporting, troubleshooting, and optimizing mortgage technology systems that drive the loan lifecycle from application to closing. This position serves as an advanced resource for diagnosing and resolving technical issues, maintaining user functionality, and supporting system improvements. The MT Support Analyst II partners closely with business users, technology teams, and leadership to ensure seamless operations and continuous improvement of mortgage technology tools. 
Pay Range: $32-36/hr
Duties and Responsibilities:<ul><li>
Provide advanced analysis, troubleshooting, and resolution for end-user support requests across LOS, POS, and Process Automation systems.</li><li>
Monitor ticket trends, identify recurring issues, and recommend process or training improvements.</li><li>
Escalate and collaborate with development and product teams for complex system issues.</li><li>
Assist with system administration tasks, including user setup, maintenance, and access management.</li><li>
Support communication and training related to technology changes, enhancements, or system outages.</li><li>
Maintain system documentation to capture solutions, root causes, and best practices.</li><li>
Participate in special projects as a subject matter expert and provide input on process improvements.</li><li>
Deliver exceptional customer service and serve as a trusted support resource for end users.</li></ul>
Position Specifications/Requirement:<ul><li>
Associate&rsquo;s or Bachelor&rsquo;s degree in IT, Business, or related field, or equivalent work experience.</li><li>
1&ndash;3 years of experience in technical support, preferably in a help desk, mortgage technology, or financial services environment.</li><li>
Familiarity with mortgage industry processes and exposure to supporting ICE's Encompass software (experience with the desktop version of Encompass LOS and Ncino strongly preferred).</li><li>
Strong problem-solving, analytical, and troubleshooting skills.</li><li>
Excellent communication skills, with the ability to explain technical concepts to non-technical users.</li><li>
Proven ability to prioritize and manage multiple requests in a high-volume, fast-paced environment.</li><li>
Customer-focused mindset with strong organizational skills and attention to detail.</li></ul>
Lower provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 
 
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.</div>

Mortgage Technology Support Analyst II

CareStream Dental

<div>The Technical Support Analyst delivers advanced technical support and customer service to a global dental customer base across a portfolio of modern SaaS platforms and select on‑premise applications, including solutions built on legacy technology stacks. This role blends technical troubleshooting, customer communication, and domain knowledge to support systems used in daily dental practice operations.

Analysts serve as both an escalation point for complex issues and a frontline support resource for designated customer groups, assisting customers via chat, email, and inbound/outbound phone calls. Success in this role requires strong logical problem-solving skills, rapid learning ability, and comfort working across mixed technology environments that evolve over time.

Key Responsibilities
<ul>
<li>Provide advanced technical and application support for SaaS products, integrated partner solutions, and select on‑premise applications</li>
<li>Handle escalations from internal teams, partners, and stakeholders</li>
<li>Serve as frontline support for assigned customer groups</li>
<li>Diagnose and resolve issues across integrated environments, including operating systems, browsers, local systems, cloud services, networks, and legacy platforms</li>
<li>Communicate clearly and confidently with dental professionals to explain issues, workflows, and resolutions</li>
<li>Document troubleshooting steps, findings, and resolutions in real time while actively engaging with customers</li>
<li>Apply structured, logical troubleshooting to identify root causes and deliver effective solutions</li>
<li>Escalate issues to engineering or product teams with clear documentation and technical context</li>
</ul>
Continuous Improvement &amp; Collaboration
<ul>
<li>Stay current with platform changes, enhancements, integrations, and legacy system considerations</li>
<li>Create and maintain knowledge base articles, internal documentation, and self-service content</li>
<li>Analyze escalation patterns to identify training needs, documentation gaps, and automation opportunities</li>
<li>Support chatbot and knowledge automation initiatives as assigned</li>
<li>Collaborate closely with colleagues, managers, and cross-functional teams</li>
<li>Demonstrate professionalism, empathy, and a customer-first mindset in every interaction</li>
</ul>
Required Skills &amp; Experience

Core Competencies
<ul>
<li>Strong verbal and written communication skills in English</li>
<li>Logical reasoning and analytical problem-solving ability</li>
<li>Ability to explain technical issues to non-technical users</li>
<li>Effective time management and multitasking in live support environments</li>
<li>Professional phone presence and strong listening skills</li>
</ul>
Technical Skills
<ul>
<li>Support of modern SaaS platforms and select on‑premise applications using legacy technology stacks</li>
<li>Web-based application architecture</li>
<li>Windows client and server operating systems (current versions)</li>
<li>Browser-based troubleshooting</li>
<li>Basic networking concepts (DNS, connectivity, firewalls, latency)</li>
<li>Integrated local and cloud application environments</li>
<li>CRM and support ticketing systems</li>
<li>Databases and Microsoft SQL (desirable)</li>
<li>Web technologies and modern application stacks (advantage)</li>
</ul>
Domain Knowledge (Preferred)
<ul>
<li>Dental terminology and practice workflows</li>
<li>Dental insurance processing fundamentals</li>
<li>Financial and billing concepts relevant to healthcare</li>
<li>Experience working in regulated healthcare environments (plus)</li>
</ul>
Qualifications
<ul>
<li>High School Diploma or equivalent required</li>
<li>Degree-level education or equivalent experience preferred</li>
<li>2+ years' experience in a Level 2 / second-line technical support role</li>
<li>Demonstrated ability to learn new technologies and systems quickly</li>
</ul>
Salary Range: $48,000 - $52,000</div>

Technical Support Analyst Sensei

Effortless Office

<div>About Us: 
Effortless Office partners with our customers to make IT effortless so they can focus on their business. As a Hybrid Managed Services Provider (MSP) with a focus on providing world-class customer experience, we deliver and fully support secure cloud solutions as well as comprehensive managed IT and network services.
About the Role: 
The Tier 1 Support Analyst is the first point of contact for clients and provides troubleshooting support in areas including: hardware, application support, networking, network printing, audio/video and telephony (VoIP), Active Directory, Windows Server Operating Systems, and VMWare. Tier 1s handle the bulk of help desk tickets for their team and are the first to assist users over the phone. It is paramount that this role is passionate about providing quality support for end users, follows proper SOPs, and is tenacious in finding solutions.
Location:<ul><li>
Monday - Wednesday in Santa Ana, CA</li><li>
Thursday and Friday in Venice, CA</li></ul>
Schedule: Monday &ndash; Friday 8:00 am &ndash; 5:00 pm PST
Hourly Rate: $19 - $22 per hour
Bonus: This position is eligible for monthly bonuses 
 
Benefits:<ul><li>
Health, dental, and vision insurance</li><li>
401K + employer match</li><li>
Paid time off and holidays</li><li>
Opportunities for career growth and development</li><li>
Formal and structured mentorship</li><li>
Training and certification support</li></ul>
Responsibilities:<ul><li>
Provide prompt and appropriate support to clients experiencing technical issues via phone, email, or ticketing system.</li><li>
Troubleshoot and resolve common technical issues related to hardware, software, network connectivity, and peripherals.</li><li>
Assist with basic software installations, updates, and patches.</li><li>
Support client onboardings by creating new user accounts and spin up their VMs.</li><li>
Intake, work, and manage support tickets in AutoTask ticketing system, ensuring issues are addressed and resolved promptly.</li><li>
Identify complex issues that cannot be resolved at the Tier 1 level and escalate, while ensuring smooth communication with the client and appropriate hand-off.</li><li>
Maintain clear and accurate documentation of troubleshooting steps, solutions, and client interactions for future reference.</li><li>
Provide timely updates to clients on ticket status and resolution progress. Maintain a positive, professional attitude during all client interactions.</li><li>
Contribute to and help maintain the internal knowledge base, including solutions and troubleshooting tips.</li></ul>
Qualifications:<ul><li>
High School diploma or equivalent (Degree preferred)</li><li>
1-2 Years of IT, Help Desk and/or MSP experience</li><li>
Required Certifications: O365 Fundamentals and Azure Fundamentals</li><li>
Preferred Certifications: VMware Certified Associate (VCA) and CompTIA A+</li><li>
Excellent inter-personal skills; as good with people as you are with computers</li><li>
Experience providing phone support; with strong awareness of positive phone etiquette</li><li>
Experience working with help desk ticketing systems (responding, assigning, closing and following up on help desk request tickets)</li><li>
Experience with basic networking including wireless, wired, security and basic design</li><li>
Experience with Office 365 administration, Azure AD, and VMWare</li></ul>
Why Join EO? 
At EO, our employees are what makes us special. We are a highly collaborative company with a very involved senior leadership team that invests in their staff. We strive to be a company where every employee has a voice, everyone takes pride in their work and gets satisfaction from helping people, and where every employee is constantly learning and driving improvements. 
 
We are aligned through our core values and seek employees that embody these:<ul><li>
Service &ndash; we are dedicated to providing EFFORTLESS support and solutions. We ensure client and end user satisfaction in every interaction.</li><li>
CWC &ndash; this stands for Communicate, Work, Communicate, because communication is twice as important as the work we do.</li><li>
Perspective &ndash; we embrace the customer&rsquo;s viewpoint to inspire confidence and meet expectations.</li><li>
Efficiency &ndash; we maximize output and minimize wasted time, effort, and resources.</li><li>
Passion &ndash; we bring energy and enthusiasm to everything we do and are driven by a commitment to excellence.</li><li>
Reliability &ndash; we consistency delivery on promises, follow through on commitments, and are dependable in all situations.</li><li>
Merit &ndash; we recognize and reward talent, hard work, and the pursuit of excellence.</li></ul>
Inclusion &amp; Equal Opportunity Employment 
Effortless Office is an equal opportunity employer committed to Diversity, Inclusion &amp; Belonging. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.
Cd1M43J1Eo</div>

IT Tech Support - Tier 1 Analyst (On-Site)

Westat

<div><div><div><div><div>Westat is a leader in research, data collection and analysis, technical assistance, evaluation, and communications. Our evidence-based findings help clients in government and the private sector accelerate advancements in health, education, transportation, and social and economic policy. Our dedication to improving lives through research and our approach to projects grounded in investigative curiosity, statistical and data rigor, adaptive methods, and advanced technology are why clients find exceptional value in our work. 
 
Job Summary 
Westat is seeking a Senior Research Associate with expertise in technical assistance and implementation/operations to lead tasks supporting the Centers for Medicare &amp; Medicaid Services&rsquo; alternative payment models. Senior Research Associates work collaboratively with others in multidisciplinary teams and may serve as task leads, project managers, or task contributors. Demonstrated experience working on health services research projects for Federal agencies such as the Innovation Center within the Centers for Medicare &amp; Medicaid Services (CMS); the Agency for Healthcare Research and Quality (AHRQ); and the Patient-Centered Outcomes Research Institute (PCORI) is highly desirable. 
 
While this position is remote eligible, onsite collaboration is highly valued. Preference will be given to local candidates who are able to join colleagues in a Westat office at least one day a week, fostering teamwork and collective engagement. 
 
Job Responsibilities 
<ul><li>Facilitating virtual events, including webinars and office hours</li><li>Delivering customized technical assistance resources and support</li><li>Designing and leading research projects or tasks using qualitative and/or quantitative methods</li><li>Working in multidisciplinary teams and serving as a mentor to staff</li><li>Interacting closely with clients and being responsive to client needs</li><li>Manage a team by making assignments, monitoring timelines, identifying next steps, and conducting quality assurance</li><li>Developing and executing processes for tracking operational needs using Excel or Smartsheet and reporting on status regularly</li><li>Establishing protocols, standard operating procedures, specifications, and other process and quality assurance documentation</li><li>Coordinating with subcontractors and other contractors, as needed</li><li>Working on multiple projects and tasks simultaneously</li><li>Presenting research findings to a variety of audiences</li><li>Drafting memos, reports, tipsheets, tools, and other resources or deliverables</li><li>Writing technical proposals for government clients and working on business development activities</li></ul> 
Please include a cover letter when submitting your application. 
 
Basic Qualifications 
<ul><li>A master&rsquo;s degree in social sciences, public health, public policy, or a related field with at least 6 years of relevant experience in technical assistance, process-oriented implementation or technical support, and qualitative or quantitative data collection and analysis; or a Ph.D. in social sciences, public health, public policy or a related field with 2 or more years of relevant experience in technical assistance, process-oriented implementation or technical support, and qualitative or quantitative data collection and analysis</li><li>Experience designing, leading, or facilitating activities related to technical assistance, outreach, and operational processes</li><li>Experience with implementation/operations, technical assistance, technical support, or education and outreach to support federal government health programs through federal government contracts</li></ul> 

Preferred Qualifications 
<ul><li>Experience working with the Innovation Center within CMS, on implementation, technical assistance, technical support, or education and outreach activities</li><li>Experience with Medicare or Medicaid policy, such as value-based care, payment reform, or care delivery improvement</li><li>Experience leading contracts funded by Federal, State, or local health agencies</li><li>Experience translating CMS Innovation Center model policies, model participant needs, and operational needs into requirements for Innovation Center IT systems.</li><li>Demonstrated communication skills and ability to translate complex technical information into plain language for various audiences</li><li>Demonstrated ability mentoring more junior staff and working collaboratively with more senior staff</li><li>Excellent attention to detail and quality assurance</li></ul> 
Westat offers a well-rounded and comprehensive benefits program focused on wellness and work/life balance. Subject to plan requirements, employees may participate in:</div><ul><li>
Employee Stock Ownership Plan</li><li>
401(k) Retirement Plan</li><li>
Paid Parental Leave</li><li>
Vacation Leave (15 days per year)</li><li>
Sick Leave (9 days per year)</li><li>
Holiday Leave (7 Government Holidays and 2 Floating Holidays)</li><li>
Professional Development</li><li>
Health Advocate</li><li>
Employee Assistance Program</li><li>
Travel Accident Insurance</li><li>
Medical Insurance</li><li>
Dental Insurance</li><li>
Vision Insurance</li><li>
Short Term Disability Insurance</li><li>
Long Term Disability Insurance</li><li>
Life and AD&amp;D Insurance</li><li>
Critical Illness Insurance</li><li>
Supplemental Life Insurance</li><li>
Flexible Spending Account</li><li>
Health Savings Account</li></ul>
Any offer of employment may be contingent upon receipt of acceptable results from a post-offer background screening, if required for the specific position, which may include, for example, identity verification, employment history, motor vehicle driving record history, and criminal or sexual offender records history. Any background screening results will be evaluated through an individualized assessment based on the individual&rsquo;s specific record and the duties and requirements of the position.
This opportunity will be posted for a minimum of 5 days and applications will be accepted on an ongoing basis.
Employment Eligibility: This is a U.S.-based position. Candidates must be authorized to work in the United States on a full-time basis. Westat does not offer employment-based visa sponsorship (including H-1B sponsorship) for this role. Depending on project requirements, some positions may require employees to meet specific residency criteria.
Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, or any other protected status under applicable law. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 
 
#LI-WST1 #REMOTE</div>
</div><div>Career Area
<div>Research - Health Studies</div>
</div><div>Pay Range
<div>The anticipated salary range for this position is $96,000 - $115,000 and will commensurate with experience.</div>
</div><div>Bonus Eligibility
<div>Yes</div></div></div></div><div></div>

Senior Research Associate- Implementation and Technical Assistance

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