VDACS – Technical Support Analyst 4 – IN PERSON IVs Required

Job Description

IN PERSON IVs required – NO EXCEPTIONS

*Deadline to submit: By 4 pm EST on Tuesday 7/21
ON SITE REQUIREMENT: 5 days onsite at 102 Governor St., Richmond, VA 23219 - NO Exceptions!
LOCATION REQUIREMENT: Work hours, Monday – Friday, must be onsite at the above location in order
to access call center system.

PARKING is available for this position at a cost of $50 per month.

Role Description, Day to Day:

A new online platform called
Evoke launched in February for the Office of Charitable and Regulatory
Programs, Consumer Protection (CP), to now receive digital applications and
renewals from the more than 12,000 charitable organizations that register to solicit funds
in the Commonwealth.

This is part of an
agency-wide initiative, called NexGen Regulatory Platform, to modernize the use
of technology to better serve residents of Virginia as well as make government
duties more efficient. The Evoke online platform will be rolled out for about
20 programs over the next decade and is being supported by the Office of
Information Systems, Administrative and Financial Services.

Responsibilities

• Serve as the primary point
of contact for end users seeking assistance with a regulatory case‑management
or licensing application built on a low‑code platform.

• Triage, diagnose, and resolve user‑reported issues, escalating to technical
teams when needed.

• Provide guidance on system functionality, workflows, form completion, and
data entry best practices.

• Document all requests, incidents, and resolutions in the organization’s
ticketing system.

• Assist with onboarding new users, including account access
requests and orientation to system features.

• Assist in updating and maintaining user‑friendly support
materials such as quick‑start guides, FAQs, and knowledge‑base articles.

• Conduct routine quality checks to validate system behavior
and identify potential issues proactively.

• Collaborate with business analysts and developers to communicate recurring
issues and recommend improvements.

• Support release cycles by helping test new features, documenting results, and
guiding users through changes.

• Ensure all support activities align with agency policies, regulatory
requirements, and data‑security standards.

Qualifications

• Strong customer service
skills, with the ability to remain patient, clear, and solution‑oriented
when assisting users of varying technical abilities.

• Demonstrated customer service experience, preferably in a technical
support, help desk, or application support environment.

• Experience providing customer or technical support for SaaS or low‑code/no‑code
applications (e.g., Salesforce, Appian, Microsoft Power Platform,
ServiceNow).

• Strong communication skills, with an ability to translate technical
concepts into clear, user‑friendly guidance.

• Experience supporting government, regulatory, or compliance‑driven
applications preferred.

• Detail‑oriented, organized, and capable of managing multiple requests
simultaneously.

• Familiarity with ticket management systems (e.g., ServiceNow, Jira,
Freshdesk).

• Ability to work independently while collaborating effectively with cross‑functional
teams.