Job Description

Public Trust: MBI (T2)

Requisition Type: Regular

Your Impact

Own your opportunity to be on the frontlines of health innovation. Deliver for America’s health agency missions and enhance lives for hundreds of millions every day.

Job Description

Join GDIT where your work will improve outcomes for our Veterans. You will support the Department of Veterans Affairs (VA) with a Veteran first vision to transform the Veterans Benefits Administration (VBA) with greater visibility into claims processing. Together, we’re building a future of fast, transparent claims, empowered teams, and striving for a zero backlog, directly supporting Veterans and making a real impact on the lives of those who served. This high-impact solution accelerates the delivery of benefits to Veterans and their families.

As an Associate Systems Specialist supporting the UCAP solution and future operations, you’ll serve as a critical bridge between mission stakeholders and technical delivery teams. This position serves as a frontline support role within the UCAP program, responsible for managing incoming incidents and service requests, collaborating with users and senior staff, and contributing to the ongoing refinement of service desk operations and platform documentation. Your work will contribute to the business needs into delivered capabilities and help shape system improvements that deliver measurable outcomes for VBA claims processing.

Whether analyzing user needs, supporting system development, or guiding workflow improvements, you’ll enable more intelligent decisions and more effective outcomes in areas like healthcare, benefits delivery, logistics, or compliance.

This role will require you to obtain and maintain a Public Trust and will require you to provide onsite fingerprinting at a designated facility.  This investigation may review personal and criminal behavior, financial conduct, foreign influence, as well as other adjudications.

*Weekend and evening work is required for this role*

Responsibilities:

• Provide prompt Tier 1 technical support for UCAP end users, handling intake, triage, and user communication throughout the entire incident and service request lifecycle.
• Collaborate with end users to gather incident details, perform initial troubleshooting, and escalate issues to support timely technical investigation and resolution of system defects.
• Regularly collaborate with senior staff and stakeholders to support the review, documentation, and refinement of service desk operations in alignment with VA and VBA modernization objectives.
• Contribute to the development and maintenance of SOPs, user guides, training materials, and knowledge base articles.
• Proactively identify and escalate emerging incident trends to help prevent service degradation and support overall system performance.

Required Skills:

• Bachelor’s degree in Business, related field, engineering or a related scientific or technical discipline
• Effectively manage and prioritize multiple tasks simultaneously while maintaining accuracy and service quality.
• Ability to communicate clearly and professionally with end users, both verbally and in writing.

Preferred Skills:

• 1+ years of experience providing technical support, help desk, or customer service in an IT environment.
• Experience documenting incident details, troubleshooting steps, and resolutions within an ITSM platform (ServiceNow, Zendesk, Jira, etc).
• Familiarity with ITIL incident management principles; active ITIL certification is a plus

Work Requirements

Years of Experience

2 + years of related experience

* may vary based on technical training, certification(s), or degree

Certification

Travel Required

Less than 10%

Job Tags

Remote job, Afternoon shift

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