Senior Business Analyst – Customer Support & Helpdesk Operations – Remote, Secret Clearance, Government Services

About brighthush

brighthush is a leading provider of innovative automation solutions for the U.S. Army Contracting Enterprise. With a mission to streamline procurement processes, enhance operational efficiency, and deliver world‑class customer support, brighthush empowers government agencies to achieve mission success through cutting‑edge technology and exceptional service. Our remote, collaborative culture values diversity, continuous learning, and a passion for solving complex challenges. As a trusted partner to federal agencies, we are committed to fostering a workplace where every team member can thrive, grow, and make a tangible impact on national security.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that blends technology, business acumen, and customer‑centric thinking. We offer a competitive compensation package, comprehensive benefits, and a flexible work environment that supports work‑life balance. Our employees enjoy:

• Medical, dental, and vision coverage for you and your family
• 401(k) retirement plan with company match
• Paid time off, paid parental leave, and flexible spending accounts
• Life and disability insurance, commuter benefits, and tuition reimbursement
• Access to continuous learning resources, certifications, and career development programs
• Regular team‑building events, hackathons, and innovation challenges

Key Responsibilities

As a Business Analyst – Customer Support, you will serve as the frontline advocate for our users, ensuring seamless adoption and optimal utilization of our automation solutions. Your day‑to‑day activities will include:

• Providing expert helpdesk support for a portfolio of automation tools used by Army contracting personnel.
• Diagnosing and resolving technical and functional issues, escalating complex problems to engineering teams when necessary.
• Documenting support tickets, root causes, and resolution steps in our knowledge base to improve self‑service resources.
• Leading communication and outreach initiatives, including user training sessions, webinars, and feedback loops.
• Collaborating with product managers, developers, and operations to translate user needs into actionable enhancements.
• Monitoring system performance metrics, generating reports, and recommending process improvements.
• Maintaining a Secret security clearance and adhering to all federal security protocols.
• Participating in continuous improvement projects, such as automating support workflows and integrating AI chatbots.

Essential Qualifications

To excel in this role, you should possess:

• Minimum of 3 years of experience in business analysis, customer support, or helpdesk operations within a government or regulated environment.
• Strong analytical skills with the ability to dissect complex processes and identify improvement opportunities.
• Excellent verbal and written communication skills, capable of translating technical concepts for non‑technical stakeholders.
• Proficiency in ticketing systems (e.g., ServiceNow, JIRA), CRM platforms, and knowledge‑base tools.
• Experience with automation technologies such as robotic process automation (RPA), workflow orchestration, or low‑code platforms.
• Demonstrated ability to manage multiple priorities, meet deadlines, and deliver high‑quality results in a fast‑paced environment.
• Valid Secret security clearance or the ability to obtain one within 90 days of hire.
• Bachelor’s degree in Business Administration, Computer Science, Information Systems, or a related field.

Preferred Qualifications

We value additional expertise that will accelerate your success:

• Prior experience supporting Army or Department of Defense (DoD) contracting systems.
• Knowledge of procurement regulations, acquisition lifecycle, and contract management processes.
• Certifications such as CBAP, PMI-PBA, ITIL, or CompTIA A+.
• Experience with data analytics tools (Excel, Power BI, Tableau) to derive actionable insights.
• Familiarity with Agile and Scrum methodologies, and participation in cross‑functional sprint teams.
• Fluency in additional languages (e.g., Spanish, French) to support diverse user communities.

Skills & Competencies

Success at brighthush requires a blend of technical proficiency, business insight, and interpersonal finesse:

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships with users.
• Problem‑Solving: Ability to troubleshoot, root‑cause, and propose sustainable solutions quickly.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Collaboration: Proven track record of working effectively with cross‑functional teams, including engineering, product, and operations.
• Adaptability: Comfortable navigating ambiguity, shifting priorities, and evolving technology landscapes.
• Data‑Driven Decision Making: Skill in collecting, analyzing, and interpreting data to inform process improvements.
• Security Awareness: Understanding of federal security requirements and commitment to maintaining confidentiality.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Structured mentorship programs pairing you with senior analysts and subject‑matter experts.
• Paid training and certification courses in business analysis, RPA, cloud technologies, and cybersecurity.
• Internal knowledge‑sharing sessions, lunch‑and‑learns, and hackathons that foster innovation.
• Clear career pathways from Business Analyst to Senior Analyst, Lead Analyst, or Product Owner roles.
• Opportunities to lead cross‑departmental projects, enhancing your leadership and project‑management skills.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual stand‑ups, team huddles, and cross‑functional syncs.
• Digital collaboration tools (Slack, Teams, Confluence) that keep communication fluid.
• Annual virtual retreats and quarterly town‑hall meetings to celebrate achievements and align on strategy.
• Inclusive hiring practices that value diverse perspectives and backgrounds.
• Commitment to mental health and well‑being through counseling services, mindfulness sessions, and flexible scheduling.

Compensation & Benefits

While the exact salary range is competitive and commensurate with experience, brighthush offers a comprehensive benefits package designed to support your health, financial security, and personal growth:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance plans with low employee premiums.
• 401(k) retirement plan with company match up to 5%.
• Paid time off (PTO), sick leave, and paid parental leave.
• Flexible spending accounts (FSA) for medical and dependent care.
• Life and disability insurance coverage.
• Commuter benefits and remote‑work stipends.
• Tuition reimbursement for approved courses and certifications.
• Employee assistance program (EAP) and wellness resources.

How to Apply

Ready to bring your analytical expertise and customer‑first mindset to brighthush? Click the link below to submit your application and join a team that is redefining government contracting through technology and service excellence.