Senior Remote Tier 1 Customer Service Analyst – Federal Healthcare IT Support Specialist – Leading the Charge in CMS Technical Help Desk Excellence at brighthush

About brighthush and the Future of Federal Healthcare IT

brighthush is a trailblazer in the federal technology arena, dedicated to building, modernizing, and operating mission‑critical health platforms that serve millions of Americans. Since our founding in 2021, we have grown into a vibrant organization of over 1,000 professionals who thrive on solving complex problems, delivering reliable services, and driving digital transformation for the Centers for Medicare & Medicaid Services (CMS) and other federal agencies. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success.

As the world increasingly relies on cloud‑based solutions and data‑driven insights, brighthush is at the forefront of delivering secure, scalable, and user‑friendly technology that supports the nation’s healthcare infrastructure. We empower our teams to innovate, experiment, and grow—while ensuring that every interaction with our customers is handled with the highest level of professionalism and care.

Why This Role Matters

The Remote Tier 1 Customer Service Analyst is the first line of support for users across the federal healthcare ecosystem. Your work will directly impact the ability of healthcare providers, beneficiaries, and internal stakeholders to access critical services, resolve technical issues, and maintain uninterrupted operations. By ensuring timely, accurate, and empathetic support, you help uphold the integrity of the CMS Technical Help Desk and contribute to the broader mission of delivering high‑quality healthcare to all Americans.

Key Responsibilities

• Serve as the Primary Point of Contact: Act as the first line of communication for the CMS Technical Help Desk, addressing inquiries related to system access, account management, functionality, and availability.
• Resolve a Broad Spectrum of Issues: Tackle everything from login problems to system outages using a structured, first‑contact resolution approach that minimizes downtime.
• Adhere to Help Desk Workflows: Follow established triage, research, and escalation protocols to ensure consistent, high‑quality service delivery.
• Track and Document Requests: Log all interactions and status updates in ServiceNow, maintaining accurate records for audit and reporting purposes.
• Communicate System Status: Proactively inform customers about planned and unplanned outages, service disruptions, and reduced functionality through email, phone, or other communication channels.
• Collaborate Across Teams: Work closely with Help Desk leadership, technical teams, and business stakeholders to identify and communicate potential volume spikes or system issues.
• Support Script Development: Contribute to the creation, refinement, and maintenance of customer support scripts that standardize responses and improve efficiency.
• Maintain SOPs & Protocols: Assist in drafting, reviewing, and updating standard operating procedures to keep the help desk aligned with best practices and regulatory requirements.
• Champion Continuous Improvement: Identify recurring pain points, propose solutions, and collaborate with cross‑functional teams to implement process enhancements.
• Engage in Knowledge Sharing: Participate in regular knowledge‑sharing sessions, ensuring that best practices and lessons learned are disseminated throughout the support organization.

Essential Qualifications

• U.S. Federal Position of Trust clearance (or ability to obtain one).
• U.S. residency with a minimum of three years lived in the United States within the last five years.
• Bachelor’s degree in a related field or equivalent professional experience (minimum 2 years).
• At least one year of proven experience in an IT service desk or customer service environment.
• Experience working on a federal service desk project, preferably within the CMS ecosystem.
• Proficiency with ServiceNow or similar ticketing systems.
• Familiarity with cloud‑based call center software, specifically CXone.
• Knowledge of Agile methodologies in a service desk context.
• Experience with Atlassian tools such as JIRA and Confluence.
• Excellent verbal and written communication skills, with the ability to convey technical information to non‑technical audiences.

Preferred Qualifications

• Prior exposure to federal healthcare IT platforms and regulatory compliance requirements.
• Advanced knowledge of ServiceNow configuration, scripting, or administration.
• Experience in developing and delivering training materials for end‑users or support staff.
• Strong analytical skills, with the ability to identify trends, root causes, and process improvement opportunities.
• Demonstrated ability to work independently in a fully remote environment while maintaining high productivity and collaboration.

Skills & Competencies for Success

• Customer‑Centric Mindset: A genuine passion for helping others and a commitment to delivering exceptional service.
• Technical Aptitude: Quick learning of new systems, tools, and processes.
• Problem‑Solving: Ability to diagnose issues, think critically, and propose effective solutions.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Time Management: Prioritizing tasks, meeting SLAs, and managing multiple concurrent tickets.
• Team Collaboration: Working effectively with cross‑functional teams in a remote setting.
• Adaptability: Thriving in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Tier 1 Customer Service Analyst, you will:

• Gain hands‑on experience with federal IT systems, including ServiceNow, CXone, and Atlassian suites.
• Participate in continuous learning programs, such as Agile certifications, ITIL fundamentals, and cybersecurity awareness courses.
• Engage in mentorship initiatives, pairing you with senior analysts and subject‑matter experts.
• Explore career pathways into Tier 2/3 support, process improvement, project management, or technical architecture roles.
• Contribute to innovation projects that shape the future of federal healthcare technology.

Work Environment & Company Culture

brighthush is proud of its inclusive, flexible, and collaborative culture. Key highlights include:

• 100% remote work for U.S. employees, with flexible scheduling to accommodate diverse lifestyles.
• A supportive community of professionals who value transparency, respect, and continuous improvement.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Access to cutting‑edge tools and technologies that empower you to deliver top‑tier service.
• Commitment to work‑life balance, with generous paid time off and mental health resources.

Compensation, Perks, and Benefits

• Competitive base salary aligned with industry standards for federal IT support roles.
• Performance‑based incentives and spot bonuses for exceptional service delivery.
• Referral bonuses for bringing talented peers into the brighthush family.
• Health, dental, and vision insurance plans, including options for telehealth services.
• 401(k) retirement plan with company match.
• Continuous learning stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mindfulness sessions.
• Flexible paid time off policy, encouraging you to recharge and return refreshed.
• Access to a robust employee assistance program for personal and professional support.

How to Apply

If you are ready to join a forward‑thinking organization that values your expertise, dedication, and growth, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal candidate for the Remote Tier 1 Customer Service Analyst role at brighthush.

To apply, click the link below and complete the online application:

We look forward to exploring how your skills and passion can help us continue to deliver exceptional service to federal healthcare stakeholders across the nation.