Senior Tier 1 Customer Service Analyst – Digital Health & Federal IT Support Specialist at brighthush

About brighthush

At brighthush, we are redefining the future of digital health and federal technology. For over twenty years, we have partnered with government agencies to deliver secure, scalable, and innovative solutions that protect the health and safety of veterans, service members, and civilians. Our mission is simple yet powerful: to empower public servants with cutting‑edge technology that makes a real difference in people’s lives. We invest heavily in artificial intelligence, cloud computing, and emerging tech to tackle the most complex challenges facing the nation’s public sector.

Our culture is built on a foundation of integrity, collaboration, and a relentless pursuit of excellence. We celebrate diversity, champion inclusion, and provide a supportive environment where every team member can thrive personally and professionally. Whether you are a seasoned veteran, a transitioning service member, or a civilian professional, brighthush offers a place where your skills are valued and your career can grow.

Why Join brighthush?

Working at brighthush means you will:

• Be part of a high‑impact team that directly supports federal agencies and the public.
• Engage with the latest technologies, from ServiceNow to CXone, and contribute to continuous improvement.
• Benefit from a culture that values work‑life balance, mental health, and professional development.
• Receive competitive compensation, performance incentives, spot bonuses, and referral rewards.
• Enjoy a comprehensive benefits package that includes health, dental, vision, retirement plans, and generous paid time off.

Position Overview

We are seeking a highly motivated Tier 1 Customer Service Analyst to join our federal IT support team. In this role, you will be the first line of defense for users across the Center for Medicare & Medicaid Services (CMS) ecosystem. You will handle a wide range of inquiries—technical, functional, and procedural—across multiple channels, ensuring a swift, accurate, and friendly resolution.

As a Tier 1 analyst, you will:

• Provide first‑contact resolution for user issues related to system access, functionality, and availability.
• Utilize ServiceNow and other ticketing tools to log, track, and manage support requests.
• Communicate planned and unplanned outages, service disruptions, and status updates to users.
• Collaborate with senior help desk staff and cross‑functional teams to identify and implement process improvements.
• Maintain and update customer support scripts, standard operating procedures, and knowledge base articles.

Key Responsibilities

• Ticket Management: Log, triage, and resolve tickets in a timely manner, aiming for first‑contact resolution whenever possible.
• Multi‑Channel Support: Respond to inquiries via phone, email, chat, and electronic submission methods, ensuring consistent quality across all channels.
• Escalation Coordination: Identify when issues require escalation, route tickets to the Apply for this job