TIER 0 / DEFLECTION CONTENT ANALYST

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. For more information, visit www.Empower.ai.

Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees.

Description

Empower AI is seeking a Tier 0 / Deflection Content Analyst to make the AI-driven Tier 0 self-service layer of an enterprise IT Service Desk resolve more issues before a human is needed, supporting a Department of War agency with approximately 13,000 users. Sitting inside the Service Desk and drawing on Tier I experience, the analyst analyzes ticket, chatbot, and search data to find what users are asking that Tier 0 fails to resolve; designs and tunes ServiceNow Virtual Agent conversations, knowledge suggestions, and self-service request flows; and measures the deflection each change produces. The role is the operational owner of Tier 0 deflection performance and works closely with Knowledge Management, the Automation Engineer, and the UX Designer. This is a salaried, FLSA-exempt position in which you will independently analyze situations, determine the appropriate course of action, and exercise discretion and independent judgment on matters of significance to the program and its customers.

THIS IS A HYBRID ROLE BASED IN QUANTICO, VA (RKB) WITH REMOTE WORK ELIGIBILITY AND UP TO 10% OF TRAVEL INVOLVED.

JOB DUTIES:

• Analyze Virtual Agent conversation logs, fallback and abandonment rates, portal search terms, and Tier I ticket categories to determine which contact types can be deflected to Tier 0 self-service and prioritize them by volume and effort.
• Design, configure, test, and tune Virtual Agent conversation topics, knowledge-suggestion rules, and self-service request flows (password reset, account unlock, status checks, common how-to guidance) in coordination with the Automation Engineer and Knowledge Management.
• Measure and report Tier 0 deflection, self-service success rates, and Year-Over-Year Ticket Deflection for the Customer Support Metrics Dashboard, and recommend content and automation changes to the CX Roadmap.
• Work rotational Tier I shifts as needed to stay current with live user issues and validate that deflection content reflects real customer language and needs.
• Analyze escalated and complex Tier I incidents and service requests to determine root cause, scope, and business impact; independently set Priority Levels (PL1-PL4); and decide the resolution path, including whether to resolve, deflect to self-service, or escalate to Tier II/III or specialized resolver groups.
• Determine and apply the appropriate diagnostic and remediation approach for Windows endpoints, Microsoft 365 and collaboration tools, VPN and network connectivity, account and access issues, printing, and mobile devices, exercising delegated administrative authority to resolve issues at first contact.
• Serve as an escalation and decision resource for junior analysts, reviewing their proposed resolutions, approving or redirecting escalations, and coaching on troubleshooting methodology and ticket quality.
• Evaluate ticket documentation and closures for compliance with the Customer-Confirmed Ticket Closure process and quality standards, identify patterns in reopened tickets, and recommend corrective actions to the Senior Analyst and Supervisor.

REQUIREMENTS:

• Bachelor's degree and a minimum of 3 years of related experience (an additional 4 years of related experience may be substituted for the degree).
• Must be a U.S. Citizen.
• Must have an Active Secret Clearance (favorably adjudicated T3/T3R) to start.
• Must be willing and able to obtain TS/SCI eligibility after start, if required by mission needs.
• Must be within investigation scope and/or currently enrolled in Continuous Evaluation / Continuous Vetting.
• Must possess and maintain a current DoD 8570/8140 IAT Level I baseline certification (e.g., CompTIA A+ CE, Network+ CE, Security+ CE, CCNA-Security, or SSCP) prior to performing cybersecurity-related duties.
• Demonstrated ability to work independently, analyze problems, determine the appropriate course of action, and exercise discretion and independent judgment with limited day-to-day supervision.
• Minimum of 3 years of experience in an enterprise IT service desk, help desk, or desktop support environment.
• Strong troubleshooting skills across Windows 10/11, Microsoft 365, Active Directory accounts and group membership, network connectivity (VPN, Wi-Fi, DNS/DHCP basics), printers, and mobile devices.
• Hands-on experience with an enterprise ITSM/ticketing platform and knowledge management practices.
• Demonstrated ability to meet First Contact Resolution and SLA targets in a high-volume environment while maintaining excellent customer satisfaction.
• Ability to work assigned shifts within a 6:00 a.m. to 8:00 p.m. ET core schedule, and willingness to work extended-hours shifts (evenings, overnight, weekends, and holidays) if assigned to the extended-hours team.
• Excellent written and verbal communication skills and the ability to explain technical issues clearly to non-technical users and leadership.

DESIRED SKILLS:

• Experience with ServiceNow Virtual Agent Designer, Now Assist, or comparable conversational AI tooling.
• HDI Support Center Analyst or Desktop Support Technician, or ITIL 4 Foundation certification.
• Experience using ServiceNow (incident, request, knowledge, CMDB, Service Catalog, Virtual Agent) or a comparable enterprise ITSM platform.
• Experience working across multiple security enclaves (NIPRNet, SIPRNet, JWICS) and with classified system handling procedures.
• Familiarity with customer experience (CX) measurement, including CSAT, Customer Effort Score (CES), and experience level agreements (XLAs).
• Experience supporting Department of War (DoW), DoD, or other compliance-driven Federal IT environments.
• Experience with AI-enabled service desk capabilities such as ServiceNow Virtual Agent, AI Ops, or Active Directory orchestration for password resets and account unlocks.
• Experience writing knowledge articles and troubleshooting guides for both technicians and end users.

All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor.