Analyze client e-business applications and data to identify and resolve technical issues related to online transactions, web services, and e-commerce platforms. Capture relevant data related to issues to assist Tier 3 engineers with escalation, specifically concerning e-business systems and online services. Communicate effectively with employees, contractors, and vendors to provide timely and professional support for e-business applications. Troubleshoot routine and recurring problems with customer's e-business applications, including website functionality, online payment processing, and security issues. Provide training and support to users on custom e-business applications and online services. Log, track, and follow up on tickets to ensure timely resolution of e-commerce related issues. Assist with help desk calls, emails, and support requests related to e-business systems. Act as a liaison between clients and support groups for e-commerce related concerns. Provide Tier I/II support for custom e-business applications and online services. Document tickets with detailed information for escalation to the agency Tier 3 team, specifically regarding e-business systems and online services. Provide help desk support for office automation, telecommunications, and visual information hardware and software related to e-commerce operations. Set up new user accounts with enterprise email, ensuring proper access to e-business applications and online services. Suggest articles for the knowledge base to improve help-desk efficiency in handling e-commerce related inquiries. Participate in problem management for recurring issues related to e-business systems and online services. Coordinate customer-reported outages with the supervisor, specifically concerning e-commerce platforms and online services. Provide input into knowledge management systems and application requirements for system enhancements related to e-business applications and online services. Bachelor's degree Education Equivalency: High School Diploma and 9 years of experience. Minimum 3 years of professional experience. Minimum 1 year of experience providing phone and/or in-person support for e-business applications (analysis, diagnosis, remediation, testing, performance analysis). Minimum 1 year of experience with standard Windows OS applications and MS Office applications Minimum 1 year of customer service experience. Minimum 1 year of experience of requirements definition/analysis experience. Ability to obtain a Public Trust Clearance ITIL v4 Foundation certification. Professional certification in project management (e.g., PMP) or IT service management (e.g., ITIL). Familiarity with Agile and Lean methodologies. Knowledge of ITSM platforms (e.g., ServiceNow, BMC Remedy) is advantageous.