Service Desk AnalystThe Service Desk Analyst gathers, interprets, and uses complex data to recommend actionable steps that will improve processes and optimize results for the IT Service Delivery Department. This role works in collaboration with leadership to understand IT objectives and contribute to the division IT goals and vision. The Analyst must stay current with best practices regarding IT standards, guidelines, and help implement technology solutions in a cost-effective way. Primary skills will include analyzing data using advanced skills in data gathering, root cause analysis, and other techniques to leverage information from technology systems to explain activity and solve business problems. An essential aspect of this position is to take substantial quantities of data and analytic results and condense them into a coherent story with clear, easy-to-follow conclusions.
The results, informed by knowledge of the business, will be used to make actionable recommendations. This position requires a quantitative aptitude, a broad understanding of math, statistics, business, hands-on data analysis, and strategic thinking skills. The analyst will recommend processes to automate reporting functions, define and create new metrics, and report layouts with the best visual aids to be reviewed by senior leaders and colleagues. This role will contribute significantly to enhancing the efficiency of the entire I.S. Organization.
The IT Analyst functions as a direct report to the Supervisor, Service Delivery for ##@ Services.Minimum Education: Associate Degree in Management Information Systems, Computer Science, Data Analytics, Business, or equivalent experienceMust-Have:Longevity in work historyMinimum of 2 years of IT or related experienceDemonstrated knowledge of report evaluation and analyticsProven experience in implementing and supporting service-oriented toolsProven experience in service-related concepts, practices, and procedures including ITIL methodologiesMust demonstrate excellent written/spoken and communication skillsAnalytical expertise to ensure quality and accuracy of data, process, design, and presentationAbility to design and recommend escalation policies and proceduresDemonstrated knowledge of Service Level Agreements and Service Delivery deliverablesStrong attention to details and organizational skillsDemonstrated teamwork and collaborationExperience with reporting and ticketing tools (ServiceNow, advanced Excel, SQL, dashboarding/reporting/visualization platform)Medical Enterprise - Non-Clinical Onboarding- Must complete all onboarding requirements prior to starting date, no exceptions:Background Social Security Trace 7 year worked and lived found by SSN TraceCounty Criminal F&M - 7 year Federal Criminal - 7 year Widescreen Plus National Criminal SearchNational Sex Offender Registry Healthcare Sanctions – State OIG/SAMApplication Temporary Work Agreement Harassment & Discrimination PamphletEducation – HS Diploma Employment – 3 Employers – Must verify 2 out of 3HIPAA COVID Vaccine + Booster (S)Health/Medical ScreensNote: ALL IS BILLABLE EXCEPT FOR DRUG SCREEN1. Bloodwork (Titers) to show they are immune to MMR (Measles, Mumps and Rubella), Varicella (Chickenpox) & Hepatitis B. Or in the event that they do not have this provide proof they had injections (shot records):MMR – Series of 2Varicella – Series of 2Hepatitis B – series of 32. TB Test(yearly) o Date test was done o Must have been read within 24 to 48 hours of the test o Results must have millimeters of induration o In case of positive TB history, must present chest x-ray results3. Influenza for Current Flu Season – REQUIRED/NO EXCEPTIONS - Flu shot is ONLY good for the season which is 10/1 through 4/30.
If they start on May 1, they don't need the vaccine until this next fall. It is recommended for Workers to wait and get the vaccine AFTER Sept 1st.