Senior Analyst, Service Desk Operations

Responsibilities

• Review, analyze and verify information associated with account requests and various enrollments and filings.
• Communicate with stakeholders using various platforms such as our internal ticketing system, email, phone and screensharing.
• Troubleshoot issues by utilizing materials, research, creative thinking and problem-solving skills.
• Determine when issues should be referred to peers or other units and/or escalated to managers.
• Record user interaction and categorical data in designated customer services platforms, e.g. JIRA.
• Propose updates to user resources for systems such as PASSPort and HHS Accelerator.
• Identify opportunities for and assist in implementing improvements to processes and protocols.
• Draft content for mass or targeted stakeholder communications, as well as websites.
• Deliver content to live groups, via brief pre-recorded tutorials or via interactive courses.
• Develop templates, guides, and special presentations.
• Contribute to the design and testing of system modifications.
• Aid team members with complex or novel issues.
• Co-host team meetings, tracking notes and action items.
• Ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change management.
• Understand issues affecting relevant stakeholder groups, including but not limited to covered city agencies, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc.
• Participate in special projects, as assigned.

Requirements

• Do you have a baccalaureate degree from an accredited college or university?
• Do you have an associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities?
• Do you have a four-year high school diploma, or its educational equivalent approved by a state's Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question "2" above?
• Do you have a satisfactory combination of education and/or experience equivalent to that described in questions "1," "2," and/or "3" above?

Qualifications

• Do you have a baccalaureate degree from an accredited college or university?
• Do you have an associate degree from an accredited college or university along with two (2) years of experience with administrative, analytic, coordinative, supervisory or liaison responsibilities?
• Do you have a four-year high school diploma, or its educational equivalent approved by a state's Department of Education or a recognized accrediting organization along with four (4) years of experience as described in question "2" above?
• Do you have a satisfactory combination of education and/or experience equivalent to that described in questions "1," "2," and/or "3" above?

Skills

• Strong writing skills needed.
• Meet deadlines and work independently while paying close attention to details.
• Establish relationships quickly and maximize positive team dynamics.
• Succinctly and effectively communicate verbally and in writing.
• Distill complex material, present information and make actionable recommendations.
• Accurately and consistently document data on stakeholder experience and escalate critical issues.
• Analyze data and summarize research to support ongoing improvement in operations and service.
• Educate stakeholders about various procurement and government operations topics and tools.
• Engage and support stakeholders through all phases of procurement and change.

Benefits

• $68,213.00 – $73,561.00