Service Desk Analyst

Multiple Locations
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 14 hours ago
Job Description

POSITION SUMMARY:
Provide continual service improvement to support IT Operations processes. This role focuses primarily on the creation and management of process, knowledge and training in support of IT Operations.

PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:
Work with internal teams to obtain an in-depth understanding of a product, procedure, or process.
Analyzes, writes, rewrites and/or edits documents such as procedures, user manuals, technical manuals, and training & communication plans, to communicate clearly and effectively to a wide range of audiences.
Provide support for the implementation and collaborate with testing teams to incorporate the established plans into integration testing processes. Participate in the planning of action items for end integrations.
Produce high-quality documentation and processes that meets applicable standards and is appropriate for its intended audience.
Conducts quality review of submitted knowledgebase articles, configuration items, and updates accordingly.
Gathers information through research, reports and interviews with staff.
Create tutorials to help end-users use a variety of applications.
Develops cataloging systems, maintains knowledgebase database, configuration items, and approval processes,
Coordinate discussions with internal team members to ensure configuration items are current and available. Provide additional CI assistance or research information to team members to ensure accuracy of CI assignment.
Support team projects that enhance the efficiency of help desk services.
Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
Attend technical training sessions to advance technical and business knowledge, communication methodologies, and writing skills.

QUALIFICATIONS & EXPERIENCE:
Experience:
Minimum of 1 year of experience in a process analyst role.
Project Management experience a plus.

Education:
High school diploma is required.
Technical degree or experience is preferred.

Skills:
Demonstrate broad knowledge of enterprise applications, tools and operating systems.
Proven working experience in technical writing with strong attention to detail.
Ability to multi-task.
Attention to detail and commitment to persistent follow-up.
Proficient in Office Suite, including Word, Power Point, Excel.
Experience with Service Now or other ITSM or Help Desk platform a plus.
Ability to deliver high quality documentation paying attention to detail.
Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures.
Able to write in explanatory and procedural styles for multiple audiences.
Excellent written skills in English.
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