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IT Business Analyst III
Gama-1 Technologies - Chevy Chase, MD
posted about 2 months ago
About the position
The IT Business Analyst III will lead the establishment of a customer-centric Service Desk for an enterprise cloud project. This role involves collaboration with various stakeholders to ensure effective handling of technical requests and issues, while also developing and implementing Service Desk operations within an agile framework. The ideal candidate will have a strong background in service delivery, problem-solving, and customer service, thriving in a fast-paced remote environment.
Responsibilities
- Serve as the subject matter expert (SME) and liaison on all Service Desk operational and escalation matters.
- Direct the development and implementation of an enterprise Service Desk operation utilizing Atlassian tools (Jira, Confluence).
- Gather requirements for developing service desk functions and procedures.
- Work with multiple teams to understand business needs and translate them into IT/business capabilities and Service Desk functions.
- Coordinate support and transfer of requests and issues to peer support entities and teams through resolution.
- Direct team agile rhythms and coordination with external teams.
- Use the JIRA ticketing system to capture data and generate reports.
- Develop Service Desk best practices and processes.
- Support program-wide operations and documentation development needs.
Requirements
- 8 years of Service Desk leadership experience
- ITIL certification; PMP certification
- Working knowledge of Jira projects, workflows, issue types, permissions, and notifications
- Experience developing service desk documentation and SOP creation
- Strong verbal and communication skills with senior leadership and across organizational teams
- Ability to create a positive Customer Experience and high customer satisfaction rate
- Strong analytical and problem-solving skills
- Excellent communication and writing skills
Nice-to-haves
- Federal government experience
- Hands-on experience using Atlassian Jira and Confluence tools
- Working knowledge of AWS
- HDI or other Help Desk certification
- ITIL advanced certification
Benefits
- Health insurance coverage
- Life and disability insurance
- 401(k) savings plan
- Training and career development opportunities
- Paid holidays
- Paid time off (PTO)
