IT Business Analyst III

Summary
In this role you will serve as the face and lead for establishing a robust and customer-centric Service Desk entity for our enterprise cloud project. You will work closely with internal customers, technical team leads, project managers, service desk analysts, and other stakeholders to ensure technical requests and issues are captured, triaged, and responded to within required support periods.
The ideal candidate will have experience leading Service Desk teams within an agile framework. You will develop and implement an enterprise Service Desk operation and team. The successful candidate will possess a track record of successful leadership as a service delivery professional and is a highly motivated and experienced problem solver with above-average customer service and desktop engineering skills. 
You work well in a remote, fast-paced environment and enjoy facilitating actions and resolving issues. You seek ways to improve processes, resolve conflicts between stakeholders, and improve the overall production of the mission. Lastly, you thrive in an environment where you have creativity to improve the collaboration between teams and add value to the success of the organization.
Supervisory Responsibilities

• Lead and be responsible for developing and motivating Service Desk technicians
• Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests
• Lead, coach, and manage the team to improve customer service, efficiency, and technical aptitude
• Train and lead team members on the proper use of Jira and Confluence

Essential Functions 
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• 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 that utilizes Atlassian tools (Jira, Confluence) and lead the gathering of requirements for developing service desk functions and procedures
• Work directly with multiple teams and business units to understand business needs and translate those to IT/business capabilities and Service Desk functions
• Direct the coordination of support and transfer of requests and issues to peer support entities and teams through resolution
• Direct team’s agile rhythms, coordination with external teams, and calendar(s)
• Use the JIRA ticketing system to capture data and generate reports
• Direct the development of Service desk best practices and processes
• Support program-wide operations and documentation development needs

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Basic Qualifications

• 8 years of Service Desk leadership experience
• ITIL certification; PMP certification
• Working knowledge of Jira projects, workflows, issue types, permissions, and notifications
• Must possess experience developing service desk documentation and SOP creation
• Strong verbal and communication skills, working with senior leadership and across organizational teams
• Ability to always create a positive Customer Experience and high customer satisfaction rate
• Strong analytical and problem-solving skills (ability to explain technical issues in layman's terms)
• Excellent communication and writing skills

Preferred Qualifications 

• Federal government experience
• Demonstrated hands-on experience using Atlassian Jira and Confluence tools
• Working knowledge of AWS
• HDI or other Help Desk certification
• ITIL advanced certification

Work authorization/security clearance requirements
Ability to obtain a government security clearance
Physical Demands

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to access and navigate each department at the organizations and client facilities
• Frequent use of a keyboard, mouse, and laptop
• Effective written and verbal communication skills for working with customers, collaborating with team members

The base salary range for this position is $114,298 to $161,119.