BEST Program Solution Desk Analyst
Compu-Vision ConsultingBoston, MA, United States4 days ago
Job type
- Full-time
- Part-time
Job descriptionTier Two support by business and technical subject-matter-experts for more in-depth end user questions on : Under the guidance of the Solution Desk Manager, review current user support and help desk functions for the Under the guidance of the department of Project Management Office, acquire an understanding of the new Mosaic, Receive customer inquiries via ServiceNow ticketing system, live call, voicemail, and email Process tickets in accordance with CTR Customer Service guidelines Manage tickets through the CTR ServiceNow CSM application Evaluate the type, complexity, and magnitude of inquiry and resolve or escalate as appropriate Work with the BEST Program, CGI, CTR Chief Communications Officer, CTR Solution Desk Manager, CTR Solution Desk Supervisor, CTR Solution Desk Analysts, and colleagues throughout the department to provide accurate and timely solutions Coordinate and communicate, internally and externally, with partner agencies and agency clients in a courteous and respectful manner Document each inquiry through its lifecycle and accurately record all communication in tracking software Gather feedback from requestors to enhance operations Ideate solutions to structural and / or recurring issues coming into the Solution Desk Maintain awareness of, and compliance with, all Office of the Comptroller operating policies and procedures Participate in training sessions for the new applications, and learn them in accordance with mandated trainings Remain current with CTR policies and procedures, read CTR memos and updates Immediately raise questionable actions, requests, or potential errors or issues to the attention of your supervisor, manager, or director At least 3 years working in an IT service and support function in an environment similar in size and complexity to our organization. Knowledge of IT and business service desk tools and best practices. Good business acumen and understanding of organizational issues and challenges. Well-developed communication skills (both oral and written). Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness. Active listener with the ability to influence others toward a common vision or goal. Strong team player and skilled collaborator capable of working effectively with and through others. Demonstrated experience in using computer-based tools including Word, Excel, Power Point, Visio and Outlook. Help desk experience supporting external clients / users with a wide range of business and technical abilities Experience making or returning support service phone calls Experience using ServiceNow or other ticket tracking software Experience with the Massachusetts Management Accounting and Reporting System (MMARS), Labor Cost Management (LCM), or Human Resources / Compensation Management System (HR / CMS) Experience with support of a launch of a new application Ability to analyze data to draw conclusions, troubleshoot scenarios, and make appropriate recommendations Ability to work in a team setting and communicate effectively and professionally with both internal and external customers at all levels Excellent written and verbal communication skills, particularly the ability to articulate issues and risks in non technical terms Interest in, and ability to, understand new systems quickly Ability to work independently and in a team setting
Job Title : BEST Program Solution Desk Analyst
Location : Hybrid
Duration : 08 months
Weekly hours : 37.5
- The positions will support tickets categorized as Tier One and Tier Two : Tier One call-in and email center for
agency end users to address questions on :
o Login and access management
o Password resets
o User security and access to data
o How to find job aids
o Guidance on specific questions covered by job aids.
o High-level navigation of the applications and crosswalking from the legacy applications
o Specific functionality that may not be covered by job aids
o Technical issues impacting the user's access to the system.
o System issues affecting a number of users
Specific Duties :
Commonwealth's legacy financials system (MMARS) including Solution Desk protocols, organizational
structures, staffing, and service level agreements as to response times.
vendor self-service, and payroll applications
Required Skills :
Preferred Skills :
Minimum Entrance Requirements :
Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in electronic data processing, of which (B) at least one year must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below.
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Program Analyst • Boston, MA, United States
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