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Critical Key requirements • Familiarity with Microsoft products, e.g. Excel, Outlook, Skype, Word, PowerPoint, Visio, Project, SharePoint, etc. • Experience in creating and analyzing IT operational/performance reports, queries and identifying anomalies. • Experience with ServiceNow Ticketing System. • Exercise strong communications, documentation, customer service, and interpersonal skills. • Demonstrates strong analytical skills with the ability to collect, organize, analyze, coordinate, and disseminate significant amounts of information with attention to detail and accuracy. • Exhibit ability to identify and define new and existing process improvement opportunities. 2 Version 8/27/18 SUMMARY OF THE FUNCTION/ROLE IT seeks to engage the services of a Business Systems Analyst Consultant to perform Computer Support Analyst/System Analyst responsibilities. The consultant will work onsite and take direction from IT personnel. The primary responsibility is to facilitate the IT Onboarding process to ensure that all required IT resources are requested and obtained promptly and successfully for newly hired and rehired employees, existing employees transferred and consultants, during the onboarding process at the IT Service Desk, prior to their arrival. RESPONSIBILITIES Activities • Monitor, manage, process and report on all Onboarding requests. • Work with support groups to confirm Onboarding tasks are completed before the hire date of the new employee • Perform escalations as necessary Deliverables • Meet with the IT Project Manager and delegates to discuss expectations and concerns. • Use IT work instructions and procedures to process requests for newly hired and re-hired employees, existing employees transferred and consultants during the onboarding process at the Service Desk. • Review requirements and offer viable alternatives. • Monitor, manage, process and report on all requests. • Create, modify and analyze reports and queries. • Utilize ITSM Service Desk (ITSD) ticketing systems to create tickets to process the workflow for new hires, transfers and new consultant IT resource requests. • Interact with all employees, including clients, colleagues, supervisors, managers and senior management etc. • Collaborate with ITSD personnel on IT issues and requests. • Follow up with support groups (2nd/3rd level), customers and management, as needed. • Other technical, administrative and IT Service Desk customer service duties, as required by IT Project Manager or designee. RISKS • Normal office environment with no exposure to any additional risk. DELIVERABLES & DUE DATES N/A. Ongoing support and administration of IT onboarding process. 3 Version 8/27/18 QUALIFICATIONS EXPERIENCE & EDUCATION Required • Demonstrate strong analytical skills with the ability to collect, organize, analyze, coordinate, and disseminate significant amounts of information with attention to detail and accuracy. • Exercise strong communication, documentation, customer service, and interpersonal skills. • Exhibit ability to identify and define new and existing process improvement opportunities. • This position is primarily analytical/administrative (80%) and secondarily technical (20%). • The candidate is required to provide the majority of tasks electronically, via computers, telephone and remotely (i.e. from office to remote locations). • 2-3 years experience with a ticketing system. • 1-2 years experience in a data analyst position. • Familiar with Microsoft products, e.g. Outlook, Word, Power point, Visio, Project, SharePoint including ADVANCED knowledge and experience in Excel. • Good data entry and typing skills (55+ WPM). • Ability to work in a fast-paced environment while focusing on and prioritizing multiple tasks simultaneously. Desirable • IT Service Desk Operations experience in a lead role • Demonstrates ability to work effectively and be flexible in a variety of situations, including those involving uncertainty, lack of information, and changing circumstances. • Ability to analyze data using MS Excel functions including pivot table and other complex formulas.
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