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System Analytics Inc.

Provider of innovative technology solutions

Key Responsibilities Primary: 

· Work with the Help Desk Design Manager and other planners to assess current capabilities and identify high-level requirements.

· Help identify and define Incident Management and Problem Management process requirements.

· Work with the Help Desk Design Lead to define the performance goals and metrics for the proposed solution.

· Review prototypes, solution blueprints, and project scope to ensure that the needs of the business are being met.

· Serve as liaison to the business community, to ensure that its needs are fully understood by the project team.

· Work with the Help Desk Design Manager, IT Operations SMEs & other team members to define metrics & performance goals for the infrastructure solution.

· Work with Help Desk Design Manager to ensure that developed and deployed capabilities align with business architecture and meet performance goals.

· Assist in translating requirements into business processes supporting existing or new business capabilities.

· Inform Help Desk Design Manager of issues that affect other project areas.

· Participate in quality management reviews to ensure adherence to all quality management plans and standards.

Key Responsibilities Secondary: 

· Anticipate issues proactively & escalate to Design Manager as appropriate 

· Maintain awareness of new developments in industry and processes.  Contin- uously develop this knowledge & associated skills by implementing concepts.

· Identify and support opportunities for continuous improvement and participate on improvement teams.

· Monitor and support the team’s adherence to the established policies, processes, and procedures.

· Monitor & ensure team’s process & configuration documentation is up to date.

· Ensure that the client’s goals are being met, and offer alternative solutions as appropriate in order to meet overall client & project goals and objectives.

 

 

US Citizenship Required

 

 

Help Desk Design Specialist