Service Desk Support Analyst

Description

This role maintains the stability and performance of core school partner and eligibility processing platforms, conducting system verifications, diagnosing complex anomalies, and ensuring functional integrity of platforms and data engines. The role serves as the primary escalation point for complex service desk issues, leading incident triage and root cause analysis, and manages critical client escalations while coordinating technical transitions during system deployments.

Duties

• Perform comprehensive system verification to ensure the functional integrity of core school partner processing platforms and data engines.
• Research, diagnose, and resolve complex system anomalies and operational challenges.
• Lead incident triage, root cause analysis, and resolution activities for escalated service desk issues.
• Act as the escalation point for complex client concerns, ensuring high professionalism and timely resolution.
• Generate, analyze, and deliver regular system reports and complex ad hoc analyses to support leadership and operational planning.
• Execute critical data validations and financial reconciliation activities across internal and external system interfaces.
• Support pre-production and production verification scripts, deployment validation, change impact assessments, and readiness reviews for upcoming releases.
• Contribute to business process design, operational workflow optimization, and the development of synthetic monitoring capabilities, alerts, and dashboards.
• Collaborate cross-functionally with technical teams to ensure seamless service transitions and system deployments.
• Mentor junior team members and independently manage small work efforts or projects.

Required Qualifications

• 5-10 years industry experience in Incident Management and/or Problem Management
• Bachelor's Degree in Business/Information Systems or related field preferred, or equivalent relevant experience
• Experience with Salesforce Platform, Splunk, Data Analysis & Interpretation, Oracle SQL, and IT Service Desk
• Experience with SQL, CloudWatch, and Advanced Excel for system reporting and analysis

Preferred Qualifications

• ITIL Certification and/or Problem Management Certification