IT ANALYST QA

SAN ANTONIO (SAT)

Brief Summary

                            Requirements/Additional Details: C71982-I/T Systems Analyst Mid
 
 
This is unique in 3 different types of analysts are needed: 
 
3 Total 3P Non-Contract-To-Hire Analyst:
•	QA Supplemental
•	Reporting
•	General Analyst
 
1.	Is this a contract-to-hire position?   
 
•	No If not, how long is the assignment? 2 years
 
2.	Is there an option for remote work? No
 
3.	Can you give me your top three skills in the order of importance and include the number of years of experience for each skill? 
 
o	QA Supplemental 
?	Basic analysis and problem assessment
?	Strong writing / communication
?	Service Desk QA experience (3 yrs)
?	Service Desk experience (2 yrs)
 
o	Reporting 
?	Service Desk Reporting (3+ yrs)
?	Data Handling (Report development, Data transformation/validation, Advanced experience with relational databases)
?	SQL (2  yrs)
 
o	General Analyst 
?	Strong data interpretation / visualization
?	Strong writing / communication
?	Intermediate process improvement / analysis 
?	Service Desk experience (1+ yrs)
 
o	Additional Relevant skills for all Position types 
?	Process development or process analyst experience
?	SNOW and ITIL familiarity
?	Agile and Project management principles
            
4.	What are the three top technology tools that this resource must have knowledge using?
 
o	QA Supplemental 
?	Microsoft Office Suite (Intermediate, 2 yrs)
?	ServiceNow (Beginner, 1 yr)
?	Verint (or similar application) experience (1+yr)
o	Reporting 
?	Data Handling (Report development, Data transformation/validation, Advanced experience with relational databases – 3+ yrs)
?	Microsoft Access / Excel (Advanced, 3+yrs)
?	SQL (2+ yrs)
o	General Analyst 
?	Microsoft Office Suite (Advanced, 3+yrs)
?	ServiceNow (Intermediate, 1+ yrs)
 
 
5.	What are the responsibilities that this resource will have on a day to day basis? 
 
•	The Service Desk Operations team provides oversight for the service desk MSA contract. These position will support the team in developing, documenting and improving service desk operation processes. Additional support will be needed to assess enterprise initiatives and project schedules to assess the impact to service desk operations. Contractor will need to support development of materials to prepare service desk projects including communications, knowledge base updates. Contractors will need to analyze incident data to determine performance trends and create metrics to ensure service desk supplier contract adherence. Contractor will review SNOW incident data to ensure process and procedures were correctly followed for specific incidents. 
 
•	QA Supplemental 
o	Assist and perform quality audits to include reviewing ACM (Automated Call Monitoring)
o	Daily random audits of incidents logged by the Service Desk
o	Review customer satisfaction surveys
o	Observe any trending and perform any ad hoc reviews
•	Reporting 
o	Monitor and assist with maintaining the Service Desk reporting infrastructure
o	Assist with development of new Service Desk Key Performance Indicators
o	Assist with development of new reporting capabilities
o	Review and work ad hoc reporting requests
•	General Analyst 
o	Perform complex analyses (incident, schedule, quality, etc…)
o	Prepare and present analysis findings
o	Review processes and provide suggestions / improvements
o	Additional duties as assigned