Business Analyst

Job Title

Pay Range: $35.00hr - $40.00hr

Requirement/Must Have

• Bachelor’s degree or equivalent combination of relevant work experience.
• Proficient problem-solving skills.
• Excellent phone etiquette skills, including the ability to remain professional during challenging situations, effective listening, and completing scheduled call backs.
• Strong verbal and written communication skills with the ability to present complex information to various audiences.
• Detail-oriented, able to multitask, and self-motivated.
• Ability to work independently and collaboratively with team members.

Responsibilities

• Manage cell phone asset requests across the organization, including issuing new and replacement cell phones and coordinating device returns.
• Inspect, track, and prepare cell phones for return shipment to the appropriate carrier.
• Maintain accurate tracking and documentation of cell phone assets throughout the issuance, replacement, and return processes.
• Coordinate cell phone requests and related activities with users, carriers, and appropriate stakeholders.
• Support the development and maintenance of applicable training materials, policies, and procedures related to cell phone asset management.
• Provide customer service and basic technical troubleshooting to the user base.
• Manage technical inquiries received through email, ServiceNow requests, and telephone.
• Assist with onboarding and offboarding end-users, which may include the use of systems such as Microsoft Identity Manager (MIM) and Enterprise Identity Management (EIM).
• Act as a liaison between the organization and the central technology office to obtain IT services for the user base.
• Utilize ServiceNow to track requested IT services and notify users of request status.
• Analyze requests submitted by users and submit appropriate requests in accordance with established policies and procedures.
• Verify billing information associated with submitted IT requests.
• Develop and maintain Service Request Desk training materials, policies, and procedures as applicable.
• Run reports on specific KPIs and metrics and present findings to management as needed.

Nice to Have

• At least 2+ years of experience with Asset Management.
• At least 2+ years of experience in Customer Support.
• At least 2+ years of experience in providing technical support in a service desk environment.
• Familiarity with ServiceNow or similar CRM software.
• Proficiency in Microsoft M365 Product Suites (Word, Excel, PowerPoint, Outlook, and Teams).
• Experience in Identity Management and Active Directory.

Skills

• Asset Management.
• Customer Support.
• Technical Support.
• ServiceNow.
• Microsoft M365.
• Identity Management.
• Active Directory.
• Problem-solving.
• Asset Tracking.

Qualification And Education

• Bachelor’s degree or equivalent work experience.