Business Analyst

Job Description

Job Description

Job Overview:

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.

Benefits:

Our Benefits Include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Health Savings Account (HSA)
• Disability Insurance (Short-Term and Long-Term)
• Life and AD&D Insurance
• Paid Sick Leave (where required by applicable state or local law)
• Supplemental Insurance Plans
• Identity Theft Protection
• Pet Insurance
• Employee Wellness Programs
• Employee Assistance Program (EAP)
• Career Growth and Professional Development Opportunities

Disclaimer : Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws.

About Cynet Systems

Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia.

As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.