Service Desk Functional Analyst

7 days ago

Pocatello, Idaho, United States Koniag Government Services Full time

Job Summary

Koniag Government Services is seeking a highly skilled Service Desk Functional Analyst to support our financial and facility systems. The ideal candidate will have a strong background in service desk operations and financial systems, with excellent problem-solving and analytical skills.

Key Responsibilities

  • Provide Tier 1 and 2 level knowledge about financial based Travel and Policy systems and functions, acting as a primary ticket solver within the team.
  • Assist other Service Desk staff by solving technical and functional problems and investigate elevated issues by confirming the validity of the problem and seeking solutions to more complex problems or questions.
  • Work with system and business owners to escalate/discuss issues and understand new processes or functionality.
  • Answer phone calls, emails, or other communications from users of financial and facility applications.
  • Assist with developing training and reporting documentation as needed.
  • Create and publish knowledge management articles.
  • Record a ticket in the call center database for every communication received.
  • Support the organization with additional analysis and business process reengineering functions.
  • Train and mentor staff and stakeholders as needed.

Requirements

  • Top-Secret Clearance required.
  • Bachelor's Degree (4 years of related job experience can be substituted for the degree requirement).
  • 3+ years of related experience required.

Preferred Skills

  • Proven experience in a service desk or customer support role, preferably within financial or facility systems.
  • Strong knowledge of financial and facility applications and their functions.
  • Excellent problem-solving and analytical skills.
  • Strong communication and interpersonal skills.
  • Ability to work collaboratively with team members and other departments.
  • Experience with knowledge management and documentation.
  • Proficiency in using service desk software and call center databases.
  • Atlassian Jira and/or Confluence proficiency.

Working Environment

This job operates in a professional office environment and has a noise level of mostly low to moderate. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

This position is primarily indoors, consistent with a standard office position and has a noise level of mostly low to moderate. The incumbent is required to stand, walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. The workload may require the incumbent to sit for extended periods of time. The incumbent must be able to read, do simple math calculations and withstand moderate amounts of stress.

The incumbent must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Equal Employment Opportunity Policy

Koniag Government Services is an equal opportunity employer. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms, and conditions of employment.

We are dedicated to seeking all qualified applicants. If you require accommodation to navigate or to apply for a position on our website, please contact Heaven Wood via e-mail at accommodations@koniag-gs.com or by calling 703-488-9377 to request accommodation.

Koniag Government Services (KGS) is an Alaska Native Owned corporation supporting the values and traditions of our native communities through an agile employee and corporate culture that delivers Enterprise Solutions, Professional Services and Operational Management to Federal Government Agencies. As a wholly owned subsidiary of Koniag, we apply our proven commercial solutions to a deep knowledge of Defense and Civilian missions to provide forward leaning technical, professional, and operational solutions. KGS enables successful mission outcomes for our customers through solution-oriented business partnerships and a commitment to exceptional service delivery. We ensure long-term success with a continuous improvement approach while balancing the collective interests of our customers, employees, and native communities. For more information, please visit www.koniag-gs.com.

Equal Opportunity Employer/Veterans/Disabled. Shareholder Preference in accordance with Public Law 88-352

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