IT Data Analyst

1 week ago

Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Title: IT Help Desk Data Analyst V

This role is responsible for performing complex statistical analysis to support organizational needs. The successful candidate will be responsible for interpreting various data used by the Texas Department of Aging & Disability Services for planning, evaluation, and performance assessment of the IT Customer Service Desk.

The ideal candidate will have excellent communication skills and be able to work with inter- and intra-agency staff to acquire data and respond to data requests. This person will work under limited supervision with considerable latitude for the use of initiative and independent judgment.

Key Responsibilities:

  • Perform advanced and/or supervisory computer systems analysis work.
  • Plan, budget, and analyze user requirements, procedures, and problems to automate processing or to improve existing systems.
  • Oversee studies and the preparation of reports that include study findings, recommendations, and instruction for proposed system implementations.
  • Formulate logical descriptions of problems and devise optimum solutions.
  • Participate in the creation of an evaluation form that captures the identified necessary behaviors and skills and agreed scoring methodology.
  • Participate in the creation of a definitions document that defines the behaviors measured on the evaluation form.
  • Participate in the creation of a business project implementation plan to support customer service quality improvement initiatives.
  • Develop and implement strategic planning actions and policy decisions and make recommendations concerning the direction of the agency's efforts.
  • Develop, analyze, and revise system design procedures, program code, test procedures, and quality standards.

Requirements:

  • Ability to collect, process, and analyze large amounts of data to help the organization make informed decisions.
  • Ability to present findings clearly and compellingly using tools like charts, graphs, and infographics.
  • Ability to adjust hours when required to support help desk operations between the hours of 7:00 a.m. to 8:00 p.m.

Knowledge, Skills, and Abilities:

  • Knowledge of the limitations and capabilities of computer systems, of the techniques used in the design of non-automated systems, of information technology equipment, of applicable programming languages, of computer hardware and software, of computer operating systems, of writing program code, and of automated mapping.
  • Ability to analyze systems and procedures; to write and revise standards and procedures; to handle multiple projects; to communicate effectively; and to plan, assign, and/or supervise the work of others.
  • Experience extracting data using CISCO telephony tools, various help desk ticketing systems, such as ITSM (BMC Helix (formally Remedy OnDemand)), and other related reporting and analytic tools.

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