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IT Business Analyst

2 months ago

Kansas City, Missouri, United States Wits Solutions Inc Full time
Job Overview

Wits Solutions Inc. (WITS) is a certified 8(a) company dedicated to delivering top-tier IT and administrative consulting services to a diverse range of clients, including Federal, State, Local, and commercial sectors. Our philosophy centers on collaboration with our clients, ensuring that our analysts and solution architects engage closely with them from the outset to achieve lasting project success.

Position Summary:

  • This role serves as a primary support contact for the agencies or organizations assigned to the individual.
  • The primary objective is to act as the main point of contact for all service requests or incidents related to an agency.
  • Responsibilities encompass basic service desk functions alongside quality assurance and monitoring of completion timelines.
  • The Liaison is expected to be knowledgeable about all ongoing projects within an agency and assist in coordinating and organizing requests to provide timely status updates. In critical situations, the Liaison will facilitate the gathering of necessary technical resources and coordinate efforts to resolve issues to the agency's satisfaction. ITIL Foundations V3 certification is required within 90 days of employment.

Key Responsibilities:

  • Deliver exceptional customer service to assigned clients while establishing and nurturing relationships.
  • Coordinate meeting schedules for the Liaison and clients as authorized by the Program Manager.
  • Prepare and submit daily, weekly, and monthly reports as instructed by the Program Manager.
  • Oversee the lifecycle of incidents and service requests.
  • Maintain communication with customers, providing updates and addressing inquiries, comments, and concerns.
  • Document and escalate customer interactions regarding issues and information.
  • Ensure customer satisfaction through effective resolution of reported issues.
  • Apply ITIL best practices within the organization and develop a comprehensive understanding of key IT services supported.
  • Collaborate with clients to assess business processes and recommend enhancements.
  • Provide client liaison and technical support for applications.
  • Identify and document system configuration and usage challenges from the user community.
  • Assist departmental staff and management in identifying, evaluating, selecting, and maintaining system solutions.
  • Conduct systems analysis and problem-solving support to optimize the use of administrative information systems in alignment with client objectives.
  • Develop project plans for significant technical initiatives.
  • Prepare project status updates, keeping management and clients informed of progress and related matters.
  • Implement quality assurance practices, including test plans, change management, and problem management.
  • Engage with users and staff to assess the impact of proposed hardware or software changes.
  • Participate in support planning, evaluating required efforts and operational changes.
  • Perform additional duties as assigned.

Preferred Qualifications:

  • Bachelor's degree in computer science or business administration.
  • Six years of experience in technology customer service.
  • Proven project management skills.
  • ITIL Foundations V3 certification.

Required Skills:

  • Knowledge and practical experience with Service Desk Functions and Incident Management Processes based on ITIL Version 3 guidelines.
  • Ability to work collaboratively in a team-oriented environment.
  • Adherence to processes and procedures, with the capability to report deficiencies to the Program Manager.
  • Accurate recording of all relevant incident and service request details.
  • Appropriate categorization and prioritization of incidents and service requests.
  • Match user input with corresponding resolutions in the Incident Database.
  • Initiate initial investigations and diagnoses of issues.
  • Resolve incidents and service requests based on personal technical expertise.
  • Escalate unresolved incidents and service requests within agreed timelines.
  • Keep users informed about the progress of incidents, including any impending changes or outages.
  • Close all resolved incidents, requests, and calls.
  • Conduct follow-up satisfaction surveys with customers/users.
  • Effectively manage multiple tasks in a fast-paced, high-volume ticket environment.

Communication Skills:

  • Ability to compose, read, interpret, and edit complex documents and correspondence, effectively conveying information to stakeholders.
  • Communicate professionally and positively with all stakeholders, both verbally and in writing.