Service Desk Support Analyst

Key Responsibilities

• Perform comprehensive system verifications to ensure the functional integrity of core school partner processing platforms and data engines.
• Research, diagnose, and resolve complex system anomalies and operational challenges across multiple platform components.
• Lead incident triage, root cause analysis, and resolution activities for escalated service desk issues.
• Act as the primary escalation point for complex client concerns, maintaining professionalism and ensuring timely resolutions.
• Generate, analyze, and deliver recurring system reports and detailed ad hoc analyses using tools such as SQL, Splunk, CloudWatch, and Advanced Excel.
• Execute data validation and financial reconciliation activities across internal and external system interfaces to maintain data integrity.
• Support pre‑production and production verification scripts, deployment validation efforts, change impact assessments, and readiness reviews for new releases.
• Contribute to business process design, workflow optimization, and the development of synthetic monitoring capabilities, alerts, and dashboards.
• Collaborate with technical and cross‑functional teams to ensure seamless service transitions and smooth system deployments.
• Mentor junior team members and independently manage small projects or workstreams.

Required Qualifications

• Must be a U.S. Citizen with ability to obtain a Public Trust clearance
• Experience in service desk support, system operations, or application support environments.
• Strong analytical and troubleshooting skills, with the ability to diagnose and resolve complex technical issues.
• Proficiency with SQL, Splunk, CloudWatch, and advanced Excel functions used in system analysis and reporting.
• Hands‑on experience executing system verifications, data validations, and reconciliation processes.
• Familiarity with ITIL or other service management frameworks.
• Ability to lead incident triage and root cause analysis activities.
• Strong communication skills for handling client escalations and cross‑team coordination.
• Ability to manage small projects or autonomous work efforts while mentoring junior staff.

Preferred Experience

• Experience supporting eligibility processing, financial reconciliation systems, or other data‑driven platforms.
• Background in service transition procedures, deployment readiness, and change impact analysis.
• Experience developing synthetic monitoring capabilities, including dashboards and custom alerts.
• Exposure to designing or optimizing business processes and operational workflows.
• Previous experience in environments involving multi‑system data interfaces or regulated operational processes.
• Familiarity with scripting or automation supporting verification and monitoring activities.