Business Analysts

The Cabinet for Health and Family Services (CHFS), Division of Strategic Services (DSS), is actively seeking a technical Business Analyst. This position will be part of the CHFS Service Request Desk who supports the Cabinet for Health and Family Services with various items such as technical inquiries, onboarding and offboarding end-users, and liaising with the Commonwealth Office of Technology (COT). The primary responsibility for this position will be inventory asset management for cell phone requests for all of CHFS, but the position will also be responsible for standard CHFS Service Request Desk job duties as well. This is a telecommuting position but will regularly require time in office to handle cell phone returns.

• Hybrid position – once a week in office (Frankfort) minimum to start
• 70/30 split between job duties (cell phone management 70% and 30% service request desk)

Responsibilities will include:

Wireless Device & Asset Management

• Manage cell phone asset requests across CHFS, including issuing new and replacement cell phones and coordinating device returns.
• Inspect, track, and prepare cell phones for return shipment to the appropriate carrier. These activities require in-office work.
• Maintain accurate tracking and documentation of cell phone assets throughout the issuance, replacement, and return processes.
• Coordinate cell phone requests and related activities with CHFS users, carriers, and appropriate stakeholders.
• Support the development and maintenance of applicable training materials, policies, and procedures related to cell phone asset management.

CHFS Service Request Desk Support

• Provide customer service and basic technical troubleshooting to the CHFS user base.
• Manage technical inquiries received through email, ServiceNow requests, and telephone.
• Assist with onboarding and offboarding CHFS 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 CHFS and the Commonwealth Office of Technology (COT) to obtain IT services for the CHFS user base.
• Utilize ServiceNow to track requested IT services and notify users of request status.
• Analyze requests submitted by CHFS users and submit appropriate requests to COT 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.

Preferred Knowledge in the below:

• 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

Because wireless device asset management represents the majority of this position''s responsibilities, asset management experience is a key consideration when evaluating candidates.

Basic Qualifications:

• 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 written and verbal 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