Senior Analyst, Service Desk Operations
Core
Senior Analyst supporting the Service Desk unit in the Mayor's Office of Contract Services (MOCS), managing vendor onboarding, troubleshooting system issues, and driving process improvements for city procurement operations.
Role type
Senior IC Service Desk Operations Analyst
Builds
Vendor onboarding workflows, stakeholder communication resources, and operational process improvements for city agencies and vendors
Domain
Public sector procurement and government operations
Deliverable
product features | dashboards & analysis | client delivery
Required skills
Troubleshooting, data analysis, stakeholder communication, process improvement, content creation, system testing, project coordination, professional development, issue escalation, template development
Preferred skills
Strong writing, independent work, relationship building, verbal/written communication, data summarization, stakeholder education, change management engagement
Technologies
JIRA, PASSPort, HHS Accelerator, internal ticketing systems, video tutorial platforms, interactive course platforms
Responsibilities
Review and verify account requests and enrollment filings; Troubleshoot system issues using research and problem-solving; Coordinate responses across operational and technical teams; Document user interactions and categorical data in customer service platforms; Propose updates to user resources and system guides; Identify and implement process and protocol improvements; Draft stakeholder communications and website content; Deliver training content via tutorials and interactive courses; Develop templates, guides, and presentations; Contribute to system modification design and testing; Assist with complex or novel issues; Co-host team meetings and track action items; Participate in special projects as assigned
Seniority
Senior, hands-on IC with mentorship responsibilities
