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 access issues, and driving process improvements for procurement stakeholders.
Role type
Senior IC service operations analyst
Builds
Vendor onboarding workflows, stakeholder support channels, and operational process improvements
Domain
Public sector procurement and government operations
Deliverable
dashboards & analysis
Required skills
Data analysis, process improvement, stakeholder communication, system troubleshooting, content creation, project coordination, data documentation, change management, research synthesis
Preferred skills
Strong writing, independent work, relationship building, verbal/written communication, data distillation, stakeholder education, complex issue resolution
Technologies
JIRA, PASSPort, HHS Accelerator, ticketing systems, video conferencing tools
Responsibilities
Review and verify account requests and enrollment filings; Troubleshoot system access issues and escalate when necessary; Coordinate responses across operational and technical teams; Draft stakeholder communications and develop training content; Analyze operational data to identify process improvements; Assist in testing system modifications; Participate in special projects as assigned
Seniority
Senior, hands-on IC with mentorship responsibilities
