Hybrid Details: Onsite 4 days/month

Duration: 8 months to start

Job Description

• The client is seeking to hire three (3) Solution Desk Analyst positions that will work independently with the Solution Desk Team.
• The Solution Desk Analysts play a crucial role providing support to users of Enterprise Systems, vendors, employees, and the public in a productive, courteous, timely, and professional manner.
• The support model will support users in the transition from the current financial systems (MMARS and VendorWeb) to Mosaic (the new financial application) and the new vendor self-service application; as well as the transition from the current payroll system (HR/CMS) to its successor application. The Solution Desk Analysts’ key responsibilities include responding to and resolving user inquiries in a timely manner, maintaining a strong knowledge base of client's systems and protocols, and providing clear guidance and support to users throughout all interactions.
• The Solution Desk Analysts will receive comprehensive training from experienced colleagues and are expected to develop a thorough understanding of various functions, policies, procedures, and applications used by the client. This position requires the ability to efficiently process tickets while delivering excellent customer service.
• The successful candidates will have excellent verbal and written communication skills, a professional and positive demeanor with a customer service approach to problem solving, and strong attention to detail and accuracy in all tasks. A self-motivated attitude with the ability to multi-task in a fast-paced environment is important.

• Login and access management
• Password resets
• User security and access to data
• How to find job aids
• Guidance on specific questions covered by job aids.
• High-level navigation of the applications and crosswalking from the legacy applications

• Specific functionality that may not be covered by job aids
• Technical issues impacting the user’s access to the system.
• System issues affecting a number of users

• Under the guidance of the Solution Desk Manager, review current user support and help desk functions for the clients legacy financials system including Solution Desk protocols, organizational structures, staffing, and service level agreements as to response times.
• Under the guidance of the Project Management Office, acquire an understanding of the new Mosaic, vendor self-service, and payroll applications
• Receive customer inquiries via ServiceNow ticketing system, live call, voicemail, and email
• Process tickets in accordance with Customer Service guidelines
• Manage tickets through the ServiceNow CSM application
• Evaluate the type, complexity, and magnitude of inquiry and resolve or escalate as appropriate
• Work with colleagues to provide accurate and timely solutions
• Coordinate and communicate, internally and externally, with partner agencies and agency clients in a courteous and respectful manner
• Document each inquiry through its lifecycle and accurately record all communication in tracking software
• Gather feedback from requestors to enhance operations
• Ideate solutions to structural and/or recurring issues coming into the Solution Desk
• Maintain awareness of, and compliance with, all operating policies and procedures
• Participate in training sessions for the new applications, and learn them in accordance with mandated trainings
• Remain current with policies and procedures, read memos and updates
• Immediately raise questionable actions, requests, or potential errors or issues to the attention of your supervisor, manager, or director

• At least 3 years working in an IT service and support function in an environment similar in size and complexity to our organization.
• Knowledge of IT and business service desk tools and best practices.
• Good business acumen and understanding of organizational issues and challenges.
• Well-developed communication skills (both oral and written).
• Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness.
• Active listener with the ability to influence others toward a common vision or goal.
• Strong team player and skilled collaborator capable of working effectively with and through others.
• Demonstrated experience in using computer-based tools including Word, Excel, Power Point, Visio and Outlook.

• Help desk experience supporting external clients/users with a wide range of business and technical abilities
• Experience making or returning support service phone calls
• Experience using ServiceNow or other ticket tracking software
• Experience with the Massachusetts Management Accounting and Reporting System (MMARS), Labor Cost Management (LCM), or Human Resources/Compensation Management System (HR/CMS)
• Experience with support of a launch of a new application
• Ability to analyze data to draw conclusions, troubleshoot scenarios, and make appropriate recommendations
• Ability to work in a team setting and communicate effectively and professionally with both internal and external customers at all levels
• Excellent written and verbal communication skills, particularly the ability to articulate issues and risks in non-technical terms
• Interest in, and ability to, understand new systems quickly
• Ability to work independently and in a team setting