IT Service Desk Analyst III

BankUnited, Inc.•Miami Lakes, FL

About The Position

The IT Service Desk Analyst III is responsible for responding to IT Service Desk incidents and requests received via phone or email and provides efficient service in support of PCs, software, printers and related peripheral devices and escalation of security issues. This role ensures end-user satisfaction by responding to calls, self-service tickets, emails, and chats to the Service Desk. It involves logging all end-user questions and problems and tracking them through to resolution within ITSM tools (ServiceNow). The analyst ensures timely escalation of end-user problems by documenting the impact and assigning appropriate severity and target resolution times. They analyze historical data to identify opportunities for process documentation and 'shift left' initiatives, partnering with L2 support groups to implement these. The role requires using communication skills for problem resolution, providing remote network and computer technical support, and evaluating/analyzing trends to implement corrective actions. Additionally, the analyst offers support to other technicians, serves as a subject matter expert, defines and creates processes, monitors service level breaches, and uses the documentation knowledgebase to improve service delivery. This position also serves as backup for daily operations in the manager's absence and attends collaboration meetings. A key responsibility includes supporting ServiceNow development by drafting User Stories, performing user acceptance testing, and providing feedback. The analyst analyzes recurring issues for self-service opportunities, proactively recommending updates to knowledge articles, chatbot workflows, and automation solutions. The role also requires adherence to applicable laws and regulations, bank policies, and completing required training, including identifying and reporting suspicious activity.

Requirements

Bachelor's Degree in Business Administration or related field or equivalent experience in Computer Information Systems with the appropriate emphasis in Business Administration, and Client support experience
Minimum five (5) + years technology experience preferred with three to five (3-5) years as Client Support Analyst
IT Service Desk experience
ServiceNow management tool experience a plus
Knowledge Management experience
Must have experience and good understanding of the following: Microsoft Active Directory, Microsoft SharePoint, Windows 7 / 10
Experience with banking industry applications ie Core banking platform(Fiserv)
Use of remote support applications
Technology Infrastructure Library (ITIL)
CompTIA A+ and/or Network+ certification a plus
preferrederred certifications in Microsoft operating systems or other applications as well as any other industry standard certifications
Strong dedication to quality end user service and a working knowledge of enterprise-wide service delivery procedures
Strong verbal and written interpersonal and communication skills
Superior telephone etiquette and an ability to deal effectively with end users, vendors, peers, and management
Ability to independently identify, research and resolve issues
An assertive individual who can relate to people at all levels of an organization
Capability to work with peers in a team effort
Working knowledge of advanced networking concepts and troubleshooting steps
A well-organized and self-directed individual who can work with minimal amount of supervision
Good project management skills and the ability to organize work efficiently in addition to the capacity to work well under stress and time pressures
Ability to work a rotating on-call shift
Ability to work extended hours, weekends, and holidays pursuant with industry demands
Familiarity with the fundamental principles of ITIL / SLA
Working knowledge of enterprise network systems, including remote access systems such as VPN
Proficient in Microsoft Office and industry related software programs
Understanding of virtual systems, including virtual servers and workstations

Nice To Haves

ServiceNow management tool experience a plus
CompTIA A+ and/or Network+ certification a plus
preferrederred certifications in Microsoft operating systems or other applications as well as any other industry standard certifications

Responsibilities

Ensures end user satisfaction by responding to calls, self-service tickets, emails, and chats to the Service Desk.
Logs all end users questions and problems and tracks the same through to resolution within our ITSM tools (ServiceNow).
Ensures timely escalation of end user problems by documenting the impact to the end user and by assigning an appropriate severity and target resolution time
Analyzes historical data to identify opportunities to document process flows and shift left.
Partners with L2 support groups to implement shift left initiatives (i.e. L2 to L1 support, L1 to L0/Self-Service)
Uses communication skills in problem resolution with users; walking users through a series of steps to determine problems
Provides network and computer technical support remotely
Evaluates, analyzes and documents trends and if necessary, implement corrective actions
Offer support to other technicians and contractors as they troubleshoot and resolve end user and client issues
Serves as a subject matter export for other team members on process and best practices.
Report on and identify opportunities for improvement related to first call resolution, misdirected tickets, and documentation opportunities.
Defines and creates processes and procedures
Monitors, logs and reports service level breaches
Use and grow our documentation knowledgebase to improve the consistency & effectiveness of service delivery across the team
Serves as backup for daily operations of the service desk in manager’s absence.
Attend collaboration meetings with internal team and other departments as required.
Supports ServiceNow development for incident management, service catalog, request management, and/or knowledge management by drafting User Stories, performing user acceptance testing, and providing feedback via electronic communication and/or meetings.
Analyzes recurring issues and user interactions for self-service opportunities, proactively recommending updates to knowledge articles, chatbot workflows, and automation solutions to improve efficiency, reduce repeat contacts, and enhance end-user experience.
Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
Adheres to Bank policies and procedures and completes required training.
Identifies and reports suspicious activity.