IT Services Analyst

Austin Stone•Austin, TX

About The Position

As part of the Technology team at The Austin Stone Community Church, the IT Services Analyst (ITSVA) is responsible for ensuring that church staff and lay leaders are able to effectively use the information technology services provided by the church. This includes assisting users by resolving issues, answering questions, and coaching users. The ITSVA is also responsible for training and educating end-users, ministry analysis, systems administration, and other IT service management tasks. The ITSVA reports to the IT Services Manager.

Requirements

High School Diploma or equivalent, Bachelor’s degree in computer science, information technology or equivalent, preferred
3 years of experience working in an end-user desktop support role, computer operations role, or equivalent experience
Knowledge of ITSM/ITIL practices preferred
Technical Skills - Skilled in the operation of general software applications and operating systems including MacOS, Google suite, and MS Office. Basic knowledge of cloud and web-based application architectures. Strong troubleshooting and technical problem-solving skills. Strong ability to quickly learn new applications, systems, and techniques.
Administration - Demonstrated ability to plan, organize, and support organizational programming and needs. Integrate multiple perspectives and synthesize them into a cohesive plan. Strong ability to support multiple projects simultaneously, with dependability and excellence.
Results Driven - Ability to create momentum based on an ultimate goal of getting things done. Able to set achievable goals, strives to achieve goals, and meets expectations, measuring performance against results. Driven to meet commitments and ensure plans are executed. Takes ownership to deliver measurable results, Engages in accountability, decision making, and asking the right questions.
Communication - Demonstrated capacity to inspire, instruct, and encourage through effective communication in various settings. Adept at queries, report writing and presenting findings. Able to communicate and work within a complex organizational structure with multiple layers of input. Ability to understand data layers and make recommendations based on data.
Analytical & Problem Solving Skills - Ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy while remaining user focused. Uses a systematic approach to problem solving. Able to anticipate what information would be helpful and take initiative to report on it. Ability to analyze existing tools and databases and provide software solution recommendations. Able to think logically and systematically through a problem. Solves problems with creativity and minimal input. Able to successfully develop new and better ways to work and promote a continuous improvement mentality.
Collaborative Leadership - Collaborate across the organization and with various ministry partners. Customer service oriented. Ability to work with stakeholders to assess potential risks. Ability to lead in concert with other leaders. Ability to integrate multiple perspectives and synthesize them into a cohesive plan. Ability to receive and give feedback in a gracious manner.

Responsibilities

Own, manage, and support assigned applications and software systems, including Rock RMS, in line with Technology Team standards and practices.
Own IT service incidents and requests and manage them to resolution using the IT service management tool, following defined SLAs and escalation paths.
Serve as a front-line subject matter expert for Rock RMS and other assigned ministry systems, providing configuration-level support and user coaching.
Identify and diagnose issues and problems with supported IT services (hardware, software, and applications) and work within the Technology Team to resolve IT service problems.
Support staff and lay leaders in maintaining data integrity within assigned systems by providing clear standards, practical tools, and regular reports that surface data quality issues and drive shared accountability for remediation.
Partner with ministry leaders to understand ministry processes and translate them into sustainable system configuration and workflows.
Collaborate with the Software Developer on larger system enhancements and integrations by clarifying requirements, assisting with testing, and supporting rollout and user adoption.
Support end users with incident resolution, training, and communication.
Participate in the on-call rotation to support IT services.
Identify knowledge gaps for end-users, and develop and execute training plans.
Attend all required events and activities for The Austin Stone and Ministry Operations Department, including staff meetings, prayer meetings, special events, retreats, and staff development days.