Public Health Analyst (Management Analyst)

CACI•Atlanta, GA

1d•Onsite

About The Position

CACI seeks a detail-oriented and analytical Public Health Analyst (Management Analyst) to support CDC’s National Healthcare Safety Network (NHSN) Help Desk. This position will provide specialized support for NHSN Groups and Super Groups and coordinate Knowledge Base and internal documentation management activities. The Analyst will serve as a subject matter resource, resolve assigned Help Desk inquiries, and support the maintenance of accurate, consistent, and current operational guidance. The position will work closely with Help Desk Managers, functional leads, subject matter experts (SMEs), and project staff and will operate under established Help Desk management and approval processes.

Requirements

Bachelor’s degree required
Relevant experience supporting public health, healthcare, information systems, Help Desk operations, program support, business analysis, or similar functions.
Experience with NHSN Groups, Super Groups, or related user, facility, and access administration.
Experience with ServiceNow, including incident and/or Knowledge Management functionality.
Experience with SharePoint, Knowledge Base administration, document governance, workflow analysis, or process improvement.
Experience researching and resolving user or operational issues and translating complex information into clear guidance.
Experience developing or maintaining SOPs, knowledge articles, job aids, work instructions, or other operational documentation.
Strong written, verbal, analytical, and organizational skills.
Ability to manage multiple assignments and work effectively with managers, SMEs, technical teams, peers, and end users.
Able to obtain and maintain Public Trust Level 5 clearance.

Nice To Haves

Master’s degree preferred

Responsibilities

Serve as a primary Help Desk resource for NHSN Groups and Super Groups and respond to related routine, complex, and escalated tickets.
Maintain strong proficiency in Group and Super Group functionality, including related user, facility, access, and administrative processes.
Research and resolve issues using approved procedures, business rules, and guidance; escalate exceptions, risks, or unresolved issues to Help Desk Management.
Provide subject matter guidance and peer support to Help Desk staff and assist with general Tier 1 user support as operational needs require.
Identify recurring issues, support trends, process gaps, and documentation needs and recommend improvements.
Develop and maintain Group and Super Group guidance, job aids, standard responses, and other support resources.
Coordinate the development, review, revision, publication, periodic review, and retirement of Help Desk Knowledge Base articles.
Review content for accuracy, clarity, consistency, usability, duplication, and alignment with current Help Desk processes.
Coordinate content validation with SMEs, process owners, and other stakeholders.
Prepare Knowledge Base content for Help Desk Manager review and approval before publication or substantive revision.
Maintain article ownership, status, review schedules, revision history, and other lifecycle records.
Identify Knowledge Base gaps using ticket trends, recurring questions, process changes, and staff feedback.
Implement approved content changes and provide status updates and recommendations to Help Desk Management.
Coordinate the organization and lifecycle management of Help Desk SOPs, work instructions, job aids, process guides, templates, and other operational documentation.
Maintain document controls, including ownership, versioning, review dates, approval status, revision history, and archival.
Coordinate document reviews and identify outdated, duplicative, inconsistent, or missing content.
Ensure approved process changes are reflected across applicable Help Desk documentation, Knowledge Base content, training materials, and support resources.
Support administration and organization of SharePoint or other approved document repositories.
Maintain documentation inventories and status information to support management oversight.
Analyze Help Desk inquiries and operational information to identify trends, recurring problems, documentation needs, and process improvement opportunities.
Support development and implementation of standardized Help Desk processes, procedures, and internal controls.
Assist Help Desk Managers with workflow evaluations, improvement initiatives, and implementation of approved process changes.
Maintain documentation of assigned activities, findings, recommendations, and work status.
Work collaboratively with Help Desk Managers, SMEs, technical teams, project staff, and government stakeholders.
Provide subject matter guidance, peer support, training materials, and communications within assigned specialty areas.
Coordinate assigned specialty, Knowledge Base, and documentation management activities under the direction and oversight of Help Desk Management.
Refer matters requiring operational authority or formal approval to the appropriate Help Desk Manager.