Service Desk Analyst

Bravium Consulting

1d•$40,000 - $42,000

About The Position

Bravium Consulting is a dynamic and rapidly growing firm specializing in technology and management consulting for both public and private sector clients. Our team of skilled, certified professionals is dedicated to delivering innovative, effective, and fast-executing solutions. As a three-time ServiceNow Partner of the Year—winning Creator Workflow Partner of the Year in 2022, ServiceNow Store Partner of the Year in 2024 AND 2025 ServiceNow Worldwide Innovation Partner of the Year! — we take pride in our expertise and commitment to excellence. At Bravium, we believe that our people are our greatest strength, which is why we invest in hiring top talent who align with our core values: Strive for Greatness Do the Right Thing Foster Teamwork Respect Each Other Grow Together We are looking for a Service Desk Analyst to support a federal client by delivering high-quality IT service desk support, accurate ticket management, and continuous process improvement. The expected salary range for this position is $40,000 to $42,000 per year based on factors such as experience, skills, qualifications, and internal equity. Final compensation will be determined during the hiring process About Bravium Consulting Bravium Consulting provides technology and management consulting services for the public and private sectors. Our team is comprised of skilled, certified consultants that help clients achieve success with effective, created, and rapidly-executed solutions. Bravium Consulting is rapidly growing and we are always looking for intelligent and motivated people to join our team. We are committed to excellence so training, supporting, and empowering our team is a top priority for us. We offer competitive salaries and a comprehensive benefits package which includes: 15 PTO days 11 paid holidays Medical Insurance Dental Insurance Vision Insurance Short Term and Long Term Disability coverage with 100% premium support 401k Program with Bravium matching 100% of up to 4% of salary Training Program Employee Assistance Program Maternity Leave Paternity Leave Annual performance bonuses Referral bonus Flexible work arrangements Access to robust training and professional development program Employee Assistance Program (EAP) for mental health and wellness support Bravium Consulting is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Requirements

US Citizen; Able to obtain public trust clearance
Experience working in a Service Desk or ITSM support role.
Familiarity with ServiceNow ITSM or a comparable ITSM platform.
Basic understanding of ITSM processes (e.g., Incident, Request, Change).
Ability to follow established procedures and work within approved change and approval processes.
Strong written communication skills and attention to detail.
Experience using Microsoft Excel and Microsoft 365 tools.
ITIL Foundation certification or coursework.

Nice To Haves

ServiceNow Certified System Administrator (CSA) – entry level or in progress.
Experience supporting Service Desk operations in a federal or regulated environment

Responsibilities

Ensure the quality and integrity of IT service delivery through detailed analysis, reporting, and continuous process improvement across Service Desk operations.
Monitor customer satisfaction survey results for compliance with the PRS, conduct deep dives into low-scoring feedback, identify root causes, and recommend corrective actions.
Apply After Action Report (AAR) policies to address performance infractions and service delivery issues.
Maintain Service Desk quality standards for Tier 0 and Tier 1 operations by developing ticket quality guidelines and training staff on documentation best practices.
Monitor Service Desk queues for critical incidents and ensure accurate ticket documentation aligned with Knowledge Base Articles (KBAs).
Support Tier 2 operations by performing quality reviews of incident management and problem analysis records, ensuring accurate linkage of related incidents.
Conduct proactive monitoring of Automated Call Distribution (ACD), incidents, and queue activity to identify service-impacting issues.
Integrate call and incident data into wallboards to provide real-time visibility into Service Desk call volumes and performance.
Ensure effective coordination procedures for efficient hand-offs, timely escalation, and adherence to communication and update timelines.
Perform ongoing knowledge base reviews to ensure articles remain current, applicable, and meet quality assurance standards.
Investigate, diagnose, and document recurring problems; maintain known error knowledge bases and provide trend analysis for process improvement.
Promote effective two-way communication to prevent future outages and ensure service requests are properly documented.
Collaborate cross-functionally with strong analytical skills and attention to detail to drive continuous service improvement initiatives