Service Desk Analyst

SHI International•Somerset, NJ

16d•$45,000 - $75,000•Hybrid

About The Position

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $16 billion global provider of IT solutions and services. Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 7,000 of them. If you join our team, you’ll enjoy: Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S. Continuous professional growth and leadership opportunities. Health, wellness, and financial benefits to offer peace of mind to you and your family. World-class facilities and the technology you need to thrive – in our offices or yours. The Service Desk Analyst will oversee and manage functional data and business analytics projects to support integration services, ensuring SLAs are met. This role involves developing dashboards for monitoring KPIs, analyzing data to identify trends, and presenting findings to stakeholders. The manager will improve reporting structures, collaborate with data teams for process automation, and work with stakeholders to enhance data-oriented processes, ensuring data integrity and flow. Additionally, the manager will identify and mitigate process degradation points to improve overall efficiency. This position is required to report to the Somerset, NJ office location on a hybrid basis.

Requirements

Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.
Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
Self-Motivation: Can identify personal or professional growth opportunities, propose self-improvement strategies, and take action without explicit instructions.
Initiative: Can identify opportunities for improvement, propose solutions, and take action without explicit instructions.
Adaptability: Can adjust to changes in the work environment, manage multiple tasks, and effectively handle uncertainty.
Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
Teamwork: Can work effectively in a team, contributing ideas and effort, and respecting the contributions of others.
Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.
Presenting: Can prepare and deliver presentations, addressing key points and responding to questions with clarity.
Ability to simplify and effectively communicate complex problems to stakeholders across various functions and levels.
Proficiency in creating structured frameworks for organizing and interpreting data.
Experience in utilizing Microsoft Excel for data analysis, including the use of formulas, functions, pivot tables, and data visualization tools.
The ability to tackle problems by using a logical, systematic, sequential approach.
Completed Bachelor's Degree in a related field, or relevant work experience required
1-3 years of experience in a similar role
1-3 years of experience with Power Query, VBA, or similar automation language
Ability to work flexible hours

Nice To Haves

Familiarity with the specific processes, policies, and procedures of SHI's Integration Center to effectively navigate and utilize internal operations preferred

Responsibilities

Oversee and manage functional data and business analytics projects to support integration services and ensure service level agreements (SLAs) are met.
Develop and maintain dashboards for monitoring key performance indicators (KPIs) related to efficiency, delivery, and process performance.
Analyze and compare monthly and historical data summaries to identify trends and present findings to stakeholders.
Ensure data clarity and understanding by effectively articulating insights to internal teams across various departments.
Provide innovative analytical insights to enhance the understanding and application of KPIs.
Develop and improve reporting structures to enhance data visibility and decision-making across the organization.
Review and refine information transfer models to identify and rectify inconsistencies and inaccuracies in communication processes.
Collaborate with data teams to create methodologies for automating the capture of baseline cycle times for ongoing monitoring.
Work with stakeholders to clarify and enhance data-oriented processes, ensuring data integrity and flow.
Identify potential points of process degradation and implement strategies to mitigate them, improving overall process efficiency.