Senior Analyst, Service Desk Operations (Procurement Operations Specialist)

Requirements

• Troubleshoot PO issues by utilizing materials, research, creative thinking and problem-solving skills
• Validate user technical issues utilizing the testing and training environment to recreate the issue
• Provide workaround solutions, leveraging existing PASSPort functionalities and/or data fixes
• Create internal documentation & best practice guides for users
• Review & prioritize PO tickets for escalation to Deputy Directors for Service Desk and Procurement Operations
• PQL Management (creation and maintenance)
• Imports: Service Catalogs Imports and Contract Inflights into PASSPort
• Review, analyze and verify information associated with account requests and various enrollments and filings
• Will be responsible for business scenario validation for software issue triage
• Maintain and update teams on working status of tickets, along with identifying common issues
• Record user interaction and categorical data in designated customer services platforms, e.g. JIRA
• Propose updates to user resources for systems such as PASSPort
• Identify opportunities for and assist in implementing improvements to processes and protocols
• Draft content for mass or targeted stakeholder communications, as well as websites
• Contribute to the design and testing of system modifications
• Assist team members with complex or novel issues
• Co-host team meetings, tracking notes and action items
• Ongoing professional development to strengthen skills and increase knowledge in relevant areas of procurement, technology, government operations, public policy and people and change management
• Understand issues affecting relevant stakeholder groups, including but not limited to covered city agencies, Minority and Women-owned Business Enterprises (M/WBEs), nonprofits, etc.
• Participate in special projects, as assigned

Benefits

• Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship