Business Analyst- User Onboarding and Help Desk Support

Job Description

• Collaborating with data platform users and engineers to resolve tickets submitted via the Help Desk • Providing expertise in business process and system analysis, design, improvement, and implementation efforts, and translating business process needs into technical requirements • Leading change management initiatives and user onboarding sessions • Contributing to organizational and strategic planning across various technical and functional environments • Determining resources needed for quality control • Ensuring quality is maintained throughout the project life cycle • Conducting formal and informal reviews at predetermined points throughout the development life cycle • Evaluating, recommending, and implementing automated test tools and strategies to enhance user experience and address queries • Designing, implementing, and conducting tests and evaluation procedures to ensure system requirements are met • Assessing current documentation and guides to identify necessary changes and coordinating task assignments among team members • Creating and updating documentation and guides to support onboarding and Help Desk processes • Communicating the current status of in-progress onboarding and Help Desk initiatives to leadership and engineering team members • Proposing improvements to the current service desk portal and assisting with the design and development of a new service desk portal • Providing metrics and other key reporting related to Help Desk and onboarding efforts to team members and leadership regularly

Qualifications

• Bachelor degree in Business or a related discipline OR Associate degree +2 years relevant experience, OR 4 years relevant experience • Ability to undergo a background investigation by the U.S. Government and meet eligibility requirements for suitability. • 3+ years of work experience in relevant positions of increasing scope and responsibility • Demonstrated history of interfacing with cross-functional teams and management, as well as external clients and other stakeholders. • Demonstrated history of navigating issues and risks through solution identification and problem solving. • Excellent oral and written communications skills. • Experience with human-centered design principles and adoption of Agile mindset. • Strong experience and comfortability with Microsoft Office suite, Sharepoint, Atlassian Product Suite, and virtual collaboration tools such as Miro.

Benefits

• Participate in client events and forums to positively represent the organization and develop and maintain relationships with the industry. • Play an active role in new client acquisition by supporting business development initiatives to enhance and grow Bixal's business in each of the areas that it works.