Business Systems Analyst

Job Description

Job Description

Wits Solutions Inc. (WITS) is a SBA certified 8(a) company with headquarters in the metropolitan Washington D.C. area. WITS has been providing best-in-class solutions in professional IT and administrative consulting to various Federal, State, Local and commercial customers.

At WITS, we believe in working not for our clients but with them. This is why right from the beginning; our analysts and solution-builders work closely with our clients to ensure that the project outcomes continue to deliver value long into the future.

Job Description : Position Summary :

Position Summary :

• This position functions as increased customer support for the agencies or entities the person is assigned.
• The goal of the position is to be a main point of contact for any, and all service requests or incidents for an agency.
• This will include the basic service desk responsibilities, as well as providing quality assurance and time to completion monitoring.
• The Liaison should be aware of all projects an agency is working on and assist in coordinating requests and organizing requests, so a status review can be provided at almost any given time.

In the event of more pressing or critical issues, the Liaison should assist gathering the needed technical resources and coordinate a work effort to correct the present issue to the agency's satisfaction Requires ITIL Foundations V3 certification within 90 days of hire.

Essential Duties and Responsibilities :

• Provide customer care to assigned clients. Establish liaison and develop relationships with assigned clients.
• Manage Liaison and client meeting schedules as approved by the Program Manager.
• Prepare written daily / weekly / monthly reports as directed by Program Manager.
• Manage incidents and service requests lifecycles.
• Handle communication with the customers providing them with status update and addressing their questions, comments, and complaints.
• Report, document and escalate customer contacts; regarding issues, problems, and information given.
• Ensure customer satisfaction through the resolution of all issues and problems reported.
• Application of the ITIL best practices to the organization and the ability to learn the organization's key IT services for which support is being provided.
• Work with the client community to review business processes and make recommendations for improvements.
• Provide client-liaison and general technical support for applications.
• Capture system configuration and usage issues from the user community.
• Support departmental staff and administration with the identification, evaluation, selection, support, and maintenance of systems solutions.
• Provide systems analysis, problem solving support, and necessary programming support to provide efficient and effective use of administrative information systems in support of client's goals and objectives.
• Develop project plans for major technical activities.
• Prepare project status reports and keeping management, client, and others informed of project status and related issues.
• Implement quality assurance methodologies covering test plans, change management, and problem management.
• Meet with users and staff to determine the impact of proposed changes in hardware or software for users.
• Participate in the planning of support including the evaluation of the effort involved, the steps required, and the provision of information related to operational changes.
• Other duties as assigned.

Desired Qualifications :

• Bachelor's in computer science field or business administration.
• Six years' experience in technology customer service.
• Demonstrated successful project management skills.
• ITIL Foundations V3 certification.

Skills :

• Knowledge and working experience of the Service Desk Function and Incident Management Process based on the best practice guidance of Information Technology Infrastructure Library (ITIL) Version 3 framework.
• Ability and willingness to work in a team environment.
• Ability to follow process and procedures and report any deficiencies to the Program Manager.
• Record all relevant incident / service request details.
• Allocate appropriate categorization and prioritization codes to the incidents and service requests.
• Match users input to matching resolutions found in Incident Database.
• Initiate first level investigation and diagnosis of the issue at hand.
• Resolve incidents and / or service requests based on their personal technical knowledge and expertise.
• Escalate incidents / service requests that could not be resolved within agreed timescales.
• Keep users informed of progress of incident progress, notifying them of impending changes or agreed outages, etc.
• Close all resolved incidents, requests, and other calls.
• Conduct customer / user satisfaction call-backs / surveys.
• Multi-task in a high speed, high volume ticket environment.

Language and Communication :

• Ability to compose, read, interpret, and edit complex documents and correspondence and relate information to stakeholders.
• Communicate positively, professionally, and effectively to all stakeholders, both verbally and in writing.
30+ days ago