Service Desk Functional Analyst
US-VA-McLean
External
Req #: 6970
Type: Temp-to-Hire
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Overview: We are looking for a Service Desk Functional Analyst to help with the configuration, optimization, and continuous improvement of our service desk. This role is key to ensuring that our technology infrastructure and business processes are aligned and operating at peak efficiency. The ideal candidate will meet with customer to design and optimize service desk workflows, configure Service Requests in our service catalog, and identify opportunities for automation that improve efficiency and user experience. Responsibilities: * Business Process Improvement- Collaborate with key stakeholders across departments to understand business requirements and translate them into service desk workflows and process enhancements. * Service Desk Administration & Configuration- Configure and maintain service catalog requests and workflows. * Design and implement automated IT processes, notifications, approvals, etc. to streamline service delivery * Analyze service desk metrics (ticket volume, resolution time, SLA compliance) to identify areas for workflow enhancement * Gather feedback from service desk agents and end-users to continuously refine workflows and identify new automation opportunities * Integration & Automation- Identify opportunities to bring business processes into the service desk platform, creating standardized workflows that improve productivity, tracking, and reporting. Integrate the service desk with other departments to automate repetitive tasks and enable seamless cross-departmental workflows. * User Support & Training- Create and maintain knowledge base articles, user guides, and standard operating procedures for service desk processes. * Provide end-user support, troubleshooting, and training for service catalog requests, ensuring staff can efficiently submit requests and understand available services. Qualifications: Required Qualifications: * Experience working in or supporting a service desk environment with understanding of service desk operations and workflows * Experience designing service desk workflows, optimizing processes, and implementing automation * Excellent problem-solving skills and attention to detail * Ability to communicate complex technical concepts to non-technical stakeholders and translate business requirements into automated workflows * Hands-on experience configuring service desk platforms and service catalogs (Fresh Service strongly preferred; ServiceNow, Remedy, or similar platforms also applicable) * Bachelor's Degree or 4 years of relevant experience * Must be local to DC Metro area, requires 3-4 days/week in Tysons Office Preferred Skills: * Strong project management skills with experience leading cross-functional process improvement initiatives * Experience with APIs and integrating service desk platforms with HR, IT, and business systems * Background in service desk operations, workflow automation, or IT service management * Familiarity with HR and IT processes (onboarding, offboarding, access provisioning) * Experience as a System Administrator, IT Specialist, Business Process Improvement Specialist or other related IT position.
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