Service System Analyst

Job Description:

 Department of Economic Security Division of Developmental Disabilities is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst.

This position, under general supervision:

• Enters problem information into an automated issue tracking system;
• Researches pended encounters
• Corrects pended encounters either directly, or through working directly with vendors:
• Reports on resolution of pended encounters;
• Runs scheduled production jobs;
• Prepares statistical reports on help desk utilization;
• Manages Roster Mismatch process to maintain accuracy of client eligibility records;
• Manages Client Transmit process to maintain accuracy of client placement records in sync
• with AHCCCS client records;
• Creates reusable tools to aid in problem resolution.
• Provides ad hoc training/guidance to system users in response to help requests.
• Maintains Production Schedule and runs scheduled production jobs.
• Thoroughly documents requests for help and problem resolution details.
• Analyzes data to maintain accuracy of system client information and prepares reports of
• various types, including graphs, charts, diagrams.
• Tests new production releases.

Key skills:

• Customer service skills.
• Quality of work.
• Meeting performance metrics or standards.