IT Service and Support Analyst

Summary

Working directly for the IT Service and Support Manager, the IT Service and Support Analyst plays a key support role in collecting, analyzing, and reporting on data to help ensure the efficient, effective, and confidential operation of the IT department. In this role, the Analyst will help oversee and administer a wide variety of key departmental processes, projects, and systems/tools.

Key IT processes: the IT Service and Support Analyst will help ensure the smooth operation of many day-to-day activities and processes for IT. This includes receiving new requests/inputs, documenting the requirements, tracking & overseeing the IT deliverables, communications, documentation, recommendations for process improvements, running reports, generating metrics/KPIs, etc.

Key IT projects: in addition to providing analysis and support to the IT Project Managers of various small, medium, and large projects, the IT Service and Support Analyst will also help curate the overall IT Project Management process (templates, standard reviews, document repositories, reporting, etc.). The Analyst will also be called upon to lead smaller, less complex projects.

Key IT systems/tools: the IT Service and Support Analyst will be assigned key roles in the administration of internal IT tools/systems such as the IT Service Management system (Help Desk ticketing tool), the IT Project Management system (PMO portfolio tool), the IT Risk Register tool (risk, audit, compliance), etc. The Analyst will administer the workflows within the systems/tools as well as provide for IT user administration and other tasks as well.
Other duties as assigned.

Job Duties

IT Project Management Process Oversight & Administration:

• Oversees and curates the overall IT Project Management process (procedure, templates, standard reviews, document repositories, etc.); provides updates and reports as required.

• Helps IT management document and analyze all new requirements and route them through the proper IT intake processes. Tracks & reports status on all new requirements and IT commitments.
• Leads smaller, less complex projects.

• Helps IT management analyze budget status and trends and recommends actions to improve budget performance.
• Serves as a Subject Matter Expert for the IT purchasing process including all technology purchase requisitions from all City departments.
• Assists in preparing and issuing bid invitations; attends bid openings, maintains records relating to bids received, and sends related information to vendors.
• Maintains appropriate purchasing data and documentation including vendor catalogues and quotes to ensure accurate billing and payment of materials, supplies, and equipment.
• Facilitates technology-related sourcing and ordering. Reviews and submits invoices for payment; manages records for all requests made by departments with regards to IT purchases; coordinates purchase activities with the Finance department as appropriate.
• Analyzes billing/invoices to determine if material is received and priced correctly, checks discounts and extensions; checks coding of invoices in order to insure expenses are coded in accordance to City accounting procedures, inputs into computerized system; and, routes and processes invoices for payment from IT related purchases.
• Works with vendors and City departments to resolve problems with invoices related to technology purchases.

• Provides support to IT management during the full IT asset lifecycle/process. One major responsibility of this process is managing the renewal and refresh cycles for all hardware, software, and support licenses/contracts. Another major role is helping IT management to track and report on the financial status of all IT capital projects.
• Inventories and analyzes technology-related assets; maintains asset inventory (new additions, transfers and surplus) in both the financial system and internal IT related systems per City policy.

• Collects & analyzes all IT performance data (metrics/KPIs) and regularly reports to IT management with improvement recommendations.

• Participates in IT risk assessments to identify IT risks and analyze their impacts to IT and the City.
• Helps IT management track & report on IT risks/compliance gaps and action items.

• Coordinates with vendors for procurement of equipment and services (status, quotes, contracts, receipt of goods), maintenance, and repairs.
• Analyzes and reports on total spend by vendor/supplier, their overall performance, etc; maintains vendor performance records and make recommendations to IT management on future spend.

• Helps in the administration of the IT Service Management (Help Desk) system: User Management; Process Configuration; Data Management; Security Settings; Reporting & Analytics; Knowledgebase articles/documents; User Training; etc.

• Helps in the administration of the IT Project Management system: User Management; Process Configuration; Data Management; Security Settings; Reporting & Analytics; Knowledgebase articles/documents; User Training; etc.

• Helps in the administration of the IT Risk Register tool: User Management; Process Configuration; Data Management; Security Settings; Reporting & Analytics; Knowledgebase articles/documents; User Training; etc.

Minimum Qualifications

Education and Experience:

High School diploma or G.E.D. (required).

Bachelor’s/Associate’s degree in Computer Science or related field (preferred).

Three to four years of related IT or business experience (required).

One to two years of IT analyst work, process oversight, business administration, Project Management, or combination of experience (required).

Two to four years of Public Sector experience (preferred).

Basic level IT process-related certifications; ITIL, PMP, etc. (preferred).

Knowledge, Skills, and Abilities:

Must be highly proficient in MS Office Applications (i.e., Outlook, Teams, Word, Excel, Access, PowerPoint) (required).

Knowledge of local codes, ordinances and State and Federal regulations pertaining to and affecting IT Operations (particularly privacy and security) (preferred).

Knowledge of standard IT processes and best practices (e.g. ITIL, COBIT, ISO 27001, PMI/PMP, etc.) (preferred).

Sound business practices including procurement, budgeting and project management skills (required).

Ability to communicate effectively and diplomatically, both orally and in writing, to groups and individuals at all levels (required).

Ability to establish working relationships with other departments and teams (required).

Ability to prepare and present a variety of concise reports for oral and written presentations (required).

Ability to analyze data and make decisions and recommendations which impact IT Service and Support, the IT Department, and the City (required).

Self-motivated, willing to learn and a quick learner (required).

Highly organized with attention to detail (required).

Supplemental Information

This class specification should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this job. The incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification.

The City of Gainesville is an equal opportunity employer. The City of Gainesville prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. The City of Gainesville conforms to the spirit as well as to the letter of all applicable laws and regulations.