What are the responsibilities and job description for the Associate Service Desk Functional Analyst - 4 Days Onsite in McLean, VA - Must Have BA Degree position at Convergenz?
Must be able to work onsite Monday - Thursday in McLean, VA
Must have a Bachelor's degree
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.
Required Qualifications:
- 1–3 years of experience in a service desk, IT operations, or functional analyst capacity within a professional environment.
- Familiarity with IT Service Management (ITSM) frameworks and tools (e.g., ServiceNow, Jira Service Management, Remedy).
- 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 (Freshservice strongly preferred; ServiceNow, Remedy, or similar platforms also applicable)
- Bachelor's Degree in a technical discipline (Computer Science, IT, Business Administration, etc.) or 4 years of relevant experience
Core Competencies
- Excellent communication and customer service skills with a focus on clarity and professionalism.
- Strong analytical and problem-solving abilities; able to manage multiple priorities effectively.
- Attention to detail with strong organizational and documentation skills.
- Demonstrated team collaboration skills and ability to work cross-functionally.
- Adaptability and willingness to learn new systems, processes, and tools.
Technical & Functional Skills
- Strong understanding of incident, request, and change management processes.
- Ability to translate user needs into functional requirements and support documentation.
- Experience coordinating with technical teams to ensure accurate resolution and process improvement.
- Basic understanding of enterprise systems and software troubleshooting.
- Proficiency with standard business applications (Excel, Word, Teams, SharePoint).
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.
