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ISD Analyst II (Desktop Process & Analysis)

  • Location: FL Pensacola - GPO
  • Full/Part Time: Full-Time
  • Regular/Temporary: Regular

Job Description


Employee Perks

Why You Will Love Being Part of the Navy Federal Team:

*Competitive compensation with opportunities for annual raises, promotions, and bonus potential
*Best-in-Class Benefits! (7% 401k match / Pension plan / Tuition reimbursement / Great insurance options)
*On-site amenities include fitness center, wellness center, cafeteria, etc. at Pensacola, FL; Vienna, VA and Winchester, VA campuses
*Consistently Awarded Top Workplace
*Nationally recognized training department by TRAINING Magazine
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

The ISD Analyst is an effective problem solver and communicator who leads efforts to maximize resources and processes, to continually improve the Desktop Support services provided to our customers.  Leads process improvement initiatives, stakeholder collaboration, and documentation and analysis of current and future state. Conducts data and trend analysis, measures results, prepares reports, surveys, and presentations. Performs reporting and administrative functions to support Desktop Support daily operations. Works closely with Desktop Support and other Business departments to identiy and manage efforts to improve efficiency and effectiveness of Desktop processess.

Major Responsibilities:

• Defines, analyzes and documents Desktop services, execution work flows and dependencies
• Collaborates with department personnel and business partners to identify process improvement solutions
• Leads independent and group efforts to map Desktop processes, collaborate with stakeholders, and identify opportunities to streamline operations and improve service delivery
• Performs technical analysis of HP Service Manager/Desktop Support Desk ticketing system and vendor products to identify opportunities for efficiency and cost effectiveness
• Supports Sharepoint and eNet site administration for centralized documentation and workflow processing
• Leads and supports multiple projects ranging from small, medium and large scope
• Champions new and/or improved processes based on in depth knowledge and research
• Documents performance baselines and uses metrics to identify service issues and gaps, and present ideas on trends and root causes
• Creates and shares presentations and reports measuring desktop performance against KPIs, SLAs and industry standards
• Documents repeatable processes, procedures, and work flows using consistent tools, templates and standards
• Facilitates training and communications on new and updated procedures promoting enhanced issue resolution
• Analyzes and tracks hardware, software, and vendor costs, and produces related reports

Additional Responsibilities:

1. Analysis and Research
• Investigate operational or business problems and propose solutions
• Ensure compliance with Navy Federal Credit Union ISD standards and best practices
• Solve business problems by defining the problem, interviewing stakeholders, identifying and evaluating alternatives, and presenting the findings
• Present complete and organized documentation of processes, systems, and data
• Identify and analyze opportunities for new and/or improved processes, data, or technology; provide clear picture of possible outcomes

2. Process Definition
• Define the core work definitions / operating model, demonstrating the step-by-step life cycle of the process and document the execution process flows
• Leverage consistent templates, tools and organizational strategy to define ISD processes and ensure practices and processes are standardized and repeatable
• Drive industry benchmarking regarding best practices and continuous improvement

3. Process Improvement
• Identify and champions opportunities for new and/or improved processes
• Separates and combines tasks into efficient workflow to improve operations and overall performance of supported processes
• Participate in efforts to build the short and long-term infrastructure of the respective business domain knowledge
• Provide input into best practices for the respective business area
• Assist with evaluating and recommending changes to standard Navy Federal templates and methodologies
• Learns, remains current on, and communicates best practices and trends in business and technology

4. Business Area Focus
• Serve as liaison and / or subject matter expert in respective business area
• Collaborate constructively with peers, business units and/or project teams, and vendors to ensure business needs are fully communicated, documented and satisfied

5. Communication
• Provide consistent, concise, relevant, reliable and timely information to all appropriate internal and external audiences/stakeholders through a variety of  media
• Ensures accuracy of information  to enable effective business decisions
• Frame message in line with audience experience, background, and expectations; uses terms, examples, and analogies that are meaningful to the audience
• Seek input from audience; confirm checks understanding; presents message in different ways to enhance understanding

6. Performs other related duties as assigned.
Qualifications-Knowledge, Skills, and Abilities:

Level II

• Bachelor's Degree in related field or equivalent combination of education, training and experience
• Experienced with leading and championing process improvement efforts in collaboration with multiple business users
• Experienced in project coordination, prioritization and task management, issue tracking and reporting, and meeting scheduling and facilitation
• Strong written, interpersonal, and verbal communication skills with the ability to communicate concisely and translate technical information to technical and non-technical stakeholders
• Ability to independently analyze data and trends in order to report findings and present viable process changes and recommendations
• Skill in executing and measuring improvements using various methods such as, cost benefit analysis
• Proficient in MS Office tools including advanced knowledge of Excel formulas and pivot tables
• Working knowledge of a reporting tool such as, Cognos, Business Objects
• Familiar with HP Service Manager and/or Desktop Support ticketing system
• Experienced with developing and delivering effective presentations using tools such as, MS Visio, Tableau, Infographic, Adobe Connect
• Experienced with documenting processes and adhering to process standards
• Experienced in utilizing tools and resources to maintain a high level of accuracy and attention to detail
• Ability to apply professional-level functional knowledge to identify and solve moderately complex problems

• Experience with ITIL
• Experience with SQL query language

Monday-Friday, 8:00AM-4:30PM

Equal Employment Opportunity


Navy Federal values, celebrates, and enacts diversity in the workplace.  Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans.  EOE/AA/M/F/Veteran/Disability