Desktop Analyst I

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 IND123
*An employee-focused, diverse, and service-oriented workplace environment

Basic Purpose

ISD Analyst I/II (Desktop Support- Process & Analysis)
The ISD Analyst is an effective problem solver and communicator who lead efforts to continually improve the Desktop Support services provided to our customers.  The analyst will compile, research, analyze and document data, requirements, workflow/ processes, functionality and or controls; Evaluate information and prepare recommendations based on analysis for use in decision making.  Additional duties include supporting DSS functions, projects and activities. 
Major Responsibilities:

  • Creates reports measuring Desktop performance against Key Performance Indicators (KPIs), Service Level Agreements (SLAs) and industry standards
  • Performs data analysis to present trends and root causes of service issues and gaps
  • Defines, analyzes and documents Desktop’s services, processes, procedures, and work flows using tools, templates and standards
  • 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
  • Utilizes IT Service Manager/Desktop Support Desk ticketing system to research and perform analysis on ticket information and data
  • Leads and supports multiple projects ranging from small, medium and large scope
  • Supports Sharepoint and eNet site administration for centralized documentation
  • Champions new and improved processes based on in depth knowledge and research
  • Facilitates training and communications on procedures
  • Analyzes, tracks, and reports on hardware, software, and vendor costs 
Additional Responsibilities
1. Analysis, Research, and Reporting
  • Perform root cause analysis of operational or business problems
  • 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
  • Produce reporting on Desktop performance against KPIs, SLAs, and benchmarks using Excel, Tableau, and other reporting tools
  • Ensure compliance with Navy Federal Credit Union ISD standards and best practices
2. Process Definition
  • Demonstrate the project life cycle by following defined processes
  • Map and define ISD processes and ensure practices and processes are standardized and repeatable
  • Demonstrate knowledge of and utilize proven methodologies that promote continuous improvement (i.e Agile, Kaizen, Lean, etc.)
3. Process Improvement
  • Identify opportunities for new or improved processes, data, or technology and recommend solutions with expected outcomes
  • Streamline tasks into efficient workflow to improve operations and overall performance of processes
  • Assist with evaluating and recommending changes to standard internal templates, resources, and methodologies
  • Learn, remain current on, and communicate 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
  • Manages vendor relationships, contracts, and products and identifies opportunities for efficiency and cost savings
5. Communication
  • Provide clear, concise, relevant, reliable and timely information to appropriate internal and external audiences through a variety of  media
  • Ensures accuracy of information  to enable effective business decisions
  • Solicit feedback from stakeholders to identify needs and develop requirements to resolve issues
  • Demonstrate emotional intelligence and interpersonal skills to achieve personal development and team cohesiveness
6. Performs other related duties as assigned.
Qualifications-Knowledge, Skills, and Abilities:

  • Bachelor's Degree in related field or equivalent combination of education, training and experience
  • Experienced with leading process improvement efforts in collaboration with multiple business users
  • Experienced in project coordination, prioritization, issue tracking and reporting, and meeting 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
  • Skilled in executing and measuring improvements using various methods such as, cost benefit analysis
  • Ability to apply functional knowledge to identify and solve moderately complex problems
  • Proficient in MS Office tools including advanced knowledge of Excel formulas and pivot tables
  • Familiar with business intelligence reporting tools (i.e Microsoft Power BI, Tableau)
  • Familiar with IT Service Manager and/or Desktop Support ticketing system
  • Experienced with developing and delivering effective presentations using tools such as, MS Visio, Infographic, Adobe Connect / Cisco WebEx
  • Familiar with ITIL
  • Experience with financial reporting and performing trend analysis
  • Familiar with Sharepoint and eNet site administration

Monday-Friday, 8:00 – 4:30 ET / 7:00 – 3:30 CT
Billet will be located in GPO.  If selected, candidate may be required to complete an assignment to demonstrate skills in analytics and reporting.


Equal Employment Opportunity

We reserve the right to fill this role at a higher/lower grade level based on business need.

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