Technical Analyst

Role Overview

• Serve as primary escalation point for day-to-day operational issues across the IT Service Desk and Vendor Platform Operations teams, triaging incidents, coordinating cross-team response, and making resolution decisions before escalating to management.
• Leverage AI tools (Microsoft Copilot, Copilot Studio agents) for ticket triage assistance, meeting summarization, vendor communication drafting, metrics trend analysis, knowledge base query resolution, and incident status generation.
• Own and maintain operational dashboards (Power BI) — MTTR, SLA compliance, ticket volume trends, first-contact resolution, sprint velocity, backlog health, vendor performance — presenting insights and recommendations to leadership.
• Manage internal and vendor tickets including escalations across enterprise healthcare and business platforms.
• Perform research and root cause analysis to gain historical knowledge, identify recurring incident patterns, and provide data-driven recommendations for resolution and prevention.
• Maintain point-of-contact lists and escalation procedures for internal teams and all platform-related vendors.
• Oversee IT Service Desk queue operations — ticket triage, SLA adherence, employee onboarding/offboarding provisioning workflows, PC refresh lifecycle, endpoint management, and access request fulfillment.
• Own and maintain the enterprise IT asset inventory in the CMDB/asset management system — ensuring hardware, software, and licensing records are accurate, current, and audit-ready.
• Manage the software and service renewal lifecycle — collecting vendor quotes, coordinating with Vendor Services for contract review, submitting requisitions through the procurement system, and ensuring renewals are completed before expiration.
• Track software license utilization and compliance — identifying unused licenses for reclamation, flagging upcoming expirations, and providing cost optimization recommendations to leadership.
• Coordinate the annual PC refresh program — maintaining the refresh schedule based on endpoint lifecycle policy, tracking inventory in the asset management system, managing work items for deployment, and ensuring timely hardware procurement.
• Coordinate release and deployment activities across progressive environments (DEV/SIT/PROD), managing timelines with vendors and internal stakeholders.
• Identify and report release-related issues; lead post-implementation root cause analysis, remediation coordination, and preventable-procedure development.
• Assist with data analysis of new platform codes and coordinate with business areas for additional input on implementation activities.
• Drive cross-training initiatives across service desk and platform operations to build team resilience and shared operational knowledge.
• Create and deliver presentation content for enterprise-level operational reviews, leadership updates, and vendor quarterly business reviews — using AI to draft and accelerate preparation.
• Maintain positive relationships with internal customers, vendors, and partner teams.

Requirements

• Bachelor’s degree or equivalent experience
• One to three (1–3) years' experience in technical or business analysis
• 3+ years in IT service delivery, operations management, or platform support
• Demonstrated AI-native mindset — actively uses AI tools (Microsoft Copilot, Copilot Studio, AI-assisted automation) to accelerate workflows, reduce manual effort, and improve operational outcomes
• Experience with ITSM ticketing systems (e.g., ServiceNow, Freshservice, Jira Service Management, or similar)
• Working knowledge of ITIL fundamentals (incident, change, and problem management)
• Demonstrated ability to manage vendor relationships, track SLA compliance, and drive escalation resolution
• Experience building or maintaining operational dashboards and metrics (Power BI or similar BI tools)
• Experience with Azure DevOps or similar work tracking tools for backlog and sprint management
• Experience with IT asset lifecycle management — hardware inventory tracking, software license compliance, and vendor contract renewal processes
• Strong analytical skills — ability to identify trends in operational data and translate them into actionable recommendations for leadership
• Strong written and verbal communication skills — ability to present operational metrics and escalation status to technical and non-technical audiences
• Ability to serve as a decision-making escalation point in the absence of direct management
• Participation in on-call rotation required, including after-hours and weekend coverage as needed.

Tech Stack

• Azure
• ITSM
• ServiceNow

Benefits

• Flexible work arrangements
• Professional development opportunities