Service Desk Analyst/ w Poly

Overview

BigBear.ai is seeking a Service Desk Analyst to resolve technical issues and provide prompt solutions to ensure smooth operations and customer satisfaction. This position supports a high visibility project for a data analytics team on-site at a customer facility.

What you will do

User Support

• Respond to incoming requests, inquiries, and technical issues from end-users through various channels (i.e. phone calls, instant messaging, Jira ticketing system)
• Provide clear, friendly and effective communication to assist users to resolve their issues

Issue Resolution

• Troubleshoot end-user issues by diagnosing the root cause and providing an appropriate solution
• Escalate issues to higher-level support, if necessary

Incident Management

• Record and track incidents and service requests using the Jira ticketing system
• Ensure that issues are properly documented, categorized, prioritized and resolved within defined Service Level Agreements (SLAs)

Technical Knowledge

• Maintain a strong understanding of the organization's infrastructure, systems, applications and processes to be able to troubleshoot issues in a timely manner
• Remain up-to-date with technology trends and advancements to contribute to process improvement

Documentation and Knowledge Base

• Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and sharing best practices with the team

Collaboration

• Work closely with other team members, such as system administrators and application developers, to address complex issues

What you need to have

• Bachelor's degree in relevant field (i.e., Information Systems, Software Engineering)
• 5-8 years of experience
• Clearance:TS/SCI w/ Poly
• Excellent interpersonal and customer service skills to provide effective and courteous support to end-users
• Strong communication skills, both verbal and written, are essential for effective troubleshooting with customers at different levels within the organization
• Ability to communicate technical information in a clear and understandable manner is crucial
• Proven problem-solving skills to identify issues, analyze data, and make informed decisions
• Experience with JIRA ticketing process and reporting capabilities or similar service desk software

What we'd like you to have

• Basic understanding of business intelligence suites (Tableau, PowerBI, COGNOS, etc.) desired
• Basic understanding of relational databases desired
• Basic understanding of reporting/analysis tools (PowerBI, Tableau, Jupyter Notebooks, Python, R) desired

About BigBear.ai

BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on Bigbear.ai's predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in McLean, Virginia, BigBear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit and follow BigBear.ai on LinkedIn: @BigBear.ai and X: @BigBearai.

BigBear.ai is an Equal opportunity employer all protected groups, including protected veterans and individuals with disabilities.