Service Desk Analyst - Poly

BigBear.ai is seeking a Service Desk Analyst to resolve technical issues and provide prompt, effective 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. The ideal candidate will have strong communication and problem-solving skills, as well as a customer-focused mindset.

• Respond to incoming requests, inquiries, and technical issues from end-users through various channels (e.g., phone calls, instant messaging, Jira ticketing system).
• Provide clear, friendly, and effective communication to assist users in resolving their issues.
• Troubleshoot end-user issues by diagnosing root causes and providing appropriate solutions.
• Escalate complex issues to higher-level support teams when necessary.
• Record and track incidents and service requests using the Jira ticketing system.
• Ensure issues are properly documented, categorized, prioritized, and resolved within defined Service Level Agreements (SLAs).
• Maintain a strong understanding of the organization's infrastructure, systems, applications, and processes to troubleshoot issues efficiently.
• Stay up-to-date with technology trends and advancements to contribute to process improvements.
• Documentation and Knowledge Base:
  • Create and maintain knowledge base articles, documentation, and standard operating procedures to facilitate faster issue resolution and share best practices with the team.
• Collaborate with other team members, such as system administrators and application developers, to address complex issues.

• Education & Experience:
  • Bachelor's degree in a relevant field (e.g., Information Systems, Software Engineering).
  • 5-8 years of experience in a service desk or technical support role.
• Clearance: TS/SCI with Polygraph (required).
• Skills:
  • Excellent interpersonal and customer service skills to provide effective and courteous support to end-users.
  • Strong verbal and written communication skills to troubleshoot and explain technical issues to customers at various levels within the organization.
  • Proven problem-solving skills to identify issues, analyze data, and make informed decisions.
  • Experience with Jira ticketing systems or similar service desk software, including reporting capabilities.

• Basic understanding of business intelligence suites (e.g., Tableau, Power BI, COGNOS).
• Basic understanding of relational databases.
• Familiarity with reporting and analysis tools (e.g., Power BI, Tableau, Jupyter Notebooks, Python, R).

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 https://bigbear.ai/ 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.