200+ applicants

Company

American Institutes for Research · 2 days ago

Senior Business Process Analyst

District of Columbia, United States

Full-time

Remote

Senior Level

$136K/yr - $142K/yr

5+ years exp

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EducationNon Profit

Culture & Values

No H1B

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Responsibilities

Collaborate with the Technical Support Services Managers to understand current processes and manage IT help desk process improvement projects from initiation to completion.

Work in conjunction with the Technical Support Services team members to experience the daily operational practices in providing IT support to our institution.

Provide training and support to IT Technical Support Services staff on new processes and tools.

Continuously evaluate and refine help desk processes to ensure ongoing improvement and alignment with organizational goals.

Manage multiple process improvements, and projects of various sizes utilizing a standard project management methodology.

Monitor project progress, identify potential risks and issues, and implement mitigation strategies.

Ensure projects are completed on time, within budget, and to the defined project quality standards.

Manage client and stakeholder expectations via status reports, meetings, and formal and ad hoc communications.

Duties, responsibilities, and activities may change, or new ones may be assigned at any time based on business needs.

Qualification

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IT Helpdesk ManagementBusiness AnalysisProject ManagementCloud-based ServicesMicrosoft 365PMP CertificationCAPM CertificationChange Management

Required

Master’s Degree in MIS, Business Management, or a related field with a minimum of 5 years of project management experience or a Bachelor's degree in the above fields with a minimum of 7 years of project management experience.

Prior experience leading or managing an IT Helpdesk or IT Service Desk.

Knowledge of contemporary information technologies and cloud-based services.

Effective communicator with demonstrated ability to communicate with and understand the needs of both technical and non-technical internal and external clients.

Ability to effectively collaborate in a virtual, cross-functional diverse team environment.

Demonstrated ability to work well independently, and collaboratively as needed.

Adept in a fast-paced environment to manage multiple concurrent deliveries.

Demonstrated analytical, critical thinking, and problem-solving skills with a focus on details and high quality.

Strong business acumen, consultative, communication, organizational, leadership, and collaboration skills.

Experienced in change management across all levels of stakeholders.

Proficient in utilizing standard Microsoft 365 tools, including OneDrive, SharePoint, Excel, Word, and Adobe Acrobat Pro.