Business Analyst/Help Desk Lead Redan LLC is looking for an experienced and strategic
Business Analyst/Help Desk Lead to oversee our help desk operations and support our business analysis efforts in the federal sector. This role offers the opportunity to influence operational strategies, drive process enhancements, and play a vital role in delivering effective solutions to our clients.
As a
Business Analyst/Help Desk Lead, you will serve as a bridge between stakeholders, development teams, and end-users, ensuring the delivery of quality service and effective process implementation, possessing strong leadership skills, proficiency in Jira for backlog management and sprint planning, and expertise in leveraging Zendesk for high call volume management and dynamic reporting.
The ideal candidate excels at problem-solving and must have effective written and oral communication skills with client stakeholders at all organizational and technical levels, showing a passion for performance, excellent problem-solving and time management skills, attention to detail and be adaptive to the organization's changing needs.
What You'll Be Doing As the Business Analyst/Help Desk Lead at Redan, you will: - Lead and manage a small team of help desk agents, providing training, mentorship, and performance evaluations to maintain high service standards.
- Act as a Scrum Master, facilitating Agile ceremonies, creating sprints, managing backlogs, and developing clear and actionable user stories in Jira.
- Design and implement processes using Zendesk to effectively handle high call volumes, monitor issue resolution, and generate dynamic reports for stakeholders.
- Serve as the primary point of contact for communication between stakeholders, including clients, development teams, and leadership, ensuring accurate requirements gathering and timely updates.
- Analyze help desk metric to identify trends, optimize workflows, and recommend process improvements.
- Collaborate closely with developers, business analysts, and quality assurance teams to deliver high-quality solutions that meet client expectations.
- Develop documentation, standard operating procedures, and training materials for both internal teams and end-users.
- Maintain a proactive approach to problem-solving and escalate complex issues when necessary.
Profile of Success - Extensive experience using Jira for project management, backlog refinement, and sprint planning.
- Strong understanding of Agile methodologies and experience facilitating Scrum practices.
- Exceptional communication and interpersonal skills, capable of engaging various stakeholders effectively.
- Analytical mindset with the ability to interpret data, generate insights, and implement process improvements.
- Strong organizational skills with the ability to prioritize tasks and manage time efficiently.
Required
- Proficient in Zendesk for ticketing, reporting, and workflow automation.
- Proficient in Spanish Language.
Conditions of Employment - US Citizenship is required.
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- Minimum of 5-8 years of experience in a help desk lead, business analyst, or similar role.
Compensation Pay and benefits information for this position will be provided to interested candidates that apply. Redan offers a package of compensation and benefits to full-time salaried employees.
Redan, LLC is an Equal Opportunity Employer, and we highly value the diversity of our workforce. We accept resumes from all interested parties and consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, sexual preference, personal appearance, family responsibility, the presence of a non-job-related medical condition or physical disability, matriculation, political affiliation, veteran status, or any other legally protected status.