Business IT Support & Process Improvement Analyst

TIYE CONSULTING; Annapolis (MD); On-site; USD 65,000 - 90,000; Full time

Job summary

TIYE CONSULTING is seeking a Business Support Analyst to assess organizational performance and help improve processes and systems. The role involves research and analysis to propose actionable solutions and support project management to ensure timely deliverables.

Responsibilities include handling IT service desk coordination for attorney databases, liaising with users and vendors, QA testing, and preparing training materials and reports to track progress and outcomes.

Qualifications

• At least two years of experience providing IT customer application support.
• Five years of experience providing IT customer application support.
• Excellent oral communication and detail-oriented, highly organized.
• Ability to work in a matrixed organization and manage multiple projects.

Responsibilities

• Respond to, identify, research, and analyze production issues for attorney databases
• Maintain the Service Desk applications, including ServiceNow and vendor systems
• Analyze user issues and coordinate with users, vendor staff and support groups
• Assist in training materials and presentations for attorney-related databases
• QA testing of production fixes and weekly project progress reporting
• Review and revise the e-filing website and related processes

Skills

IT customer support

Communication

Detail oriented

Project coordination

Business process analysis

Data migration

PMBOK

SDLC knowledge

User liaison

Multi-project management

Tools

ServiceNow

ONYX

MS Office

Job description

TIYE CONSULTING is seeking a Business Support Analyst to assess organizational performance and help improve processes and systems. The role involves research and analysis to propose actionable solutions and support project management to ensure timely deliverables.

Responsibilities include handling IT service desk coordination for attorney databases, liaising with users and vendors, QA testing, and preparing training materials and reports to track progress and outcomes.