IT Service & Support Analyst

City-of-Gainesville,-Ga; Gainesville (FL); On-site; USD 52,000 - 82,000; Full time

Job summary

City of Gainesville, FL is seeking an IT Service and Support Analyst to help collect, analyze, and report data ensuring efficient, confidential IT operations across the department.

The role oversees IT processes and projects, administers key systems/tools, tracks budgets and procurement, and generates performance metrics to support informed decision making.

Strong organizational skills, clear communication, and experience with ITIL/PMO concepts are preferred.

Qualifications

• High School diploma or GED required.
• Bachelor’s/Associate degree in Computer Science or related field preferred.
• 3-4 years of related IT or business experience required.
• 1-2 years of IT analyst work, process oversight, business administration, PM or related experience required.
• 2-4 years of Public Sector experience preferred.
• Basic IT process certifications (ITIL, PMP) preferred.
• Must be proficient with MS Office applications (Outlook, Teams, Word, Excel, Access, PowerPoint).
• Excellent communication and organizational skills are required.

Responsibilities

• Oversee and curate the IT Project Management process, including procedures, templates, and document repositories.
• Support IT management by documenting and analyzing new requirements and routing them through intake processes.
• Lead smaller, less complex projects and report status to IT management.
• Oversee IT budgeting, purchasing processes, and vendor invoice handling.
• Manage IT asset lifecycle, renewals, and reporting of financial status for IT projects.
• Collect and analyze IT performance data (metrics/KPIs) and present findings to management.
• Participate in IT risk assessments and track compliance gaps and actions.
• Coordinate with vendors on equipment/services procurement and vendor performance.
• Assist in administration of IT Service Management (Help Desk), PMO, and IT Risk Register tools.

Skills

MS Office Proficiency

Data Analysis

Communication Skills

Document Management

Education

High School diploma or GED

Bachelor’s/Associate’s degree in Computer Science or related field (preferred)

Tools

Help Desk ticketing tool

PMO portfolio tool

IT Risk Register tool

IT Service Management system

Job description

Working directly for the IT Service and Support Manager, the IT Service and Support Analyst plays a key support role in collecting, analyzing, and reporting on data to help ensure the efficient, effective, and confidential operation of the IT department. In this role, the Analyst will help oversee and administer a wide variety of key departmental processes, projects, and systems/tools.

Key IT processes

the IT Service and Support Analyst will help ensure the smooth operation of many day-to-day activities and processes for IT. This includes receiving new requests/inputs, documenting the requirements, tracking & overseeing the IT deliverables, communications, documentation, recommendations for process improvements, running reports, generating metrics/KPIs, etc.

Key IT projects

In addition to providing analysis and support to the IT Project Managers of various small, medium, and large projects, the IT Service and Support Analyst will also help curate the overall IT Project Management process (templates, standard reviews, document repositories, reporting, etc.). The Analyst will also be called upon to lead smaller, less complex projects.

Key IT systems/tools

the IT Service and Support Analyst will be assigned key roles in the administration of internal IT tools/systems such as theIT Service Management system (Help Desk ticketing tool), the IT Project Management system (PMO portfolio tool), the IT Risk Register tool (risk, audit, compliance), etc. The Analyst will administer the workflows within the systems/tools as well as provide for IT user administration and other tasks as well.

Other duties as assigned.

IT Project Management Process Oversight & Administration

• Oversees and curates the overall IT Project Management process (procedure, templates, standard reviews, document repositories, etc.); provides updates and reports as required.

IT Project Management Support

• Helps IT management document and analyze all new requirements and route them through the proper IT intake processes. Tracks & reports status on all new requirements and IT commitments.
• Leads smaller, less complex projects.

IT Financial / Budget / Purchasing Process Oversight & Administration

• Helps IT management analyze budget status and trends and recommends actions to improve budget performance.
• Serves as a Subject Matter Expert for theIT purchasing process including all technology purchase requisitions from all City departments.
• Assists in preparing and issuing bid invitations; attends bid openings, maintains records relating to bids received, and sends related information to vendors.
• Maintains appropriate purchasing data and documentation including vendor catalogues and quotes to ensure accurate billing and payment of materials, supplies, and equipment.
• Facilitates technology-related sourcing and ordering. Reviews and submits invoices for payment; manages records for all requests made by departments with regards to IT purchases; coordinates purchase activities with the Finance department as appropriate.
• Analyzes billing/invoices to determine if material is received and priced correctly, checks discounts and extensions; checks coding of invoices in order to insure expenses coded in accordance to City accounting procedures, inputs into computerized system; and, routes and processes invoices for payment from IT related purchases.
• Works with vendors and City departments to resolve problems with invoices related to technology purchases.

IT Inventory & Asset Lifecycle Process Oversight & Administration

• Provides support to IT management during the full IT asset lifecycle/process. One major responsibility of this process is managing the renewal and refresh cycles for all hardware, software, and support licenses/contracts. Another major role is helping IT management to track and report on the financial status of all IT capital projects.
• Inventories and analyzes technology-related assets; maintains asset inventory (new additions, transfers and surplus) in both the financial system and internal IT related systems per City policy.

IT Performance Reporting

• Collects & analyzes all IT performance data (metrics/KPIs) and regularly reports to IT management with improvement recommendations.

IT Risk and Compliance Process Oversight & Administration

• Participates in IT risk assessments to identify IT risks and analyze their impacts to IT and the City.
• Helps IT management track & report on IT risks/compliance gaps and action items.

IT Vendor/Supplier Coordination Oversight & Administration

• Coordinates with vendors for procurement of equipment and services (status, quotes, contracts, receipt of goods), maintenance, and repairs.
• Analyzes and reports on total spend by vendor/supplier, their overall performance, etc; maintains vendor performance records and make recommendations to IT management on future spend.

IT Service Management Tool Administration

• Helps in the administration of the IT Service Management (Help Desk) system: User Management; Process Configuration; Data Management; Security Settings; Reporting & Analytics; Knowledgebase articles/documents; User Training; etc.

IT Project Management Tool Administration

• Helps in the administration of the IT Project Management system: User Management; Process Configuration; Data Management; Security Settings; Reporting & Analytics; Knowledgebase articles/documents; User Training; etc.

IT Risk Register Tool Administration

• Helps in the administration of the IT Risk Register tool: User Management; Process Configuration; Data Management; Security Settings; Reporting & Analytics; Knowledgebase articles/documents; User Training; etc.

Education and Experience

High School diploma or G.E.D. (required).

Bachelor’s/Associate’s degree in Computer Science or related field (preferred).

Three to four years of related IT or business experience (required).

One to two years of IT analyst work, process oversight, business administration, Project Management, or combination of experience (required).

Two to four years of Public Sector experience (preferred).

Basic level IT process-related certifications; ITIL, PMP, etc. (preferred).

Knowledge, Skills, and Abilities

Must be highly proficient in MS Office Applications (i.e., Outlook, Teams, Word, Excel, Access, PowerPoint) (required).

Knowledge of local codes, ordinances and State and Federal regulations pertaining to and affecting IT Operations (particularly privacy and security) (preferred).

Knowledge of standard IT processes and best practices (e.g. ITIL, COBIT, ISO 27001, PMI/PMP, etc.) (preferred).

Sound business practices including procurement, budgeting and project management skills (required).

Ability to communicate effectively and diplomatically, both orally and in writing, to groups and individuals at all levels (required).

Ability to establish working relationships with other departments and teams (required).

Ability to prepare and present a variety of concise reports for oral and written presentations (required).

Ability to analyze data and make decisions and recommendations which impact IT Service and Support, the IT Department, and the City (required).

Self-motivated, willing to learn and a quick learner (required).

Highly organized with attention to detail (required).

This class specification should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this job. The incumbents may be required to perform job-related responsibilities and tasks other than those stated in this specification.