Performs validation of the service desk to include services, processes, metrics, and customer satisfaction based on business requirements.
Communicates with analysts and engineers about formal evaluation plans, problems, and results.
Devises creative solutions to problems.
Assists with roll-out of systems documentation.
Produces lists of service deficiencies that are to be resolved and provides recommendations to incorporate changes to established processes.
Generates and interprets complex reports on both current and historical data.
Performs technical evaluations on assigned personnel.
Develops standards, methods, and procedures to improve product and service quality, readiness, and availability.
Identifies, diagnoses and develops plans to resolve problems in response to customer reported incidents; researches, evaluates and provides feedback on problematic trends and patterns across the environment and develops and implements measures to remediate.
Collaborates with Support teams to foster a team-based approach to high quality solutions and drive appropriate changes to ensure high quality deliverables.

\nRequired Education, Experience, & Skills:\n\n

(2-4) years of experience in a technical support position
Must be able to write T-SQL queries (simple/intermediate/complex) against various Microsoft databases and Data Warehouse databases.
(1–2) years of demonstrated experience with relational database queries and transactions, including stored procedures using SQL Server 2019 databases.
Demonstrated experience designing, creating, testing, and implementing simple/complex reports using SQL Server Reporting Services.
Quantitative, teamwork and problem-solving abilities, as well as a thorough knowledge of relational
Experience with data analysis methods, principles, and practices, including statistical analysis and sampling techniques.
Experience with inspection, test, and measurement techniques.
Knowledge of the relationship of quality assurance to other activities across the organization.
Skill in interpreting and applying product specifications, regulations, and policy guidance into the quality assurance plan.
Skill in conducting studies and investigations, problem and trend analysis, and developing documented recommendations.
Strong oral and written communication.
Experience with technical evaluation processes, techniques, and reporting.
Able to validate data quality and consistency of customer data.
Able to review, analyze, and report on quality discrepancies, trends, and data.
Able to investigate problems and develops disposition and corrective actions for recurring discrepancies.
Able to interface with stakeholders to ensure requirements are met.
Able to recommend corrective actions, dispositions, process optimization and modifications.
Able to handle multiple project deadlines with minimal supervision.

\nPreferred Qualifications:\n\n

Information Technology Infrastructure Library V4 (ITIL 4) certification.
Support Desk experience either with reporting or as an analyst
Previous experience with System Center Service Manager (SCSM).
Previous experience with Cireson Portal.

\n
\n
\nThe Perks of Being on Our Team
\nApplyLogic offers competitive salaries with a robust Fortune-500 type benefits package. Some of the benefits you will receive when you join us are: \n

Employee Assistance Program
401K
Medical/Dental/Vision Insurance
Life/Short-Term Disability/Critical Illness/Accident Insurance
15 PTO Days
11 Federal Holidays
Up to $5K towards continuing education and/or professional development

\n\n

\nSalary Range
\n$53,000-$68,000
\nThe posted salary range represents the anticipated compensation for this position. Final compensation will be based on the selected candidate's qualifications, years of directly relevant experience, education, certifications, security clearance, contract requirements, and other business considerations.

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