We are looking for a Service Desk Functional Analyst to help with the configuration, optimization, and continuous improvement of our service desk. This role is key to ensuring that our technology infrastructure and business processes are aligned and operating at peak efficiency.

The ideal candidate will meet with customer to design and optimize service desk workflows, configure Service Requests in our service catalog, and identify opportunities for automation that improve efficiency and user experience. 

• Business Process Improvement- Collaborate with key stakeholders across departments to understand business requirements and translate them into service desk workflows and process enhancements.
• Service Desk Administration & Configuration- Configure and maintain service catalog requests and workflows.
• Design and implement automated IT processes, notifications, approvals, etc. to streamline service delivery
• Analyze service desk metrics (ticket volume, resolution time, SLA compliance) to identify areas for workflow enhancement
• Gather feedback from service desk agents and end-users to continuously refine workflows and identify new automation opportunities
• Integration & Automation-  Identify opportunities to bring business processes into the service desk platform, creating standardized workflows that improve productivity, tracking, and reporting. Integrate the service desk with other departments to automate repetitive tasks and enable seamless cross-departmental workflows.
• User Support & Training- Create and maintain knowledge base articles, user guides, and standard operating procedures for service desk processes.
• Provide end-user support, troubleshooting, and training for service catalog requests, ensuring staff can efficiently submit requests and understand available services.

Required Qualifications:

• Experience working in or supporting a service desk environment with understanding of service desk operations and workflows
• Experience designing service desk workflows, optimizing processes, and implementing automation
• Excellent problem-solving skills and attention to detail
• Ability to communicate complex technical concepts to non-technical stakeholders and translate business requirements into automated workflows
• Hands-on experience configuring service desk platforms and service catalogs (Freshservice strongly preferred; ServiceNow, Remedy, or similar platforms also applicable)
• Bachelor's Degree in a technical discipline (Computer Science, IT, Business Administration, etc.) or 4 years of relevant experience

Preferred Skills:

• Strong project management skills with experience leading cross-functional process improvement initiatives
• Experience with APIs and integrating service desk platforms with HR, IT, and business systems
• Background in service desk operations, workflow automation, or IT service management
• Familiarity with HR and IT processes (onboarding, offboarding, access provisioning)
• Experience as a System Administrator, IT Specialist, Business Process Improvement Specialist or other related IT position.

Steampunk relies on several factors to determine salary, including but not limited to geographic location, contractual requirements, education, knowledge, skills, competencies, and experience. The projected compensation range for this position is $60,000 to $90,000.00. The estimate displayed represents a typical annual salary range for this position. Annual salary is just one aspect of Steampunk’s total compensation package for employees. Learn more about additional Steampunk benefits here. 

Steampunk is a Change Agent in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors.  Through our Human-Centered delivery methodology, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges.  As an employee owned company, we focus on investing in our employees to enable them to do the greatest work of their careers – and rewarding them for outstanding contributions to our growth. If you want to learn more about our story, visit http://www.steampunk.com.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program.