Service Desk Analyst - ITS2
Minnesota IT Services, Saint Paul, Minnesota, United States, 55199
Overview
The work you'll do is more than just a job. At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and improving well-being and quality of life for Minnesotans. MNIT is committed to equity and inclusion and provides benefits, support resources, and training opportunities. This position serves MNIT DHS and supports the Department of Human Services (DHS) with complex and varied technical needs, including systems that provide health care coverage, child protection and welfare services, and support for Minnesotans with special needs.
Join the 2,800+ MNIT professionals connecting Minnesotans to services that improve lives. As a Service Desk Analyst for MNIT DHS, you will provide application support and process service requests for applications developed, maintained, and supported by MNIT DHS, including systems used by DHS, DCYF, DCT, and MNsure (e.g., MAXIS, MMIS, SSIS, METS). The ITS2 Service Desk Analyst assists in maintaining documentation and training new staff and business partners as needed, using ITSM best practices to ensure adequate support for our business partners.
Responsibilities Provide application support and process service requests for MNIT DHS applications and related systems. Maintain documentation and assist in training staff and business partners as needed. Apply ITSM best practices to ensure support for DHS applications and related systems.
Minimum Qualifications To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available here:
Position requires a minimum of two (2) years of user support experience in a Service Desk/Help Desk setting.
Experience must include:
Providing customer support of custom-built business applications by troubleshooting, tracking, and resolving issues with business partners.
Facilitating verbal and/or written communications between business partners and technical teams during incident resolution.
Experience with CRM systems such as BMC Helix, ServiceNow, Microsoft Dynamics or similar tools.
Experience with Microsoft Office desktop applications (Word, Excel, Outlook, PowerPoint).
Strong communication skills and a customer-focused approach grounded in active listening and solution-oriented problem-solving.
Education in IT or IT-related field may substitute for experience: master's or bachelor's degree for 1 year; associate's degree for 6 months.
Preferred Qualifications
Working knowledge of ITIL practices, service management principles, and application support processes.
Ability to analyze impacts, risks, and dependencies of changes to support and service delivery.
Ability to prioritize workload and manage tasks in an organized, timely manner.
Ability to maintain positive relationships and provide creative solutions to meet service needs.
Strongly Preferred Qualifications
Two (2) years of end-user experience with DHS business applications such as SSIS and/or MAXIS, MMIS, MnCHOICES, MN-ITS, METS.
Understanding of DHS policies and procedures governing DHS applications and technologies.
Additional Requirements
Successful candidate must pass legally required checks (SEMA4, Criminal History, Reference, Social Security/Address verification, and other checks).
MNIT does not participate in E-Verify and does not sponsor visas. Applicants must be legally authorized to work in the United States.
Work Location and Telework Onsite at 540 Cedar St., St. Paul, Minnesota at least 50% of the time, with some telework eligibility on a limited basis.
How To Apply Select “Apply for Job” at the top of the page. For questions, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For more information about the application process, visit http://www.mn.gov/careers.
Contact If you have questions about this position, contact Delva Lilic at delva.lilic@state.mn.us.
Connect 700 Program To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID, Working Title, and your valid Proof of Eligibility Certificate by the closing date to Delva Lilic at delva.lilic@state.mn.us.
Veterans To be considered for Veteran's Status, indicate this on your application. RSV and disabled veteran provisions apply per state statute. See the posting for details and submission requirements.
Benefits As an MNIT employee, you'll have access to health insurance and benefits, including:
Paid vacation and sick leave
12 paid holidays per year
Low-cost medical, dental, vision, and prescription plans
Pension plan and life insurance
Disability insurance and tax-advantaged spending accounts
Training, tuition reimbursement, and professional development
Programs, resources, and benefits eligibility vary by employment type, agency, funding, union contract, location, and length of service.
Equal Opportunity Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly. All qualified applicants will receive consideration without regard to race, color, creed, religion, national origin, sex, gender identity, disability, veteran status, or other protected characteristics.
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Join the 2,800+ MNIT professionals connecting Minnesotans to services that improve lives. As a Service Desk Analyst for MNIT DHS, you will provide application support and process service requests for applications developed, maintained, and supported by MNIT DHS, including systems used by DHS, DCYF, DCT, and MNsure (e.g., MAXIS, MMIS, SSIS, METS). The ITS2 Service Desk Analyst assists in maintaining documentation and training new staff and business partners as needed, using ITSM best practices to ensure adequate support for our business partners.
Responsibilities Provide application support and process service requests for MNIT DHS applications and related systems. Maintain documentation and assist in training staff and business partners as needed. Apply ITSM best practices to ensure support for DHS applications and related systems.
Minimum Qualifications To qualify, candidates must clearly show all of the following qualifications in their resume. Resume tips available here:
Position requires a minimum of two (2) years of user support experience in a Service Desk/Help Desk setting.
Experience must include:
Providing customer support of custom-built business applications by troubleshooting, tracking, and resolving issues with business partners.
Facilitating verbal and/or written communications between business partners and technical teams during incident resolution.
Experience with CRM systems such as BMC Helix, ServiceNow, Microsoft Dynamics or similar tools.
Experience with Microsoft Office desktop applications (Word, Excel, Outlook, PowerPoint).
Strong communication skills and a customer-focused approach grounded in active listening and solution-oriented problem-solving.
Education in IT or IT-related field may substitute for experience: master's or bachelor's degree for 1 year; associate's degree for 6 months.
Preferred Qualifications
Working knowledge of ITIL practices, service management principles, and application support processes.
Ability to analyze impacts, risks, and dependencies of changes to support and service delivery.
Ability to prioritize workload and manage tasks in an organized, timely manner.
Ability to maintain positive relationships and provide creative solutions to meet service needs.
Strongly Preferred Qualifications
Two (2) years of end-user experience with DHS business applications such as SSIS and/or MAXIS, MMIS, MnCHOICES, MN-ITS, METS.
Understanding of DHS policies and procedures governing DHS applications and technologies.
Additional Requirements
Successful candidate must pass legally required checks (SEMA4, Criminal History, Reference, Social Security/Address verification, and other checks).
MNIT does not participate in E-Verify and does not sponsor visas. Applicants must be legally authorized to work in the United States.
Work Location and Telework Onsite at 540 Cedar St., St. Paul, Minnesota at least 50% of the time, with some telework eligibility on a limited basis.
How To Apply Select “Apply for Job” at the top of the page. For questions, call the Careers Help Desk at 651-259-3637 or email careers@state.mn.us. For more information about the application process, visit http://www.mn.gov/careers.
Contact If you have questions about this position, contact Delva Lilic at delva.lilic@state.mn.us.
Connect 700 Program To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID, Working Title, and your valid Proof of Eligibility Certificate by the closing date to Delva Lilic at delva.lilic@state.mn.us.
Veterans To be considered for Veteran's Status, indicate this on your application. RSV and disabled veteran provisions apply per state statute. See the posting for details and submission requirements.
Benefits As an MNIT employee, you'll have access to health insurance and benefits, including:
Paid vacation and sick leave
12 paid holidays per year
Low-cost medical, dental, vision, and prescription plans
Pension plan and life insurance
Disability insurance and tax-advantaged spending accounts
Training, tuition reimbursement, and professional development
Programs, resources, and benefits eligibility vary by employment type, agency, funding, union contract, location, and length of service.
Equal Opportunity Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly. All qualified applicants will receive consideration without regard to race, color, creed, religion, national origin, sex, gender identity, disability, veteran status, or other protected characteristics.
#J-18808-Ljbffr