Service Desk Business Analyst

Oshkosh Corporation Mcconnellsburg , PA 17233

Posted 2 months ago

For many of our team members, this is more than a career. It's a calling. Oshkosh Corporation is home to thousands of difference-makers working together to build, serve and protect communities across the globe. As part of a People First culture, you'll be encouraged and empowered to take ownership of your work, develop your career and make a real impact on the world around you.

From the front lines to the firehouse, the people we serve are driven by a sense of purpose. The people who work here are no different. Oshkosh team members collaborate around the world and around the clock to build something greater than themselves. Because someone, somewhere is counting on us to make a difference.

How You Make an Impact:

These duties are not meant to be all-inclusive and other duties may be assigned.

  • Oversee the relationship with the Oshkosh Service Desk provider to ensure world-class Service Desk support is provided for all Oshkosh team members

  • On-Board support services to the Service Desk for Oshkosh applications and hardware

  • Participate in project efforts to ensure Service Desk support available

  • Host weekly meetings with the Oshkosh Service Desk representatives to review metrics, upcoming initiatives that may impact the Service Desk and discuss support concerns.

  • Participate in monthly Service Desk meetings with vendor leadership team to review SOW compliance and discuss new initiatives.

  • Act as the point of contact for Service concerns surrounding Service Desk Support

  • Host monthly meetings with DT teams to review service concerns and improvement initiatives implemented to address concerns

  • Perform QA and review metrics to ensure the Oshkosh Service Desk vendor is meeting SOW requirements

  • Assist in analyzing ticketing data

  • Assist in providing / updating knowledge base articles used by the Oshkosh Service Desk Teams

  • Work in conjunction with DT teams and business users to understand Service Desk support needs and continually strive to improve the services offered by the Service Desk to Oshkosh team members

  • Maintain a broad understand of the hardware and applications in use within the Oshkosh organization

  • Review upcoming functionality available within Service Now surrounding the incident, request and chat functions and recommend implementations that would benefit Oshkosh team members

  • Participate in testing Service Now releases

MINIMUM QUALIFICATIONS:

  • Bachelor's degree in Computer Science, Information Systems or equivalent.

  • Three (3) or more years of experience in Business Analysis, Information Technology, or in a related area.

  • Analytical, written, and verbal communication skills.

  • Experience and proficiency with various web-based software applications including Microsoft Office Word, Excel, PowerPoint, SharePoint, etc.

  • Exceptional Customer Service Skills

  • Attention to detail, problem solving, and decision making skills.

  • Ability to travel up to 20%.

PREFERRED QUALIFICATIONS:

  • Experience working independently and taking initiative.

  • Ability to guide less experienced business analysts.

  • Knowledge and understanding of IT Infrastructure Library (ITIL) Service Management.

  • Experience providing customer service across a wide range of applications

Oshkosh Corporation is an Equal Opportunity and Affirmative Action Employer. This company will provide equal opportunity to all individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Information collected regarding categories as provided by law will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation's legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.


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