Help Desk Data Analyst Jobs in Florida (NOW HIRING)

Do you want your voice heard and your actions to count?

Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 7th largest financial group in the world. Across the globe, we’re 120,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, building long-term relationships, serving society, and fostering shared and sustainable growth for a better world.

With a vision to be the world’s most trusted financial group, it’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. This means investing in talent, technologies, and tools that empower you to own your career.

Join MUFG, where being inspired is expected and making a meaningful impact is rewarded.

The selected colleague will work at an MUFG office or client sites four days per week and work remotely one day. A member of our recruitment team will provide more details.

Job Summary

In this role you will focus on managing all processes related to the ongoing governance of the MUFG Union Bank knowledge base, including its overall health and best practices.  The KB articles you will create and manage contain the identification, prioritization, support, and resolution of end-user service requests and incident issue resolution (level two/field support).

Other responsibilities include defining, maintaining, and reporting on service level agreement (SLA) compliance and metrics and working closely with business and technology teams to forecast demand, deploy end-point technologies, and drive continuous improvements across process and technology used by our employees and our support organization.

The Service Desk Data Analyst is a critical role within our IT Service Management (ITSM) operation. This team supports internal operations and employees.  The Service Desk Data Analyst is primarily focused on ensuring a world class employee experience in all aspects related to technology by enabling our Service Desk team through knowledge base, training, process improvement, ensuring availability and capability of support tools, recommendations for and implementation of improvements through process, technical, and trend analysis, supporting special projects, and serving as escalation point to the Service Desk team and management as advanced members of the support organization.  You will also engage with other areas of the IT organization and advance issues that extend beyond level 1 & 2 span of control.

The Service Desk Data Analyst will also provide first contact support for all internal employees as well as customer facing problems related to hardware, software, networking, and will support our major incident management group by representing Service Desk during incident management operations.

To be successful in this role, you will rely on your proven IT troubleshooting skills, analytical aptitude, broad technical knowledge, and supervisory experience to “hit the ground running”. “

Responsibilities:

• Maintain the KBA lifecycle by building and maintaining the MUFG Bank knowledge base to support colleagues with training, validation and troubleshooting of all hardware and software issues.
• Capture, organize, and disseminate KB documentation, troubleshooting and training material to the global IT Service Desk.
• Actively communicate and collaborate with other departments and teams to ensure the creation of accurate KB documentation.
• Monitor and support escalated tickets using the MUFG Bank support tool Service Now to create and update KB articles.
• Actively work with the Service Desk and other departments to ensure IT support is trained and prepared for any and all changes. 
• Build relationships with similar support teams to promote communication and cross functional relationships.
• Take an active role in support turnover by meeting with business, application, system, and process owners to understand the support scope, create KB articles and train the team. 
• Align with other teams in the company on a regular basis to ensure the Knowledge Base is accurate and current.
• Provide back up support as needed.

Qualifications/ Skills:

• 5+ years' experience in IT delivery services across a large organization required
• Experience administering and managing the ServiceNow Knowledgebase (or similar tool)
• Proficiency in Technical documentation
• Microsoft Azure Active Directory (AAD), Intune Endpoint Manager, and Microsoft Active Directory administration.
• Proficiency Cisco WebEx Content Center and Cisco Jabber
• Citrix Virtual Desktop, Citrix Workspace, and Microsoft Virtual Desktop administration.
• Proficiency with command line, PowerShell, and comprehension of scripting commonly used in Windows environments for purpose of understanding expected behaviors and troubleshooting issues.
• Proficiency in network fundamentals: TCP/IP, DNS, VPN, firewalls, proxies, Wi-Fi, VoIP, application of 802.1x protocol, and ability to troubleshoot network issues from endpoints within this scope.
• Proficiency in troubleshooting Microsoft Windows operating systems.
• Proficiency in Microsoft 365 Suite including resolving Outlook profile, archive, permissions issues, Teams, SharePoint, OneDrive, and OneNote issue.
• Proficiency in administering and troubleshooting print services through printer servers and direct to IP printing.
• Proficiency in administering Network file sharing including drive mapping, permissions, and troubleshooting.
• Proficiency with Service Now ITSM: Advanced ability to create reports, dashboards, and manipulate data for technical and trend analysis.
• Familiarity with Linux / Unix is a plus.
• Familiarity with ACD Tools (Avaya or Cisco a plus): Operations, reporting, skill-based call routing administration, IVR administration.
• Remote access/support tools: RDP, VDI Shadowing, Bomgar or similar remote support applications, and PsExec.
• Familiarity supporting VPN issues.
• Familiarity supporting multi-factor authentication (RSA, MS MFA, etc.).
• Familiarity with home network troubleshooting.
• Experience in collaborating with offshore and other IT infrastructure teams.     "

Education

Bachelor's degree in Computer Science or a closely-related discipline, or an equivalent combination of formal education and experience

The typical base pay range for this role is between $34 per hour - $43 per hour depending on job-related knowledge, skills, experience and location. This role may also be eligible for certain discretionary performance-based bonus and/or incentive compensation. Additionally, our Total Rewards program provides colleagues with a competitive benefits package (in accordance with the eligibility requirements and respective terms of each) that includes comprehensive health and wellness benefits, retirement plans, educational assistance and training programs, income replacement for qualified employees with disabilities, paid maternity and parental bonding leave, and paid vacation, sick days, and holidays. For more information on our Total Rewards package, please click the link below.                    

MUFG Benefits Summary

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. We are proud to be an Equal Opportunity Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate on the basis of race, color, national origin, religion, gender expression, gender identity, sex, age, ancestry, marital status, protected veteran and military status, disability, medical condition, sexual orientation, genetic information, or any other status of an individual or that individual’s associates or relatives that is protected under applicable federal, state, or local law.