Advanced Service Desk Analyst

Working Title: Advanced Service Desk Analyst
Job Class: Information Technology Specialist 3
Agency: Minnesota IT Services

• Who May Apply: Open to all qualified job seekers
• Date Posted: 12/29/2023
• Closing Date: 01/11/2024
• Hiring Agency/Seniority Unit: Minnesota IT Services
• Division/Unit: Department of Human Services / Application Support
• Work Shift/Work Hours: Day Shift
• Days of Work: Monday – Friday
• Travel Required: No
• Salary Range: $31.47 – $51.73 / hourly; $65,709 – $108,012 / annually
• Job Class Option: Application
• Classified Status: Classified
• Bargaining Unit/Union: 214 – MN Assoc of Professional Empl/MAPE
• FLSA Status: Nonexempt
• Telework Eligible: Yes
• Designated in Connect 700 Program for Applicants with Disabilities: Yes

Make a difference in the lives of Minnesotans.

The work you’ll do is more than just a job. Join the talented, engaged and inclusive workforce dedicated to creating a better Minnesota.

Join the 2,500+ professionals of Minnesota IT Services (MNIT) who connect Minnesotans to services that will improve their lives. This position serves our partners at Minnesota’s largest state agency, the Department of Human Services (DHS). The MNIT DHS team supports complex and varied technical needs, including systems that provide health care coverage, deliver child protection and welfare services, and provide support for Minnesotans with special needs including mental illness, chemical dependencies, and physical or developmental disabilities.

As an Advanced Service Desk Analyst, you will perform advanced assistance and support for applications developed, maintained, and supported by MNIT partnering with DHS/MNsure.  Specific applications include: MAXIS, MMIS (Medicaid Medical Information System), SSIS (Social Security Information System), METS (Minnesota Eligibility Technical System), and many other MNIT DHS/MNsure applications. You will serve as a Lead Worker and primary Subject Matter Expert for the MNIT DHS/MNsure Service Desk.

In addition to application support activities, you will maintain documentation, provide training to new staff and business partners as needed, and participate on project teams as a Service Desk expert to help determine new or changes needed to support processes to meet the support requirements for project deliverables. This position will utilize and implement ITIL (Information Technology Infrastructure Library) Service Management best practices as needed to ensure the MNIT DHS/MNsure applications perform as needed by our business partners.

This position is currently eligible for full-time telework: 

• Telework for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in Saint Paul, Minnesota.
• Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible.

Minimum Qualifications

Candidates must clearly demonstrate all of the following qualifications in their resume.

This position requires a minimum of three (3) years of application support and development experience.

Experience must include the following:

• Directly providing application support using current technologies with the ability to learn future technologies
• Working directly with multiple IT service teams (Application Development, Business Analysis, Database Analysis, Application Support, Quality Assurance, etc.)
• Working directly with contractors and vendors
• Working in a multi-tiered Service/Help Desk or Call Center environment
• Ability to deliver effective verbal or written messages that facilitate a mutual understanding on both parties
• Customer service skills that include active listening, empathy, and problem-solving to analyze needs, present options, and troubleshoot issues

A master’s degree in Information Technology or a related field substitutes for three (3) years of experience, OR a related bachelor’s degree substitutes for two (2) years, OR a related associate’s degree substitutes for one (1) year.

Preferred Qualifications

• Functional knowledge in one or more of the major applications supported by MNIT partnering with DHS/MNsure to be able to perform incident triage and determine if they are of a technical or business nature
• Thorough understanding of the policies and procedures governing the use of the application and available technologies
• Working knowledge of ITIL best practices, terms, and definitions
• Proficiency in the processes, procedures, and tools used by the MNIT DHS/MNsure Service Desk in order to record, assess, track, and communicate issues and their resolutions to technical IT staff, business application users, and management
• Demonstrate the skills needed to answer customer questions in a timely, professional, and accurate manner
• Possess the ability to analyze proposed changes to the application and assess and articulate the functional impact and associated risks to those changes will have to the application’s support processes
• Ability to recognize the difference between critical and non-critical situations effectively and act accordingly with the ability to understand and establish work priorities

Additional Requirements

It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following:

• SEMA4 Records Check (applies to current and past state employees only)
• Criminal History Check
• Reference Check
• Social Security and Address Verification
• Education Verification
• Other legally required checks

Minnesota IT Services will not sponsor applicants for work visas. All applicants must be legally authorized to work in the United States.