Public Health Analyst – Management Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary Help Desk contact for NHSN Groups and Super Groups, handling routine, complex, and escalated support tickets.

• Ensure expertise in Group and Super Group functionalities, including user, facility, access, and administrative processes.

• Research and troubleshoot issues following established procedures, business rules, and guidelines; escalate exceptions, risks, or unresolved concerns as needed.

• Offer subject matter expertise and peer assistance to Help Desk personnel while supporting Tier 1 user inquiries.

• Recognize recurring problems, support trends, process deficiencies, and documentation requirements, making recommendations for enhancements.

• Create and manage guidance materials, job aids, standardized responses, and support resources for Group and Super Group operations.

• Oversee the creation, review, revision, publication, periodic evaluation, and retirement of Help Desk Knowledge Base articles.

• Evaluate Knowledge Base content for accuracy, clarity, consistency, usability, redundancy, and alignment with current operational practices.

• Facilitate content validation with subject matter experts, process owners, and stakeholders.

• Prepare Knowledge Base articles for review and approval by the Help Desk Manager.

• Manage article ownership, status, review timelines, revision history, and lifecycle documentation.

• Identify gaps within the Knowledge Base and implement approved content modifications.

• Organize and manage the lifecycle of Help Desk Standard Operating Procedures (SOPs), work instructions, job aids, process guides, templates, and operational documents.

• Maintain document controls, inventories, versioning, review dates, approval status, revision history, and archival processes.

• Coordinate document reviews and ensure that approved process modifications are reflected across all documentation, Knowledge Base content, training materials, and support resources.

• Assist in the administration and organization of SharePoint or other authorized document repositories.

• Analyze Help Desk inquiries and operational data to identify trends, recurring issues, documentation needs, and opportunities for process enhancement.

• Support standardized Help Desk processes, procedures, and internal control measures.

• Aid Help Desk Managers in workflow assessments, improvement initiatives, and approved process adjustments.

• Document assigned activities, findings, recommendations, and work statuses comprehensively.

• Collaborate with Help Desk Managers, subject matter experts, technical teams, project personnel, and government stakeholders.

• Provide subject matter expertise, peer support, training materials, and communications within designated specialty areas.

• Manage specialty, Knowledge Base, and documentation management tasks under the supervision of Help Desk Management.

• Refer issues needing operational authority or formal approval to the relevant Help Desk Manager.

⛳️ Requirements

• A Bachelor’s degree is required.

• Relevant experience in supporting public health, healthcare, information systems, Help Desk operations, program support, business analysis, or similar roles.

• Familiarity with NHSN Groups, Super Groups, or related user, facility, and access administration.

• Experience with ServiceNow, particularly in incident and/or Knowledge Management functionalities.

• Proficient in SharePoint, Knowledge Base administration, document governance, workflow analysis, or process improvement.

• Demonstrated experience in researching and resolving user or operational issues while simplifying complex information into clear guidance.

• Proven ability to develop or maintain SOPs, knowledge articles, job aids, work instructions, or other operational documentation.

• Strong written, verbal, analytical, and organizational abilities.

• Capable of managing multiple assignments and collaborating effectively with managers, subject matter experts, technical teams, peers, and end users.

• Must be able to obtain and maintain Public Trust Level 5 clearance.

🏝️ Benefits

• Flexible time off benefit.

• Comprehensive learning resources.

• Opportunities for learning and development.

• Healthcare benefits.

• Wellness benefits.

• Financial benefits.

• Retirement benefits.

• Family support benefits.

• Continuing education benefits.

• Time off benefits.