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, addressing routine, complex, and escalated tickets.

• Ensure a high level of proficiency in Group and Super Group functionalities, encompassing user, facility, access, and administrative processes.

• Investigate and resolve issues in accordance with established procedures, business rules, and guidelines; escalate exceptions, risks, or unresolved issues as necessary.

• Offer subject matter expertise, peer support, and general Tier 1 user assistance.

• Recognize recurring issues, support trends, process deficiencies, and documentation requirements, and propose enhancements.

• Create and maintain guidance documents, job aids, standard responses, and support resources.

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

• Evaluate Knowledge Base content for accuracy, clarity, consistency, usability, duplication, and alignment with current processes.

• Coordinate content validation efforts with subject matter experts (SMEs), process owners, and stakeholders.

• Maintain ownership of articles, tracking status, review schedules, revision history, and lifecycle records.

• Manage the organization and lifecycle of SOPs, work instructions, job aids, process guidelines, templates, and operational documentation.

• Ensure control over documents, including inventories, versioning, review dates, approval status, revision history, and archival processes.

• 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 improvement.

• Support standardized Help Desk practices, procedures, and internal controls.

• Participate in workflow evaluations, improvement initiatives, and sanctioned process modifications.

• Collaborate with Help Desk Managers, SMEs, technical teams, project staff, and governmental stakeholders.

• Provide subject matter expertise, peer support, training materials, and communications.

• Coordinate specialized activities related to Knowledge Base and documentation management under the guidance of Help Desk Management.

⛳️ Requirements

• A Bachelor’s degree is mandatory.

• 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.

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

• Experience with SharePoint, Knowledge Base management, document governance, workflow analysis, or process enhancement.

• Capability to research and resolve user or operational issues while translating complex information into clear guidance.

• Experience in developing or maintaining SOPs, knowledge articles, job aids, work instructions, or other operational documentation.

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

• Capacity to handle multiple assignments and collaborate effectively with managers, SMEs, 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.

• Healthcare benefits.

• Wellness benefits.

• Financial benefits.

• Retirement benefits.

• Family support benefits.

• Continuing education benefits.

• Additional time off benefits.

• Competitive compensation.

• Opportunities for learning and development.