We are seeking a hybrid Business Analyst / Service Desk Analyst to support both technical troubleshooting and business process improvement initiatives. This role is ideal for professionals with 13 years of service desk or application support experience who are ready to grow into a business analyst role. Youll work closely with internal stakeholders, including dealership teams, to resolve issues, gather and analyze requirements, and support enterprise systems such as Microsoft Dynamics CE. This position requires a solid understanding of business change processes, the ability to assess impacts, and strong documentation and communication skills. Familiarity with SSO integrations, SAML authentication, and a willingness to take on on-call responsibilities are essential. This role can pay anywhere from 26-31 hourly depending on relevant experience level.
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Bachelors degree in Business Administration, Information Technology, Computer Science, or related field.
35 years of experience in business analysis, including requirements gathering and stakeholder engagement.
13 years of experience in service desk, helpdesk, or application support roles.
Familiarity with:
o SSO integrations and SAML authentication
o Microsoft Dynamics CE
o SharePoint-based applications
Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).
Experience with ITSM tools such as ServiceNow and Azure DevOps (ADO).
Strong analytical, problem-solving, and communication skills.
Ability to translate technical concepts for business users and vice versa.
Willingness to take on on-call responsibilities as needed.
Certifications such as CBAP, CDMP, CBIP, or ITIL Foundation.
Experience in the automotive industry or supporting dealership operations.
Familiarity with cloud environments (Azure preferred); cloud certification is a plus.
Exposure to data analysis tools (e.g., SQL, Power BI, Excel PivotTables).
Experience with Agile or Waterfall project methodologies.
Ability to create process flows, use cases, and business process diagrams.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.