End User Support Analyst IV

Location: Chicago, Illinois — hybrid

Salary: $32–$35 per hour

Company

hirify.global provides consulting and technology services.

What you will do

• Analyze Service Desk, incident, request, workforce, quality, customer satisfaction, service-level, and self-service data to identify trends and improvement opportunities.
• Build dashboards, scorecards, forecasts, executive reports, and data-governance documentation.
• Lead moderately complex projects from intake and requirements gathering through testing, implementation, adoption, and post-launch measurement.
• Map support workflows, identify process gaps, and design future-state processes that improve resolution time, first-contact resolution, quality, security, customer satisfaction, and cost efficiency.
• Evaluate and prioritize automation, self-service, intelligent routing, agent-assist, chatbot, AI, and robotic process automation opportunities.
• Coordinate user acceptance testing, defect resolution, implementation readiness, training, communications, adoption, and continuous-improvement activities.

Requirements

• Bachelor’s degree in Information Technology, Data Analytics, Business, Project Management, or a related field, or equivalent relevant experience.
• At least three years of experience in data analysis, business analysis, project coordination or management, process improvement, automation, or IT operations.
• Experience with Service Desk, help desk, contact-center, or other high-volume operational data and performance measures.
• Proficiency with spreadsheet analysis, data visualization, or business-intelligence tools, including combining, validating, analyzing, and presenting data from multiple sources.
• Working knowledge of project-management methods covering scope, schedules, risks, issues, dependencies, testing, implementation, and stakeholders.

Nice to have

• Five or more years of experience in enterprise technology support, service operations, analytics, automation, or project delivery.
• Experience with ServiceNow or a comparable IT service-management platform, contact-center technologies, and enterprise reporting environments.
• Hands-on experience with Power BI, Tableau, SQL, Python, Power Automate, robotic process automation, conversational AI, virtual agents, or low-code platforms.
• Experience with automation roadmaps, use-case assessments, benefits estimates, adoption measures, and return-on-investment analyses.
• Agile, Scrum, Waterfall, Lean, Six Sigma, ITIL, project-management, data-analytics, or automation certifications.

Culture & Benefits

• Hybrid work arrangement in Chicago, Illinois.
• Full-time consultants have access to medical, dental, vision, and 401(k) contributions.
• Benefits also include PTO, sick leave, and other benefits required by applicable state or local regulations.
• Occasional after-hours implementations or operational support may be required.