It systems analyst

REVISED & REPOSTED 6/13/24 

This position will be responsible for c onfiguring, managing, and optimizing ITSM tools such as ServiceNow, BMC Remedy, TeamDynamix or similar platforms. This includes developing workflows, forms, and reports to meet complex business requirements. This position will report to the IT Service Desk Manager. Essential Duties

• Service Management Process Design and Implementation: Designing and implementing ITSM processes like incident management, problem management, change management, and service request management according to ITIL best practices. 
• Data Analysis and Reporting: Analyzing service management data to identify trends, inefficiencies, and areas for improvement. Preparing detailed reports and dashboards for IT management and business stakeholders. 
• Integration with Other Systems: Integrating ITSM tools with other IT systems such as asset management, configuration management databases (CMDB), and monitoring tools to enhance service management capabilities. 
• Project Leadership and Vendor Management: Leading and managing ITSM-related projects, including planning, scheduling, resource allocation, and ensuring timely delivery of projects. Working with vendors for software upgrades, patches, and resolving issues with ITSM tools.
• Continuous Improvement: Continuously seeking ways to improve ITSM processes and tools. Implementing best practices and staying abreast of the latest trends in IT service management. 
• Stakeholder Communication and Collaboration: Collaborating with IT teams, business units, and external vendors to ensure ITSM processes meet business needs. Communicating effectively with stakeholders at all levels. 
• Training and Support: Providing training and support to ITSM tool users. Creating documentation and user guides to assist users in leveraging ITSM processes and tools effectively. 
• Compliance and Security: Ensuring ITSM processes and tools comply with organizational policies, regulatory requirements, and security standards. 
• Troubleshooting and Problem Resolution: Providing advanced support in troubleshooting complex issues in ITSM tools and processes.

• Training and Support: Providing training and support to ITSM tool users and end users. 

• This job is a civilian position in either a public safety department or in Information Technology with close ties to public safety. Due to the sensitive nature of this position, a public safety background is required to include motor vehicle & criminal histories, credit check, and fingerprinting.
• This job may require on-call rotation and emergency after hours, weekends, and/or holidays. 
• This job is eligible for a hybrid telework schedule after an initial probationary period and individual approval.  

The grade for this position is C44(1). Salary will be dependent on education and experience.

 
Effective 4/11/2023, this position is eligible for the Employee Referral Program.

 
Minimum Qualifications

• Bachelor’s Degree in a related field AND
• Five years of professional level computer analyst and/or systems experience
  • An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above will also be considered.
• Additional requirements such as management/supervisory experience, licenses, and/or certifications

• Bachelor's Degree in Information Technology, Computer Science, Business Systems, Information Systems AND
• Five years of  IT Systems Analyst, Service Desk, Technician, or IT Service Management Systems Admin experience
  • An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above will also be considered.
• Certification in any of the following: ADesktop Support, Application Support, Help Desk, Service Desk, HDI, Linked In Learning

For information related to position-specific essential duties, knowledge and skills, and physical requirements, please click here .

 
Note:  The class specifications listed on this website are not the official class specifications for Gwinnett County and are subject to change. For more information about this department, please click here .  About Gwinnett County Welcome to Gwinnett County — one of America's fastest-growing counties for the past 20 years. Our dynamic and exciting county combines the best of big-city living with the comforts of the suburbs.

 
The county's population in 2000 was about 588,448 and we’ve only continued to grow since then, with the population expected to reach one million by the year 2022.

 
Gwinnett has many advantages, beginning with its location and road system. The county is just 45 minutes from Hartsfield-Jackson Atlanta International Airport and 30 minutes from downtown Atlanta. Thanks to this location, 80 percent of the U.S. population is within a two-hour flight. Georgia Highway 316 has been extended to Athens, reducing travel time to the University of Georgia to 25 minutes. Gwinnett's infrastructure includes more than 2,750 miles of roadways to provide excellent mobility for our residents.

 
The County Administrator and County Attorney are appointed by the Board of Commissioners and serve at its pleasure. To implement the Board's policy directives, the County Administrator uses a management team consisting of members of his immediate staff and 14 department directors. The 14 departments that make up the executive side are Police Services, Fire and Emergency Services, Corrections, Communications, Support Services, Financial Services, Community Services, Human Resources, Information Technology Services, Law, Planning and Development, Water Resources, Child Advocacy & Juvenile Services, and Transportation. Each department is run by a director who is charged with managing operations in a manner which stresses the County’s values.

 
In addition to the executive side of County government, certain services are provided through Constitutional officers and independent elected officials. These external offices are created by the Georgia Constitution or through state law. In Gwinnett, they include the Sheriff, Tax Commissioner, District Attorney, Solicitor, Probate Court Judge, and Chief Magistrate.

 
Vision
Gwinnett is the preferred community where everyone thrives!

 
Mission
Gwinnett proudly supports our vibrantly connected community by delivering superior services.

 
Values
Integrity: We believe in being honest, building trust, and having strong moral principles.
Accountability: We believe in stewardship, transparency, and sustainability.
Equity: We believe in fairness and respect for all.
Inclusivity: We believe in engaging, embracing, and unifying our communities.
Innovation: We believe in continual adaptation of technology, process, and experience.   Hiring Process

 
Gwinnett County is an Equal Opportunity Employer. For more information regarding our hiring process, please click the links below:

Gwinnett County is committed to creating a diverse workforce. As an Equal Opportunity Employer, we prohibit discrimination on the basis of genetic information (including sex), race, color, national origin (including ancestry), gender (identity and expression), sexual orientation, age, marital status, familial status (including pregnancy), disability, military or veteran status, religion, political affiliation, immigration status, homeless status, or any other category protected by law.

 
For questions about recruitment, or to request a reasonable accommodation during the application, interview, or testing process, please call Human Resources at or email .