ICON CONSULTING GROUP INC jobs

IT Systems Analyst - EIT Operations & End User Support Shift: Standard business hours (Mon-Fri) This role supports business processes and system requirements through the design, configuration, implementation, administration, and reporting of IT systems for the EIT Operations and End User Support teams. The position focuses on delivering actionable insights using SSRS, Microsoft Power Platform, and Visual Studio, while also administering the ServiceNow ITSM and Knowledge Management platforms and supporting general ticket management workflows. Key Responsibilities Develop and maintain reports using SSRS, Power BI, and Visual Studio. Build automation and reporting solutions with Power Platform (Power BI, Power Automate, Power Apps). Serve as System Administrator for ServiceNow ITSM and Knowledge Management platforms. Design and maintain dashboards, Balanced Scorecard (BSC) reports, and performance metrics for leadership. Track and report on SLOs and KPIs for internal teams and vendor performance. Recommend Service Level Management (SLM) improvements and identify operational efficiency opportunities. Manage the report lifecycle: planning, implementation, maintenance, review, and retirement. Support ticket management processes by monitoring, analyzing, and reporting on service requests and incident trends. Respond to user inquiries and provide support for reporting and system administration issues. Participate in project meetings to gather reporting requirements and advise on system capabilities and timelines. Support data conversion, customer satisfaction surveys, and ITSM tool expansion to additional business units. Minimum Qualifications Bachelor's degree in Computer Science, Information Systems, or related field or equivalent experience. 3+ years of experience in an Operations or Service Desk environment with a focus on metrics, reporting, and ticket management. Proficiency with: SSRS, Power BI, Power Automate, Power Apps, Visual Studio. Hands-on experience with ServiceNow or similar ITSM platforms. Strong proficiency in Microsoft Office 365 (Excel, PowerPoint, Outlook, Teams). Excellent communication, analytical, and problem-solving skills.