Service Desk Functional Analyst

Role Overview

We are looking for a Service Desk Functional Analyst to help with the configuration, optimization, and continuous improvement of our service desk. This role is key to ensuring that our technology infrastructure and business processes are aligned and operating at peak efficiency.

Design and optimize service desk workflows, configure Service Requests in our service catalog, and identify opportunities for automation that improve efficiency and user experience.

The ideal candidate will meet with customers to design and optimize service desk workflows, collaborate with key stakeholders across departments, and analyze service desk metrics to identify areas for workflow enhancement.

• Experience working in or supporting a service desk environment with understanding of service desk operations and workflows.
• Experience designing service desk workflows, optimizing processes, and implementing automation.
• Excellent problem‑solving skills and attention to detail.
• Experience collaborating with corporate teams for designing service desk workflows, optimizing processes, and implementing automation.
• Experience in Design Intelligence.
• Ability to communicate complex technical concepts to non‑technical stakeholders and translate business requirements into automated workflows.
• Hands‑on experience configuring service desk platforms and service catalogs (Fresh Service strongly preferred; Service Now, Remedy, or similar platforms also applicable).
• Bachelor's degree or 4 years of relevant experience.

Annual salary is just one aspect of Steampunk’s total compensation package for employees. Learn more about additional Steampunk benefits here.