Business Systems Support Analyst

Description

The Business Systems Support Analyst is responsible for providing front-line technical support, customer service, and business systems support for Northpointe Behavioral Healthcare Systems (NBHS). Serving as the primary point of contact for staff requesting technology assistance, this position receives documents, troubleshoots, resolves, and escalates technology-related incidents and service requests while delivering exceptional customer service.

This position supports the daily use of workstations, laptops, mobile devices, telephones, printers, Microsoft 365 services, approved software applications, and other end-user technologies. The Business Systems Support Analyst is expected to provide prompt, professional, and courteous support while maintaining confidentiality, safeguarding agency information, and supporting the mission, vision, and values of Northpointe.

The Business Systems Support Analyst serves as a customer-facing representative of the Information Technology Department and plays a key role in maintaining staff productivity by helping employees effectively, safely, and efficiently utilize agency technology resources.

In addition to end-user support responsibilities, this position contributes to the organization's business intelligence, reporting, and data analytics initiatives. The Business Systems Support Analyst serves as a liaison between agency departments and the Information Technology Department. Through collaboration, the position identifies reporting needs, gathers business requirements, develops data-driven solutions, and supports informed decision-making through the creation, maintenance, and enhancement of reports, dashboards, data visualizations, and other business intelligence tools.

This position utilizes SQL databases, Microsoft Power BI, and other approved reporting solutions to develop and maintain operational, management, and executive-level reporting resources. The position is responsible for helping ensure the accuracy, integrity, and usefulness of organizational data while supporting agency performance measurement, operational reporting, and strategic initiatives.

• This position will actively support the mission, vision, and values of the agency.
• The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Associate’s degree in Information Systems, Computer Science, Data Analytics, Business Information Systems, or a related field preferred; or an equivalent combination of education, training, and experience.
• Previous experience in help desk, desktop support, business systems support, reporting, data analytics, or customer service preferred.
• Experience supporting Microsoft Windows, Microsoft 365, Outlook, Teams, One Drive, Power BI, and other common business applications preferred.
• Experience writing SQL queries, working with relational databases, and developing or maintaining Power BI dashboards and reports preferred.
• Experience gathering business requirements, validating data, and creating operational, management, or executive-level reporting preferred.
• General knowledge of computer hardware, mobile devices, printers, workstation operating systems, user accounts, permissions, and basic network connectivity required.
• Valid Driver’s License required.

• Strong customer service, interpersonal, listening, written and verbal communication skills.
• Ability to provide professional and courteous assistance to staff.
• Working knowledge of Microsoft Windows, Microsoft 365, Outlook, Teams, One Drive, Power BI, and common business applications.
• Working knowledge of SQL, relational databases, data visualization, and business intelligence concepts.
• General knowledge of workstations, laptops, printers, scanners, mobile devices, peripheral equipment, and basic network connectivity.
• Ability to troubleshoot routine technology issues, document resolutions, and appropriately escalate complex incidents.
• Ability to gather business requirements, analyze…