IT Support Project Analyst - GardaWorld

Job Description

Position Summary
The IT Support Project Analyst is responsible for supporting the Help Desk team by planning and executing IT projects which fall outside the scope of user support. The IT Project Analyst is also responsible for ensuring an equal flow of communications through all business units, keeping the field and stakeholders up to date with relevant IT project work.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Coordinate project activities, track progress, and report on milestones across multiple business units.
• Assist in creating project plans, timelines, and resource allocation.
• Maintain knowledge base articles and documentation for common issues.
• Analyze data related to IT projects, such as system performance metrics, user feedback, and incident reports.
• Prepare, submit, and track CAB documentation to ensure alignment with IT infrastructure.
• Communicate changes to end-users, manage expectations, and address resistance.
• Evaluate vendor performance and recommend improvements.
• Participate in testing and quality assurance activities for IT projects.
• Maintain accurate project documentation, including meeting minutes, project status reports, and risk assessments.
• Ensure compliance with organizational policies and procedures.
• Coordinate IT resources to complete project objectives.
• Work 2nd level support tickets as assigned.
• Assist with office relocation and business acquisition projects.
• Performs other duties as assigned.

• Associate degree in Computer Science, Information Technology, or related field. PM certificates preferred
• Relevant certifications (e.g., CompTIA A+, ITIL, PMP) are a plus.
• Strong analytical skills and attention to detail.
• Excellent communication and interpersonal abilities.
• Proficiency in project management tools and software.
• 3-4 years of experience in the project management/ coordination field.

• Professional, self-motivated, flexible, and able to meet deadlines under a high-volume workload in a fast-paced, constantly changing environment
• Self-starter and demonstrated the ability to prioritize and manage multiple demands
• Ability to work effectively as part of a team and interact with all levels of the organization
• Attention to detail and good organization and communication skills
• Excellent customer service skills
• Ability to interpret a variety of instructions in written or verbal form
• Positive attitude, ethics, and values which support our company’s values, team, environment, and a high-performance culture
• Must successfully pass an extensive background screening which may include criminal record checks (local, state, and federal), drug test, skills assessment test, interviews, and personality profile
• Negative result on pre-employment drug screen

Qualifications

Education