Public Health Analyst – Management Analyst

CACI International Inc

. Serve as a primary Help Desk resource for NHSN Groups and Super Groups and respond to routine, complex, and escalated tickets .

Posted 9/21/2026full-timeRemote • United StatesMid-LevelSenior💰 $57,500 - $117,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Proficient in Help Desk operations with a focus on NHSN Groups and Super Groups, including user and facility administration. Skilled in developing and maintaining operational documentation, knowledge articles, and process improvement initiatives.

Highest-signal resume keywords

Bachelor's DegreeExperience With NHSN GroupsServiceNow Knowledge ManagementSharePoint AdministrationDocument Governance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Help Desk OperationsUser AdministrationProcess ImprovementSOP DevelopmentKnowledge Base Management

Soft Skills

Strong Written SkillsAnalytical SkillsOrganizational SkillsVerbal CommunicationCollaboration

Tools & Technologies

ServiceNowSharePoint

Certifications & Qualifications

Public Trust Level 5 Clearance

Industry Keywords

Public HealthHealthcareInformation SystemsBusiness Analysis

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Serve as a primary Help Desk resource for NHSN Groups and Super Groups and respond to routine, complex, and escalated tickets
Maintain proficiency in Group and Super Group functionality, including user, facility, access, and administrative processes
Research and resolve issues using approved procedures, business rules, and guidance; escalate exceptions, risks, or unresolved issues
Provide subject matter guidance, peer support, and general Tier 1 user support
Identify recurring issues, support trends, process gaps, and documentation needs and recommend improvements
Develop and maintain guidance, job aids, standard responses, and support resources
Coordinate the development, review, revision, publication, periodic review, and retirement of Help Desk Knowledge Base articles
Review Knowledge Base content for accuracy, clarity, consistency, usability, duplication, and alignment with current processes
Coordinate content validation with SMEs, process owners, and stakeholders
Maintain article ownership, status, review schedules, revision history, and lifecycle records
Coordinate the organization and lifecycle management of SOPs, work instructions, job aids, process guides, templates, and operational documentation
Maintain document controls, inventories, versioning, review dates, approval status, revision history, and archival
Support administration and organization of SharePoint or other approved document repositories
Analyze Help Desk inquiries and operational information to identify trends, recurring problems, documentation needs, and process improvement opportunities
Support standardized Help Desk processes, procedures, and internal controls
Assist with workflow evaluations, improvement initiatives, and approved process changes
Collaborate with Help Desk Managers, SMEs, technical teams, project staff, and government stakeholders
Provide subject matter guidance, peer support, training materials, and communications
Coordinate assigned specialty, Knowledge Base, and documentation management activities under Help Desk Management oversight

Requirements

What you’ll need

Bachelor’s degree required
Relevant experience supporting public health, healthcare, information systems, Help Desk operations, program support, business analysis, or similar functions
Experience with NHSN Groups, Super Groups, or related user, facility, and access administration
Experience with ServiceNow, including incident and/or Knowledge Management functionality
Experience with SharePoint, Knowledge Base administration, document governance, workflow analysis, or process improvement
Experience researching and resolving user or operational issues and translating complex information into clear guidance
Experience developing or maintaining SOPs, knowledge articles, job aids, work instructions, or other operational documentation
Strong written, verbal, analytical, and organizational skills
Ability to manage multiple assignments and work effectively with managers, SMEs, technical teams, peers, and end users
Able to obtain and maintain Public Trust Level 5 clearance

Benefits

Comp & perks

Flexible time off benefit
Robust learning resources
Healthcare benefits
Wellness benefits
Financial benefits
Retirement benefits
Family support benefits
Continuing education benefits
Time off benefits
Competitive compensation
Learning and development opportunities