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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 .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Help Desk operations, including user and facility administration, Knowledge Base management, and process improvement. Proficient in developing operational documentation and providing subject matter guidance to support public health and healthcare initiatives.
Highest-signal resume keywords
Help Desk OperationsKnowledge Base AdministrationServiceNow ExperienceSharePoint ManagementPublic Health Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
User AdministrationFacility AdministrationAccess AdministrationSOP DevelopmentWorkflow AnalysisIncident ManagementProcess ImprovementOperational DocumentationBusiness AnalysisIssue Resolution
Soft Skills
Strong Written CommunicationStrong Verbal CommunicationAnalytical SkillsOrganizational SkillsCollaboration
Tools & Technologies
ServiceNowSharePoint
Certifications & Qualifications
Public Trust Level 5 Clearance
Industry Keywords
NHSN GroupsSuper GroupsHealthcarePublic HealthDocument Governance
Tech Stack
Tools & technologiesServiceNow
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 and peer support to Help Desk staff and assist with Tier 1 user support
- Identify recurring issues, support trends, process gaps, and documentation needs and recommend improvements
- Develop and maintain Group and Super Group 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
- Prepare Knowledge Base content for Help Desk Manager review and approval
- Maintain article ownership, status, review schedules, revision history, and lifecycle records
- Identify Knowledge Base gaps and implement approved content changes
- Coordinate organization and lifecycle management of Help Desk SOPs, work instructions, job aids, process guides, templates, and operational documentation
- Maintain document controls, inventories, versioning, review dates, approval status, revision history, and archival
- Coordinate document reviews and ensure approved process changes are reflected across documentation, Knowledge Base content, training materials, and support resources
- 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 Help Desk Managers with workflow evaluations, improvement initiatives, and approved process changes
- Maintain documentation of assigned activities, findings, recommendations, and work status
- Collaborate with Help Desk Managers, SMEs, technical teams, project staff, and government stakeholders
- Provide subject matter guidance, peer support, training materials, and communications within assigned specialty areas
- Coordinate specialty, Knowledge Base, and documentation management activities under Help Desk Management oversight
- Refer matters requiring operational authority or formal approval to the appropriate Help Desk Manager
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
- Learning and development opportunities
- Healthcare benefits
- Wellness benefits
- Financial benefits
- Retirement benefits
- Family support benefits
- Continuing education benefits
- Time off benefits