Public Health Analyst (Management Analyst)

The Opportunity:
CACI seeks a detail-oriented and analytical Public Health Analyst (Management Analyst) to support CDCs National Healthcare Safety Network (NHSN) Help Desk. This position will provide specialized support for NHSN Groups and Super Groups and coordinate Knowledge Base and internal documentation management activities.

The Analyst will serve as a subject matter resource resolve assigned Help Desk inquiries and support the maintenance of accurate consistent and current operational guidance. The position will work closely with Help Desk Managers functional leads subject matter experts (SMEs) and project staff and will operate under established Help Desk management and approval processes.


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

• Maintain strong proficiency in Group and Super Group functionality including related user facility access and administrative processes.
• Research and resolve issues using approved procedures business rules and guidance; escalate exceptions risks or unresolved issues to Help Desk Management.
• Provide subject matter guidance and peer support to Help Desk staff and assist with general Tier 1 user support as operational needs require.
• 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 other support resources.
Knowledge Base Management

• Coordinate the development review revision publication periodic review and retirement of Help Desk Knowledge Base articles.
• Review content for accuracy clarity consistency usability duplication and alignment with current Help Desk processes.
• Coordinate content validation with SMEs process owners and other stakeholders.
• Prepare Knowledge Base content for Help Desk Manager review and approval before publication or substantive revision.
• Maintain article ownership status review schedules revision history and other lifecycle records.
• Identify Knowledge Base gaps using ticket trends recurring questions process changes and staff feedback.
• Implement approved content changes and provide status updates and recommendations to Help Desk Management.

Internal Documentation Management

• Coordinate the organization and lifecycle management of Help Desk SOPs work instructions job aids process guides templates and other operational documentation.
• Maintain document controls including ownership versioning review dates approval status revision history and archival.
• Coordinate document reviews and identify outdated duplicative inconsistent or missing content.
• Ensure approved process changes are reflected across applicable Help Desk documentation Knowledge Base content training materials and support resources.
• Support administration and organization of SharePoint or other approved document repositories.
• Maintain documentation inventories and status information to support management oversight.

Operational Analysis and Process Improvement

• Analyze Help Desk inquiries and operational information to identify trends recurring problems documentation needs and process improvement opportunities.
• Support development and implementation of standardized Help Desk processes procedures and internal controls.
• Assist Help Desk Managers with workflow evaluations improvement initiatives and implementation of approved process changes.
• Maintain documentation of assigned activities findings recommendations and work status.

Collaboration and Staff Support

• Work collaboratively 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 assigned specialty Knowledge Base and documentation management activities under the direction and oversight of Help Desk Management.

Refer matters requiring operational authority or formal approval to the appropriate Help Desk Manager

Qualifications:

Required:
Bachelors degree required; Masters degree preferred.

• 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.
  
  
  

What You Can Expect:

A culture of integrity.

At CACI we place character and innovation at the center of everything we do. As a valued team member youll be part of a high-performing group dedicated to our customers missions and driven by a higher purpose to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. Youll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together we will advance our nations most critical missions build on our lengthy track record of business success and find opportunities to break new ground in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including but not limited to geographic location Federal Government contract labor categories and contract wage rates relevant prior work experience specific skills and competencies education and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI you will receive comprehensive benefits such as; healthcare wellness financial retirement family support continuing education and time off benefits.

Since this position can be worked in more than one location the range shown is the national average for the position.

The proposed salary range for this position is:

CACI is anEqualOpportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex pregnancy sexual orientation age national origin disability status as a protected veteran or any otherprotectedcharacteristic.