Staff IT Analyst I - Workplace Engineering

The Staff IT Analyst is responsible for analyzing service desk and desktop support operations, establishing and measuring operational KPIs and SLAs, identifying opportunities for automation and prevention, and driving initiatives that improve service quality while reducing support demand. This role serves as a strategic partner to Desktop Support leadership and collaborates across Help Desk, Endpoint Engineering, Access Management, Microsoft 365, and Infrastructure teams to improve operational efficiency, ticket quality, customer experience, and overall service health.

• Lead projects with the expectation all assigned analysis work within a specific domain, is completed with minimal supervision to include defining the work to be done as well as setting and meeting deadlines for that work. Communicate effectively with managers as well as colleagues, coordinate discussions with subject matter experts to gather requirements and review artifacts, complete project status reports, and identify and/or resolve technical problems.
• Capture and upkeep KRIs, KPIs, or Operational Metrics, while developing lists of critical documentation, artifacts supporting project activities, and completing high quality and accurate deliverables.
• Leverage Risk Management experience from a large financial institution subject to heightened standards, specifically in risk, compliance, or corporate governance.
• Analyze Desktop Support incidents, service requests, and operational workloads to identify trends, recurring issues, root causes, and opportunities for service improvement.
• Develop, maintain, and report on Desktop Support operational metrics, including SLAs, KPIs, ticket aging, backlog health, assignment accuracy, resolution times, first-contact resolution rates, and customer satisfaction measures.

• 3+ years of related experience.
• Bachelor’s degree in related field required.
• Entry level to intermediate knowledge of general Financial Services or Banking is preferred.
• Entry level to intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Intermediate to advanced in process and data analysis within a specific domain or functional area utilizing critical thinking skills.
• Intermediate to advanced working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.
• Intermediate speaking and writing communication skills.
• Occasional travel required.
• Knowledge of desktop support operations, endpoint management, virtual desktop infrastructure (VDI), Windows platforms, and Microsoft 365 services.
• Ability to translate operational data into actionable business recommendations.
• Strong collaboration, facilitation, and communication skills.
• Continuous improvement mindset with experience driving automation and process optimization initiatives.

We offer all the important things you’d want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands - Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank - that remain part of the company’s heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company.