Summer Associate Graduate Intern (Service Desk Systems & Support)

You have goals, dreams, hobbies and things you’re passionate about.

We’re looking for people who not only want to do meaningful, challenging work, keep their skills sharp and move ahead, but who also take time for the things that matter to them—friends, family and passions. And we're looking for team members who are passionate about our mission—making a difference in military members' and their families' lives. Together, we can make it happen.

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• Computerworld® Best Places to Work in IT

The Service Desk Systems & Support Team is within the End-User Computing branch of Navy Federal’s Information Services Department (ISD). The Service Desk Systems & Support team primarily focuses on the processes, procedures, policies, and continuous service improvements aligned with the incident management processes and end-user experience. 

As a team, we drive innovation, self-service solutions, and the streamlining of incident and request processes while continuously maximizing operational support and end-user engagement. We leverage our insights into data, metrics, and end-user feedback to drive our initiatives, project implementations, proactive solutions, and communication to ensure the optimal experience for the enterprise. Our team operates under four defined workstreams of Project Support & Reporting, Training & Knowledge Management, Quality Assurance & Services, and Workforce Management & Optimization. These workstreams align with ISD and Navy Federal’s goals and strategy to provide our end-users and members with a world class experience. 

Our Service Desk Systems and Support team has a strong and established relationship with our Service Desk Operations team. Our operations team focuses on 365/24/7 operational support providing our end-users with direct technical troubleshooting via the phone, web, live chat, and email. As the first point of contact for our organizations technical support, they are essential to the world class support we provide of members. 

The Summer Associate Graduate Intern Program is a 10+ week graduate internship program beginning in May 2023 and ending in August 2023. The intention of this program is to hire graduate interns who prove their aptitude into full time roles following graduation. To qualify for this position, applicants must be currently pursuing a graduate or PhD level degree from an accredited college or university with an anticipated graduation date of December 2023 or later.

•   Assess automation landscape and emerging technologies related to incident management 

•   Work closely with cross functional teams in monitoring the incident management process, request fulfillment processes, and end-user engagement 

•   Carry out other relevant task as required by Support Lead and Systems & Support Manager

•   Assist with research for specific technology projects to support technical development and ensure project deliverables are met to the highest standards and on-time. 

•   Automate workflows, processes, and operating procedures 

•   Modernize customer experience, engagement, and service via data driven analysis 

•   Perform Service level agreement performance monitoring and compliance 

•   Create reports, perform data analysis, and create presentations, as well as monitor and analyze trends related to our department and end-users.

•   Assist in developing and providing management reports on a daily, weekly, or monthly basis, and produce adhoc analysis upon request

•   Define and maintain a set of key performance indicators to demonstrate adherence to agreed performance targets for the Service Desk. 

•   Creation and maintaining Service Desk documentation (knowledge, self-service, automation, and projects)

Experience: Total professional experience 4+ years of which Information Technology is 2+ years of experience

•   Currently pursuing a graduate degree in Information Systems and Operations Management, Information Technology, or other related degree

•   Experience with research, analysis, and data manipulation

•   Basic experience using data and analytic tools such as PowerBI, SQL, MS Excel, or Tableau 

•   Comfort working with large datasets and telling stories with data

•   Proven decision-making ability 

•   Strong strategic, critical, and analytical thinking skills

•   Ability to work individually and in a team as and when required

•   Good communication and presentation skills

•   Understanding of general Information Technology concepts

•   Strong analytical skills with experience creating reports and analyses 

•   Customer and results oriented working style 

•   Ability to work independently and think outside of the box

•   Basic knowledge or familiarity in Information Technology Infrastructure Library 

•   Basic knowledge of IT Service Management Platform - ServiceNow®

•   Experience with process management, SQL, Reporting and Analytic tools, and process automation tools

•   Experience with Incident Management, Request Fulfillment, Service Operations Management, and Virtual Agent Development.

•   Understanding of ITIL with a focus on Service Operations and Continual Service Improvements.

•   Understanding of and experience with ServiceNow® – IM / SM / PM / RM

•   Understanding of Waterfall and Agile project methodologies 

Hours: Monday - Friday, 8:00AM - 4:30PM

Location: Remote | 820 Follin Lane, Vienna, VA 22180 | 5550 Heritage Oaks Drive, Pensacola, FL 32526 | 141 Security Drive, Winchester, VA 22602

Navy Federal is now hybrid! Our standard enterprise requirement for a hybrid schedule is to report on-site 4-16 days each month. The number of days reporting on-site will ultimately be determined by the employee's leadership and business unit needs. You will learn more throughout the hiring and on boarding process.

Salary Range: $41.00 - $46.00 hourly

Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. Within this range, pay will be determined based on factors such as individual qualifications, location, and market position.

Navy Federal values, celebrates, and enacts diversity in the workplace. Navy Federal takes affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, Armed Forces service medal veterans, recently separated veterans, and other protected veterans. EOE/AA/M/F/Veteran/Disability

All employees are expected to follow our COVID-19 safety protocols.

Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position.

Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.