PS Srvc Anlyst Sys Analyst III
The Service Analyst performs complex business, functional, technical, and computer systems analysis work. Work involves Tier II support, work planning, organizing, analyzing user requirements, procedures, and problems related to automated processing and issues or defects affecting internal DFPS software applications. Provides guidance to others including internal/external caseworkers, policy staff, and IT staff. Conducts initial assessment, triage, research, and resolution of basic incidents and requests regarding the use of internal applications such as IMPACT and eTravel.
The Service Analyst provides Tier II support for DFPS and external staff by reviewing assigned tickets via call-tracking Remedy software, collecting information through customer conversation, accessing support tools, and additional support staff as needed. Responds to queries via e-mail or over the phone; asks questions to determine nature of problem; and walks customer through problem-solving process and advises user on appropriate action. Redirects problems to correct resource; identifies and escalates situations requiring urgent attention; tracks and route problems and requests and documents resolutions; informs management of recurring problems; maintains high level of knowledge regarding supported systems, enhancements, and updates. . Works under general supervision, with moderate latitude for the use of initiative and independent judgment.
Essential Job Functions:
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
Provides Tier II Support for DFPS internal and external staff who use DFPS software applications including IMPACT and e-Travel using the Remedy Ticketing application by analyzing computer printouts, reports, and performance indicators to locate code problems with the functionality of new or existing procedures, information systems, or utility programs to prepare for field staff support.
Conducts studies and prepares responses or reports that include study findings, recommendations, and instructions for proposed system resolutions related to defects or proposed enhancements; proposes designs changes that will aid casework, and implement new or revised solutions to systems to improve workflow. 5%
Reviews and analyzes reported issues, and corrects errors by proposing modifying or correcting code; Completes system data corrections which includes writing or updating computer and mainframe application programs. 10%
Analyzes user needs via requests from supported mailboxes and phone calls, defines the system's scope, documents requirements in Remedy application, and translates the user needs and requirements into functional specifications for the design of business systems.15%
Provides technical and functional support as a subject matter expert resource available for problem resolution or new feature creation. 5%
Assists DFPS support staff in resolution to ensure incidents are resolved, requests are processed, and the customer communication is complete. Documents resolutions and updates knowledge databases. 10%
Designs, modifies, and implements new or revised systems to serve new purposes or improve processes that ensure timely resolution, or escalation, and allows for communicating promptly on progress, and handling customers' needs 10%
Knowledge Skills Abilities:
List the knowledge, skills, and abilities critical to performance in this position:
Thorough knowledge of the operations, policies, and procedures used in field work for at least one DFPS program area.
Ability to work independently with limited direction in using initiative and judgment.
Demonstrates ability to learn DFPS specific applications, technology, and terminology.
Demonstrates ability to learn customer support processes and techniques.
Ability to communicate effectively both verbally and in writing, clearly document relevant issues, and prepare accurate, concise, reliable reports.
Strong analytical skills and ability to solve problems.
Ability to use office productivity software including Microsoft Office Suite, Access, SQL, and ticket tracking software to gather, modify, and test data.
Skill in analyzing software applications, defects, and business problems to draw evidence-based conclusions and solutions.
Researches, requests, and completes system data corrections to include manipulation of the system database.
Ability to handle multiple priorities/projects and meet deadlines with minimal supervision.
Registration or Licensure Requirements:
Initial Selection Criteria:
Graduation from an accredited College or University with a degree is preferred. Experience can be substituted for education requirement.
Prior experience supporting customers in use of application software.
Customer service orientation and/or prior customer service training.
Two years' experience in at least one DFPS Program area with thorough knowledge of DFPS programs, policy, or use of DFPS internal application is preferred
Access or SQL experience
Note: Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to: 25B, IT, 275, 0171, 3D0X2. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information see the Texas State Auditor's Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.
25B, IT, 275, 0171, 3D0X2
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In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.