Systems Analyst V
2 months ago
**Essential Job Functions**:
- EJF2. May participate in the development and/or review of training materials to be provided to end users. Leads the assessment and analysis of training needs by identifying trends and/or soliciting input from program staff to ensure training materials and information are appropriate for both internal and external customers, which may include research, data collection, and analysis of State and Federal laws, rules, regulations, and HHSC policies and procedures. 10%
- EJF3. Will provide technical assistance via training materials on system functionality to end users. May participate in development activities (i.e., Requirements Gathering) related to new business processes to be added to the system. May make recommendations for trainings for internal Staff and external stakeholders. 10%- EJF5. This position is responsible for establishing metrics for CLASS Help Desk staff. This position will collaborate with Remedy staff to create custom reports for Management. This position is responsible for managing the queue of tickets received by the Help Desk. This position is responsible for identifying training needs or areas of improvement for CLASS Help Desk staff. Will provide feedback to the CLASS Manager for performance reviews of CLASS Help Desk staff. 20%**Knowledge Skills Abilities**:
Knowledge of a helpdesk/call center for system support.
- Skills in coordinating verbally and in writing with IT and other units, sections, and divisions to track issues and monitor outcomes.
- Ability to ensure external provider and/or internal staff issues are resolved in a timely manner.
- Ability to maintain a professional demeanor when dealing with stressful situations.
- Skill in preparation and review of training materials.
- Ability to communicate effectively to devise solutions to problems related to technical assistance.
- Skill in providing clear and concise technical information to non-technical stakeholders via oral or written communications.
- Skill in root-cause analysis.
- Knowledge of the Software Development Lifecycle, including Waterfall and Agile methodologies.
- Ability to provide excellent customer service to stakeholders.
- Skillset to provide leadership to a Help Desk team.- Skill in identifying trends and areas for improvement by reviewing data sets.
- Knowledge of Remedy for tracking tickets is preferred.**Registration or Licensure Requirements**:
N/A
**Initial Selection Criteria**:
Graduation from a four-year college or university with a major in computer Science, Business Administration or related field. May substitute direct work experience on a year-for-year basis. Minimum of eight (8) years’ experience as a Software Test Analyst or similar job function with at least Three (3) of the eight (8) years utilizing automated testing tools.
**Additional Information**:
**MOS Code**:
HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
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