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Enterprise Application Support Analyst
2 months ago
The Enterprise Application Support Analyst operates both independently and collaboratively within a team to provide expert assistance, analysis, and troubleshooting for business applications utilized by the Department of Motor Vehicles. This role involves supporting system users in a helpdesk capacity, acting as a primary subject matter expert. Assistance may encompass a variety of departmental requirements and transactions, including issues related to driver licenses or identification, vehicle registration and titling, document scanning, fee calculations, and oversight of data retrieval and errors.
While some support may be delivered in person, the majority will be managed through a ticketing system and electronic communications (such as email and MS Teams). In addition to user support, the analyst will collaborate with various stakeholders, including the department's training team, interagency personnel, and vendor support teams.
Key ResponsibilitiesThis position will focus on prioritizing and managing the system-impact analysis of enhancement requests initiated by staff or management, changes in business procedures, modifications to legislation, or system defects.
A successful candidate must possess strong customer service abilities, as they will interact with users of varying skill levels and familiarity with the enterprise system and business processes. At times, they may encounter users who are frustrated or emotional. This role requires multitasking within the enterprise system to provide accurate and professional information while appropriately documenting issues and performing related duties as necessary.
Work EnvironmentEmployees in this role regularly utilize standard software, including the Microsoft Office Suite. In addition to extensive computer use, they may also operate standard office equipment such as copiers, scanners, and telephones. This is a full-time position that may occasionally require overtime and is primarily conducted in an office setting, though remote work may be permitted on occasion.
QualificationsApplicants must meet one of the following criteria:
- Bachelor's degree and two (2) years of technical experience in a business environment utilizing an enterprise application system.
- Associate's degree in business or computer science and four (4) years of technical experience in a business environment utilizing an enterprise application system.
- Six (6) years of technical experience in a business environment utilizing an enterprise application system.
As a State employee, you will enjoy a comprehensive career opportunity that extends beyond just a salary. The State's total compensation package includes an impressive array of employee benefits, valued at approximately 30% of your total compensation, such as:
- 80% State-paid medical premiums and a no-cost dental plan for employees and their families.
- Work-life balance with 11 paid holidays annually and a generous leave plan.
- State Paid Family and Medical Leave Insurance (FMLI).
- Two retirement savings options: a State defined benefit pension plan and a deferred compensation 457(b) plan.
- Tuition reimbursement opportunities.
- Flexible spending accounts for healthcare and childcare expenses.
- Low-cost group life insurance.
- An incentive-based wellness program.
- Eligibility for the Public Service Student Loan Forgiveness Program.
The State of Vermont is committed to fostering diversity and providing an inclusive environment that respects and values a variety of backgrounds, perspectives, and skills. The State does not discriminate in employment based on race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity, marital status, military service, or any other characteristic protected by law. Employment decisions are based on merit, and retaliatory actions are strictly prohibited.
