Technical Support Analyst for Cloud Systems

1 week ago

Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Overview:

The Texas Department of Aging & Disability Services is seeking a Senior Software Solutions Analyst to undertake advanced application architecture, design, and technical analysis for cloud-based applications within the Infectious Disease Prevention division.


This role involves leading the planning, gathering, and analysis of user requirements, design documentation, and operational procedures. The analyst will engage in complex technical troubleshooting, architectural assessments, and comprehensive testing of applications. Additionally, this position provides technical support to System Analysts, Programmers, and QA Testers, including programming tasks to resolve defects or enhance applications, coordinating security assessments, and facilitating Agile/scrum meetings. The use of Jira for documenting and prioritizing project requirements, as well as managing sprints and reporting, is essential.

The analyst will be responsible for delivering technical expertise to designated program areas, ensuring the maintenance and enhancement of existing applications, and supporting both short-term and long-term objectives while addressing any issues or concerns.

Collaboration with stakeholders, product owners, and development teams is crucial to accurately capture and translate requirements into actionable tasks.

Coordination with external teams, including Project Managers, Database Administrators, Quality Assurance, and Network teams, will be necessary to eliminate obstacles and ensure timely project milestones.


Regular documentation, tracking, and communication of project statuses, technical issues, application security vulnerabilities, and production incidents are key responsibilities. The analyst will create test scripts, standard operating procedures (SOPs), and best-practice guidelines while providing training and mentorship to team members, ensuring compliance with current standards and policies.


Attendance is expected to be regular and predictable in accordance with agency policies, with additional duties assigned as necessary. Some work outside of standard hours and travel to various locations may be required.

Key Responsibilities:
1. (50%) Provide technical support for cloud-based applications. Lead collaboration efforts with IT, software vendors, and Business Subject Matter Experts (SMEs). Offer user support for software applications and components, including troubleshooting and issue management.

Assist team members in planning and analyzing user requirements, procedures, and challenges encountered during the design and implementation of new software applications, as well as improving existing systems.

Investigate issues to identify root causes promptly and assess systems for potential technical enhancements.

2. (25%) Ensure team members have the necessary resources to complete assignments. Notify management of workload challenges. Troubleshoot and resolve operational incidents while tracking their progress. Prepare application specifications and review programming efforts in relation to system requirements. Participate in the hiring process and contribute to strategic planning for continuous application improvement. Assist in developing budgets for system procurements and prepare management-level reports, including priority lists and quarterly updates.

3.

(20%) Oversee the maintenance of existing applications, monitor software development issues, and ensure the preparation of system-level documentation for staff and users.

Coordinate projects and maintenance activities with other IT units as necessary. Effectively interface with IT and customers to provide automated solutions to challenges. Consult on software and hardware purchases, reviewing justifications and requisitions to make informed recommendations. Facilitate project meetings and prepare presentations as needed.

4.

(5%) Perform other duties as assigned, which may include participating in disaster response and recovery efforts or supporting Continuity of Operations (COOP) activation, potentially requiring alternate shift patterns or locations.



Required Knowledge, Skills, and Abilities:

  • Understanding of software application capabilities and design techniques for automated systems.
  • Familiarity with Project Management and Software Development Life Cycle methodologies.
  • Knowledge of project control and cost estimation techniques.
  • Proficiency in Jira and agile project tracking tools.
  • Strong data analysis and communication skills.
  • Competence in MS Office Suite and Visio.
  • Experience with MS SQL Server database and .NET technologies.
  • Effective team facilitation and listening skills.
  • Strong verbal and written communication abilities.
  • Capability to deliver effective presentations.
  • Ability to plan, assign, and monitor the work of others.
  • Skill in coordinating and solving complex problems in a team environment.
  • Ability to analyze, design, document, code, test, implement, and monitor automated processes.
  • Capacity to express ideas clearly and concisely, both in writing and verbally.
  • Ability to analyze systems and procedures, explaining abstract concepts in practical terms.

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