CAPPS Service Desk Analyst (Remote)

Job Title: CAPPS Service Desk Analyst (Remote)

Location: Austin TX

Duration: 12 Months with possible extension

Job Description:

The Candidate will be part of Fiscal Management Statewide Fiscal Systems team supporting the Centralized Accounting and Payroll/Personnel System (CAPPS) Program. The CAPPS Program for this engagement comprises the following components: HR/Payroll (inclusive of Recruit functionality) Financials STARR and all ancillary systems. The Candidate must be adaptable and able to learn and integrate new systems and platforms as needed such as CGI Advantage.

The Client Work includes but is not limited to the following:

• Performing highly advanced (senior level) consultative services and technical assistance work related to supporting the CAPPS Program.
• Responsible for ensuring the CAPPS Financials Requirements Procedures Development and Testing from the CAPPS Managed Services vendor meet the CAPPS written procedures coding standards and follow the CAPPS System Development Lifecycle.
• Responsible for ensuring that all digital products and content meet WCAG 2.1 accessibility standards. This includes maintaining perceivable operable understandable and robust experiences for all users regularly reviewing content for compliance and implementing updates or remediation whenever accessibility issues are identified.
• Responsible for providing oversight for the functional and technical design walks including but not limited to:
  • Analyzing business processes and current system workflows to assess ERP design fit.
  • Reviewing functional designs specs and integration docs to identify technical gaps.
  • Evaluating upstream/downstream dependencies to ensure architectural alignment.
  • Preparing technical scenarios and test cases to validate system behavior.
  • Assessing designs for performance security scalability and data quality impacts.
  • Providing concise technical feedback during design walks highlighting risks and dependencies.
  • Supporting design reviews to ensure accuracy and readiness for development and testing.

• Responsible for reviewing developed code for compliance with defined requirements and validating code comparisons prior to migration to ensure adherence to all established standards.
• Responsible for maintaining and supporting the CAPPS Service Desk Application including but not limited to:

• Product configuration and administrative support.
• Remaining current on all functionality offered by BOSSDesk.
• Maintaining an ITIL-compliant service desk application.
• Ensuring the application remains current with all approved configuration changes to support the Client customized version.
• Performing advanced troubleshooting and root cause analysis.
• Ensuring integration and providing API support (TDIS).
• Responding to reported incidents and monitoring the system.
• Maintaining technical documentation and knowledge management repository.
• Collaborating and coordinating with BOSSDesk as required for engineering and product support.
• Assisting with data analysis and requested reporting.

• Performs highly advanced analysis and participates in special projects and cyclic processes in support of CAPPS Hub Program including but not limited to:

• Monthly meetings to ensure CACE compliance with the Client standards as outlined by Governance version 2.0.
• Create and deliver the CAPPS Texas baselines to all CAPPS Hub agencies that are in a current status.
• Conducts quarterly baseline attestations.
• Provides Level 2 Service Desk duties inclusive of but not limited to ticket handling for complex issues in-depth troubleshooting well-documented analysis and basic configurations following an established and auditable process. All work is done in cooperation and collaboration with a Managed Services vendor that is responsible for all Level 3 duties.
• Performs all duties following the Client processes policies and procedures within project scope and on schedule in accordance with milestones deliverables and due dates.
• Works under minimal supervision relying on experience and judgment to plan and accomplish goals independently performing a variety of complicated tasks. Established processes and procedures must be followed.
• Performs all work in accordance with Information Technology Infrastructure Library (ITIL) principles and practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
• Actively responds to and maintains customer ticket requests via the CAPPS Service Desk with current information and statuses including but not limited to interface issues IP Whitelisting EFT server connectivity agency transfer files batch failures and all related technical tasks across the agencies.
• Actively participates in the Client Major Incident Management (MIM) process for P1 and P2 incidents according to module responsibilities.
• Participates in Disaster Recovery and Upgrade Testing activities.
• Makes presentations at CAPPS User Groups.
• Plans designs develops implements supports and maintains the information technology security measures to safeguard system information.
• Participates as directed in an annual SOC-1 attestation audit designed to ensure that controls are effectively designed and operated to ensure the accuracy and security of all information contained/processed via CAPPS. Any enhancements process changes or system fixes consider security availability processing integrity confidentiality and privacy as solutions are suggested approved and implemented.
• Performing other related Work as assigned.

Candidate Skills and Qualifications:

Other Special Requirements:

• • Have experience in gathering business requirements for large projects
  • Work independently in a diverse team environment with on-site and remote team members.
  • Have strong written verbal and interpersonal communication skills.
  • Have knowledge of project management methodologies.
  • Have knowledge of technical and functional attributes of Oracle PeopleSoft.
  • Have problem-solving skills and the ability to multitask with readiness to put in extra efforts when necessary.
  • Have experience with Agile and other SDLC methodologies.
  • Have experience with ITIL methodologies.
  • Have experience with or knowledge of information security frameworks (i.e. NIST).