System Analyst, Digital Engagement Technology

Job Title:

System Analyst, Digital Engagement Technology

Job Summary:

Reporting directly to the Interim Director of Digital Engagement Technology (DET), the Systems Analyst - DET is responsible for the maintenance, configuration, and reliable operation of applications and software managed by the ITS Digital Engagement Technology department.

Full Job Description:

In this role, you will develop, document, and maintain DET related technologies. This is accomplished in part by, but not limited to:

• Application Administration/System Development of DET systems (current ServiceNow, Slack, 10:8, and Glia).

• Manage the setup and configuration of DET systems.

• Create workflows, bots, webhooks, and applications for DET systems. 

• Develop and implement maintenance procedures, monitor systems health, gather system statistics, and troubleshoot errors.

• Perform design, implementation, and upgrades of systems to meet the business and user needs.

• Provide technical documentation of all processes and training as needed.

• Implement best practices for scalability, support, ease of maintenance, and system performance.

• Provide level 1 technical support and training to users.

• Design and maintain DET Portfolio-related reports and dashboards.

• Create project status reports as necessary. 

• Track project business requirements and use cases.

• Lead enhancement testing and quality assurance efforts.

• Develop, analyze, prioritize, and organize requirement specifications, data mapping, diagrams, and flow charts for developers and testers to follow.

• Other duties as assigned

Qualifications:

• A Bachelor’s Degree or foreign equivalent degree in Computer Science, Information Systems, or Computer Engineering or a related field. 

• Minimum of (1) year of experience in a related occupation required. 

• Experience must have included a functional knowledge of ServiceNow, 10to8, Glia, and Slack. Bonus experience includes: CSS, HTML, JavaScript, Canvas, JIRA, Workday,.

Additional Qualifications: 

• Demonstrated ability to facilitate diverse teams in requirement and development processes through excellent interpersonal communication, consensus building and problem resolution skills. 

• Prior successful experience leading joint application development facilitation in system design and documentation using tact and diplomacy in dealing with a variety of personalities, ensuring that all voices and points of view are “heard” and considered in system design.

• Demonstrated ability to gather information from existing documentation and from subject matter experts. 

• Strong technical writing skills, and ability to draft screen and interface mock-ups, business rules and workflow diagrams that are clear, concise, direct, and jargon-free to effectively communicate system and business requirements, and test plans to a diverse audience. 

• Experience leading and participating in continuous process improvement teams; including knowledge and understanding of various process improvement methodology and terms. 

• Demonstrate an ability to analyze feedback and trends in developing proposals to improve service and processes. 

• Understanding of application management tools and theory, and proven ability to effectively keep tasks on target and on time. 

• Experience creating and executing automated and manual test plans and scripts and evaluating overall results. 

• Understanding of best practice concepts as a method or technique that consistently has shown results superior to those achieved with other means and that is used as a benchmark. 

• Ability to communicate clearly and effectively, in writing and verbally to a diverse audience; and foster open and honest communications for the division’s success. 

• Proven ability to build and maintain effective working relationships with superiors, peers, business partners, other agency personnel, and the public. 

Full-Time/Part-Time:

Full time

Pay Rate:

Salary

Job Title:

System Analyst, Digital Engagement Technology

Job Summary:

Reporting directly to the Interim Director of Digital Engagement Technology (DET), the Systems Analyst - DET is responsible for the maintenance, configuration, and reliable operation of applications and software managed by the ITS Digital Engagement Technology department.

Full Job Description:

In this role, you will develop, document, and maintain DET related technologies. This is accomplished in part by, but not limited to:

• Application Administration/System Development of DET systems (current ServiceNow, Slack, 10:8, and Glia).

• Manage the setup and configuration of DET systems.

• Create workflows, bots, webhooks, and applications for DET systems. 

• Develop and implement maintenance procedures, monitor systems health, gather system statistics, and troubleshoot errors.

• Perform design, implementation, and upgrades of systems to meet the business and user needs.

• Provide technical documentation of all processes and training as needed.

• Implement best practices for scalability, support, ease of maintenance, and system performance.

• Provide level 1 technical support and training to users.

• Design and maintain DET Portfolio-related reports and dashboards.

• Create project status reports as necessary. 

• Track project business requirements and use cases.

• Lead enhancement testing and quality assurance efforts.

• Develop, analyze, prioritize, and organize requirement specifications, data mapping, diagrams, and flow charts for developers and testers to follow.

• Other duties as assigned

Qualifications:

• A Bachelor’s Degree or foreign equivalent degree in Computer Science, Information Systems, or Computer Engineering or a related field. 

• Minimum of (1) year of experience in a related occupation required. 

• Experience must have included a functional knowledge of ServiceNow, 10to8, Glia, and Slack. Bonus experience includes: CSS, HTML, JavaScript, Canvas, JIRA, Workday,.

Additional Qualifications: 

• Demonstrated ability to facilitate diverse teams in requirement and development processes through excellent interpersonal communication, consensus building and problem resolution skills. 

• Prior successful experience leading joint application development facilitation in system design and documentation using tact and diplomacy in dealing with a variety of personalities, ensuring that all voices and points of view are “heard” and considered in system design.

• Demonstrated ability to gather information from existing documentation and from subject matter experts. 

• Strong technical writing skills, and ability to draft screen and interface mock-ups, business rules and workflow diagrams that are clear, concise, direct, and jargon-free to effectively communicate system and business requirements, and test plans to a diverse audience. 

• Experience leading and participating in continuous process improvement teams; including knowledge and understanding of various process improvement methodology and terms. 

• Demonstrate an ability to analyze feedback and trends in developing proposals to improve service and processes. 

• Understanding of application management tools and theory, and proven ability to effectively keep tasks on target and on time. 

• Experience creating and executing automated and manual test plans and scripts and evaluating overall results. 

• Understanding of best practice concepts as a method or technique that consistently has shown results superior to those achieved with other means and that is used as a benchmark. 

• Ability to communicate clearly and effectively, in writing and verbally to a diverse audience; and foster open and honest communications for the division’s success. 

• Proven ability to build and maintain effective working relationships with superiors, peers, business partners, other agency personnel, and the public. 

Full-Time/Part-Time:

Full time

Pay Rate:

Salary