Help Desk Application Analyst

Summary

Join PingWind as a Help Desk Application Analyst and provide Tier 2 support for the Department of Veterans Affairs' Talent Management System (TMS) and Emergency Alerting and Accountability System (EAAS). You will resolve application issues, participate in daily operational calls, maintain the Managed Self Enrollment (MSE), and handle Educational Data Repository (EDR) facility fixes. Responsibilities include managing the TMS Local Administrator Finder, monitoring TMS reports, identifying import errors, and providing user support. You will also participate in User Acceptance Testing (UAT), course testing, and troubleshooting PC setups. This role requires a Public Trust Clearance and 5+ years of experience.

Requirements

• Working knowledge of web-based applications and data access mechanisms
• Plateau certification
• Specialized training in system configuration
• Content integration
• ITIL
• Maintain confidentiality of information processed or prepared
• ServiceNow ticket system
• Implementation, Global System Management, Back End and Front-End Functionality
• Knowledgeable in the architecture environment of the system
• Familiarity with software programming or web development languages such as HTML, and JavaScript
• Knowledge in Installing and configuring the product suite to recreate issues and analyze for root cause
• Experience with database management and administration tools
• Experience with Structured Query Language (SQL)
• Experience with Service enterprise level applications and Learning Management Systems
• Requires a Public Trust Clearance. Must be a U.S. citizen or permanent resident and be eligible for this clearance
• 5+ years experience

Responsibilities

• Application issue resolution: Analyze the number of affected users, the issue's start time, and attempt to reproduce the issue to identify the cause. Document this data and escalate it to the appropriate Tier 3 application owner, LMB, and/or vendor. Track issues, test fixes, and communicate with Tier 3 personnel until the issue is resolved. Provide announcements of major application issues and status updates on the HCSC TMS COP SharePoint Site
• Participation in Daily Calls: Participate in daily operational calls with all stakeholders (HCSC, SAP, ESD, and Operations) to review high-profile issues, future updates, and notify stakeholders of new issues
• Managed Self Enrollment (MSE) maintenance: Maintain and update accounts that need to be merged or have incorrect TMS roles, as provided by the Operation Maintenance Database Administrator
• Educational Data Repository (EDR) facility fixes: Utilize the Trace system to research a user's job location and correct the text description associated with the job location codes. Update affected accounts with the correct location description when new job codes are created. Assist with updating the mapping table when new organization codes are created in the EDR
• TMS Local Administrator Finder: Maintain the accuracy of the Points of Contact (POCs) for each of the 843 domains in the VALU’s TMS Local Admin Interactive Map
• TMS Submitted Reports: Monitor the success rate of reports submitted in the TMS and investigate any drops in success rate, collaborating with SAP and HCSC
• Identifying TMS import errors: Investigate errors in imported data from Health Stream, working with appropriate parties to resolve them. Monitor connector report issues and collaborate with SAP and HCSC
• Reports, certificate of training: Provide support to TMS administrators needing assistance obtaining reports from TMS
• User Acceptance Testing (UAT), identifying fixes or upgrade verification: Participate in testing software upgrades to ensure changes haven't adversely affected the application. Perform testing using provided scripts and conduct smoke tests and 508 compliance testing
• VA TMS course testing: Review, test, and provide feedback for high-profile courses updated annually before release
• HCSC-supported application: Support TMS administrators needing assistance with TMS Administrator access or Profile Maintenance access
• Troubleshooting PC setup, browser optimization: Determine browser and PC settings and network issues affecting course delivery. Utilize VA-approved Microsoft Lync 2010 and Fiddler4 to diagnose and troubleshoot settings
• Identify database repair or related issues: Locate items negatively affecting the system, such as malfunctions/bugs. Proactively check different application functions, document issues, and escalate them to appropriate resources. Monitor database import files, identify potential issues, collaborate with HCSC, escalate, and implement necessary changes. Collaborate with VA database administrators, developers (SAP), and system administrators to troubleshoot database-related problems and implement solutions. Communicate findings with developers and provide recommendations
• VA Single Sign-On Initiative (SSOi): Troubleshoot technical issues TMS users encounter while using the SSOi centralized logon interface
• Automated Notification Reporting (ANR) tool: Utilize the ANR tool to determine if an ANR has been opened that could be causing a disruption to TMS or other applications
• Track efforts escalated to Tier 2 using the VA Enterprise Service Desk (ESD) SNOW Manager Help Desk software: Use the SDM system to track ticket statuses from inception at ESD Tier 1 to resolution and closure
• Serve as subject matter expert for online learning standards and how content works with the TMS application. Provide deployment, testing, and support services for online courseware in TMS
• Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects
• Perform root cause analysis and provide solutions for specific fields/areas. Identify patterns and their solutions with incoming customer incidents

Preferred Qualifications

• Demonstrated success in working with people in establishing goals, objectives and change management plans
• Strong communication and collaboration skills
• Experience/training in providing technical support
• Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines
• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner
• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks
• Ability to easily adapt to and learn new technologies
• Maintain confidentiality of information processed or prepared
• Perform duties and responsibilities independently
• Ability to coordinate, research, and analyze special projects/reports
• Establish and maintain effective working relationships
• Ability to perform duties with awareness of all requirements and company policies
• Must possess positive, professional, interpersonal skills

Benefits

• Eleven Paid Federal Holidays
• Paid Time Off starting at 5 hours per pay period (120 hours per year)
• Paid Parental Leave
• Three Medical Plans, PPO Dental, and Vision Insurance
• 401k with generous employer match
• 529 College Savings Plan
• Continuing education assistance
• Company-paid Short-Term Disability, Long-Term Disability & Life Insurance/AD&D
• Flexible Spending Accounts
• Health and Wellness benefits including Calm Health app subscription and Wellhub gym membership subsidy
• Voluntary insurance plans including Critical Illness, Hospital Indemnity, Legal, Life/AD&D, and Pet Insurance