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Systems Support Analyst:  The position requires a person to work as a Support Analyst providing high level designing, planning and development services. 

Job Duties/Responsibilities:

The day-to-day work encompasses the full engineering cycle: problem formulation, data collection, analysis, algorithm design, code specification, implementation, and evaluation for performance and correctnessRespond to issues in accordance with established Standard Operating Procedures and Service Level Agreements.Communicate proactively with Programmers Units to assess issues and provide periodic status updates, both short-term and long-term.Perform assessment analysis to identify scope of problems and escalate recurring issues to management.Support Problem Management calls; provide technical skills to research issues as required and participate on escalations and issue resolution teams to address chronic, priority issues.Proactively monitor Business Unit error logs and resolve issues as required.Analyze issues by performing root cause analysis; research and design short-term and long-term solutions.Under general direction acts as the liaison between the applications development team and the business users to identify, assess, and document business requirements, analyze the impact of proposed solutions across the organization and develop use cases that explain/demonstrate business requirements/specifications to the development team.Monitor remotely the daily performance of Programmer / Analyst and Systems Analysts working at our Direct Client District of Columbia Government Answer employee’s inquiries regarding computer software programs, help with coding, re-write coding as required, and fix any bugs or resolve problems.  Help employees enter commands and observe system functioning to verify correct operations and detect errors.Set up equipment for employee use, performing or ensuring proper installation of code, operating systems, or appropriate software.  Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities with employees at the client location.Study software technical manuals, confer with employees who at the client location, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.Refer major hardware or software problems or defective products to vendors or technicians for service.  Develop training materials and procedures, or train employees in the proper use of updated software.Confer with employees and management to establish requirements for new systems or modifications.  Prepare evaluations of software or hardware, and recommend improvements or upgrades.Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software and share the knowledge with employeesHire, supervise, and direct employees engaged in special project work at the client location, problem solving, monitoring, and installing data communication equipment and software.Inspect computer equipment and read order sheets to prepare for delivery to employees.Modify and customize commercial programs for internal needs.Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.  Review project plans to plan and coordinate project activity.Manage backup, security and employee help systems.  Develop and interpret organizational goals, policies, and procedures.  Develop computer information resources, providing for data security and control, strategic computing, and disaster recovery.Consult with users, management, vendors, and technicians to assess computing needs and system requirements.  Stay abreast of advances in technologyMeet with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.  Provide users with technical support for computer problems.Recruit, hire, train and supervise employees, or participate in employee decisions.  Evaluate data processing proposals to assess project feasibility and requirements.Control operational budget and expenditures.  Review and approve all systems charts and programs prior to their implementation.Direct daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines. Assign and review the work of systems analysts, programmers, and other computer-related employees.Evaluate the organization's technology use and needs and recommend improvements, such as hardware and software upgrades.  Prepare and review operational reports or project progress reports.Analyze, design and implement system software that brings new functionality, better accuracy, increased reliability, and enhanced scalability.The team relies on the abilities of all its members to develop innovative and elegant solutions.You must be a self-starter who is comfortable working in a fast-paced environment.You must be able to work collaboratively within the team and with other teams at Client sites.

Technical Skills/Environment

Participate in overall SDLC: source and data analysis/profiling, code and database development, unit and system testing, deployment, post-production tuning and monitoring, etc.Coordinate activities with infrastructure engineers, DBA and support team as needed for projects related processes.Ensures that projects follow the prescribed development life cycle and meets quality standards Actively and consistently support all efforts to simplify and enhance the customer experience. Ability to conduct discovery, perform root cause analysis, and make recommendations for the remediation of data quality issuesUse and implement analytical tools to filter and prioritize needsAssist in answering helpdesk requests in a timely, courteous, and professional mannerWork closely with all team members to assist in the day-to-day efforts in order to keep all critical IT systems operationalTroubleshoot and resolve minor hardware, software, and networking issuesAssist IT Team with installations, configurations, and upgrades when neededHelp maintain and monitor production systems and serversAssist in training associates in use of the IT systemsWork closely with all team members to assist in the day-to-day efforts, while keeping all critical IT systems operational.Collaborate with the Director of Technology to understand the business technology requirements and look for opportunities to innovate.Update job knowledge by participating in educational opportunities and maintaining personal and job skillsStrong analytical, problem solving, critical thinking and innovative solution capabilitiesHandles self with finesse and diplomacy with an understanding of changing priorities, sense of urgency, execution of results and support for the teamFlexible and collaborative in all cross-functional responsibilitiesOperates with high integrity, is productive under high pressure, hands-on when neededUses logical, systematic approach to assimilating and sharing information in all areasThe ability to design and recommend data policies and governance structures and control frameworks for the ongoing management of dataStrong analytical and conceptual design skills; strong problem-solving skillsDemonstrated experience and success in facilitation of reporting and analytics business requirements would be desiredExperience with Reporting , Analytics and Dashboard Design best practicesExceptional verbal and written communications skills, with an ability to express complex technical concepts in business termsMust have excellent client-facing skills; solid teamwork and interpersonal skills; strong ability to work independently when appropriateProvides training and mentorship to other professional employees

Qualifications: Bachelor’s Degree in computer science or  related field or foreign equivalent