Bus. Analyst/Support Center Ops
Hire IT People, LLC
Job Seekers, Please send resumes to resumes@hireitpeople.com This is a unique position requiring someone with experience as a Business Analyst for software system implementations who also has experience providing/overseeing direct user support for the systems being implemented.
BACKGROUND: Office of Children, Youth and Families (OCYF,) within Department of Human Services (DHS), began a new IT project in April 2012 for the development and implementation of a child welfare statewide IT system (CWIS). This new system will be developed in four phases over five years. Phase I commenced in March 2013 and was implemented in December 2014. Phase II will begin in 2015. Phase 1 will be supported with four maintenance releases per year. In addition to implementation of CWIS, OCYF also created a CWIS Support Center to serve as a user helpdesk for the system. The Support Center has three Tiers of support – Tier I is staffed by a contracted agency, Tier II is staffed by OCYF Business Analysts and Subject Matter Experts, and Tier III is staffed by the IT vendor and the Bureau of Information Systems.
The contractor’s primary responsibilities will be to provide support to the OCYF, Systems and Data Management Section in coordinating project activities with County Children and Youth Agencies (CCYAs). Pennsylvania has a county administered child welfare system that is supervised by OCYF Central and Regional Offices. Each of the 67 CCYAs uses one of seven case management systems for day to day operations of their agencies. OCYF must coordinate with the CCYAs in the development and implementation of the Statewide IT System (CWIS) throughout the life of the project. Within the scope of Phase I and II, OCYF is including CCYAs in business and system requirements gathering, user acceptance testing and implementation readiness activities. CCYAs will also need to modify the seven systems to incorporate new requirements and data exchange protocols. The responsibilities of this position include overseeing the day-to-day operations of the Tier II Support Center. This includes monitoring the Tier II phone agents and the incident management system, Service Now, running reports, assigning tickets, etc. In addition, this position will participate in creation of user guidance and tip sheets as well as in other all phases of the software development lifecycle for CWIS.
The contractor may have other business analyst related duties on an as needed basis. These may include participation in business requirements gathering, documentation and review; assisting with quarterly data collection processes and submission of required federal and state reports; and the providing technical assistance to OCYF and business partner users of the legacy and enterprise systems.
TASKS TO BE PERFORMED:1. Oversee the day to day operations of CWIS Support Center Tier II which is staffed by additional OCYF Business Analysts and Subject Matter Experts. 2. Assists with development of user guidance and tip sheets related to CWIS functionality3. Monitors Support Center calls and tickets, uses associated software. 4. Reviews business/user requirements and process flows for system development or enhancements initiatives and provides associated systems deployment, adoption, problem resolution, and end-user support activities. 5. Reviews business/user requirements functional specifications to assist OCYF in assuring accuracy of the requirements traceability matrices for OCYF systems. 6. Provides assistance and support to business operations and end users for OCYF and/or DHS software applications regarding business operations and technical issue evaluations and resolutions.7. Investigates and resolves business operational, software, and data issues identified and reported by users. 8. Communication with OCYF partners and county children and youth agencies to identify and resolve information system and data issues.9. Coordinates project activities with county business partners (CCYAs).10. Tracks and monitors activities and creates status reports. 11. Understands and applies business process re-engineering and change management models/practices.12. Communications highly complex information with various project stakeholders.13. Assists in or facilitates meetings and conference calls with project stakeholders.14. Investigates and resolves business operational, software, and data issues identified and reported by users. 15. Discusses application issues with designated OCYF staff and recommends changes that may improve the application or business process.16. Establishes and maintains effective working relationships with the network of county children and youth agencies, other Department staff, and other contractors.17. Uses Microsoft programs (Excel, Word, Powerpoint, Access, Outlook) for documentation and communication purposes. Uses Team Foundation Server (TFS) and Microsoft Test Manager (MTM). Uses Service Now for incident tracking for Support Center.18. Follows quality standards.19. Able to work in a team environment.20. Communicates clearly in writing and verbally.21. Travel as needed.
TRAVEL
Implementation activities for CWIS and the Support Center may require travel outside the Harrisburg area. OCYF must oversee implementation activities for the statewide system at other locations such as OCYF Regional Offices in Pittsburgh, Philadelphia and Scranton, as well as the 67 County Children and Youth Agencies.
CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS
• 3-5 years’ experience in performing business analysis, business process management, and/or change management support for computer software systems. • 3-5 years’ experience in providing user support via phone or email.• 3-5 years’ experience developing user guidance materials.• Contractor must have excellent written and verbal communication skills.• Contractor must demonstrate good interpersonal skills and the ability to work with diverse user groups.• Contractor must be fluent in English and be able to be clearly understood over the phone. • Knowledge of business process and systems analysis principles, practices, and techniques.• Ability to analyze and interpret written and numerical information.• Ability to establish and maintain effective working relationships.• Highly Desired – 2 years experience performing business analysis or similar work in the Child Welfare or other Human Services Field.
SkillRequired / DesiredAmountof ExperienceExperience performing business analysis, business process management, and/or change management support specifically for computer software systems.Required3YearsExperience providing and overseeing user support for implemented software systems via phone or email.Required3YearsExperience developing user guidance materials.Required3YearsKnowledge of business process and systems analysis principles, practices, and techniquesRequired3YearsAbility to analyze and interpret written and numerical informationRequired3YearsExcellent written and verbal communication skills - must be clearly understood over the phone to provide user support in this position.Required Experience performing business analysis or similar work in the Child Welfare or other Human Services Field.Highly desired
BACKGROUND: Office of Children, Youth and Families (OCYF,) within Department of Human Services (DHS), began a new IT project in April 2012 for the development and implementation of a child welfare statewide IT system (CWIS). This new system will be developed in four phases over five years. Phase I commenced in March 2013 and was implemented in December 2014. Phase II will begin in 2015. Phase 1 will be supported with four maintenance releases per year. In addition to implementation of CWIS, OCYF also created a CWIS Support Center to serve as a user helpdesk for the system. The Support Center has three Tiers of support – Tier I is staffed by a contracted agency, Tier II is staffed by OCYF Business Analysts and Subject Matter Experts, and Tier III is staffed by the IT vendor and the Bureau of Information Systems.
The contractor’s primary responsibilities will be to provide support to the OCYF, Systems and Data Management Section in coordinating project activities with County Children and Youth Agencies (CCYAs). Pennsylvania has a county administered child welfare system that is supervised by OCYF Central and Regional Offices. Each of the 67 CCYAs uses one of seven case management systems for day to day operations of their agencies. OCYF must coordinate with the CCYAs in the development and implementation of the Statewide IT System (CWIS) throughout the life of the project. Within the scope of Phase I and II, OCYF is including CCYAs in business and system requirements gathering, user acceptance testing and implementation readiness activities. CCYAs will also need to modify the seven systems to incorporate new requirements and data exchange protocols. The responsibilities of this position include overseeing the day-to-day operations of the Tier II Support Center. This includes monitoring the Tier II phone agents and the incident management system, Service Now, running reports, assigning tickets, etc. In addition, this position will participate in creation of user guidance and tip sheets as well as in other all phases of the software development lifecycle for CWIS.
The contractor may have other business analyst related duties on an as needed basis. These may include participation in business requirements gathering, documentation and review; assisting with quarterly data collection processes and submission of required federal and state reports; and the providing technical assistance to OCYF and business partner users of the legacy and enterprise systems.
TASKS TO BE PERFORMED:1. Oversee the day to day operations of CWIS Support Center Tier II which is staffed by additional OCYF Business Analysts and Subject Matter Experts. 2. Assists with development of user guidance and tip sheets related to CWIS functionality3. Monitors Support Center calls and tickets, uses associated software. 4. Reviews business/user requirements and process flows for system development or enhancements initiatives and provides associated systems deployment, adoption, problem resolution, and end-user support activities. 5. Reviews business/user requirements functional specifications to assist OCYF in assuring accuracy of the requirements traceability matrices for OCYF systems. 6. Provides assistance and support to business operations and end users for OCYF and/or DHS software applications regarding business operations and technical issue evaluations and resolutions.7. Investigates and resolves business operational, software, and data issues identified and reported by users. 8. Communication with OCYF partners and county children and youth agencies to identify and resolve information system and data issues.9. Coordinates project activities with county business partners (CCYAs).10. Tracks and monitors activities and creates status reports. 11. Understands and applies business process re-engineering and change management models/practices.12. Communications highly complex information with various project stakeholders.13. Assists in or facilitates meetings and conference calls with project stakeholders.14. Investigates and resolves business operational, software, and data issues identified and reported by users. 15. Discusses application issues with designated OCYF staff and recommends changes that may improve the application or business process.16. Establishes and maintains effective working relationships with the network of county children and youth agencies, other Department staff, and other contractors.17. Uses Microsoft programs (Excel, Word, Powerpoint, Access, Outlook) for documentation and communication purposes. Uses Team Foundation Server (TFS) and Microsoft Test Manager (MTM). Uses Service Now for incident tracking for Support Center.18. Follows quality standards.19. Able to work in a team environment.20. Communicates clearly in writing and verbally.21. Travel as needed.
TRAVEL
Implementation activities for CWIS and the Support Center may require travel outside the Harrisburg area. OCYF must oversee implementation activities for the statewide system at other locations such as OCYF Regional Offices in Pittsburgh, Philadelphia and Scranton, as well as the 67 County Children and Youth Agencies.
CONTRACTOR SKILLS AND EXPERIENCE REQUIREMENTS
• 3-5 years’ experience in performing business analysis, business process management, and/or change management support for computer software systems. • 3-5 years’ experience in providing user support via phone or email.• 3-5 years’ experience developing user guidance materials.• Contractor must have excellent written and verbal communication skills.• Contractor must demonstrate good interpersonal skills and the ability to work with diverse user groups.• Contractor must be fluent in English and be able to be clearly understood over the phone. • Knowledge of business process and systems analysis principles, practices, and techniques.• Ability to analyze and interpret written and numerical information.• Ability to establish and maintain effective working relationships.• Highly Desired – 2 years experience performing business analysis or similar work in the Child Welfare or other Human Services Field.
SkillRequired / DesiredAmountof ExperienceExperience performing business analysis, business process management, and/or change management support specifically for computer software systems.Required3YearsExperience providing and overseeing user support for implemented software systems via phone or email.Required3YearsExperience developing user guidance materials.Required3YearsKnowledge of business process and systems analysis principles, practices, and techniquesRequired3YearsAbility to analyze and interpret written and numerical informationRequired3YearsExcellent written and verbal communication skills - must be clearly understood over the phone to provide user support in this position.Required Experience performing business analysis or similar work in the Child Welfare or other Human Services Field.Highly desired
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