Dutech’s Job

Systems Analyst 3 (Application Support Analyst) position will provide technical support and assistance to users of Childcare Licensing Automation Support System (CLASS), CLASSMate and Public and Provider applications. This position will be responsible for troubleshooting and resolving application issues, identifying root causes, and implementing technical solutions. Additionally, this position will be responsible for monitoring application issues, providing training and guidance to users on how to effectively use the various applications, collaborating with development teams to test and deploy application updates, documenting and maintaining application support processes and procedures, collaborating with HHS/DFPS support teams to address cross-functional issues, follow-up and provide customer with updates on open incidents, identify and suggest possible improvements on processes and procedures to better facilitate the customer experience.

Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

Years Required/Preferred Experience

5 Required Strong ITSM Remedy Ticketing System Experience.
5 Required Strong Database query languages (SQL, PL/SQL) experience.
5 Required Experience with CLASS, CLASSMate and/or Public and Provider and interfaces with the DFPS IMPACT application.
5 Required Effectively communicate with non-technical audience to understand business needs and explain complex systems and technical topics in clear and concise manner.
5 Required Skilled in performing tier 2/3 support.
5 Preferred Strong verbal and written skills in communicating with peers and different levels of users.
5 Preferred Skilled documenting processes.
5 Preferred Strong skills assisting with unit testing.
4 Preferred Skilled in performing remote support trough diagnostic techniques and pertinent information gathering.
2 Preferred Experience working on projects utilizing agile project management methodologies.
2 Preferred Experience with Health and Human services or Child Care Licensing.
2 Preferred Knowledge of Jira Service Management.