Information technology support

Raleigh, NC, United States

Job Title : Information technology support/System Application analyst

Location: Raleigh, NC

Duration: 12+months

Type: Contract

*The candidate will be required to work on-site every Wednesday as a minimum.*

*Initially, the candidate will be required to be on-site more often as they get acclimated on the position.*

Job Description: The Client provides information technology support and services to State agencies and other public sector entities across North Carolina. The client establishes and documents the strategic direction of IT in the state and develops standards and accountability measures for IT projects, procurements, architecture, and data management.

The Client has more than 1100 positions and an annual operating budget of approximately $600 million of appropriation and receipts. The IT Finance Division provides comprehensive financial services to The Client and related advisory services to the State's IT community.

Critical responsibilities include, but are not limited to, financial risk management, internal, and external financial reporting, accounting, departmental procurement, budget development and execution, partnership with internal and external constituents, and support/planning for public-sector IT in North Carolina.

IT Finance includes three sections: IT Finance Administration, IT Financial Planning and Analysis, and IT accounting and Division Support. The Division is led by the Chief Financial Officer.

IT Financial Planning and Analysis provides internal financial reporting, partners with The Client Service Delivery Team in the development of rates for the internal service fund and executes billing and invoicing activities.

This section has an outward facing posture frequently working with other The Client divisions, senior leadership team members, and users of internal reporting. The section is led by the Director of Financial Planning and Analysis and includes a mix of managers and associates with strong financial reporting and revenue-related skill sets.

The primary responsibility of the Systems Applications Analyst II is to support the provisioning and billing areas of the The Client. The Client billing areas include both Telecomm Services (TS) and Computing Services (CS).

This position will interface with other The Client organizations, vendors, and customers to ensure that all billing processes address the needs of those groups. The incumbent will assist in the analysis of business processes used in the The Client billing operation and aid in documenting all current and new operational procedures within the billing process.

The incumbent will participate in resolving customer issues dealing with billing and generating reports as requested by management or customers. The position will perform administrative duties as required to maintain the current billing application which will include analysis or programming to ensure resolution of business issues that may occur.

The incumbent will assist in project management activities when necessary. The position requires extensive knowledge of telecommunications billing and computing services billing and necessitates accurate documentation and precise record keeping.

Through detailed record keeping, the incumbent will ensure that accounting records are maintained constantly up to date.

The incumbent must have the ability to communicate with non-technical clients and users of The Client services who have no understanding of the applications that they are using or of the services that they are being invoiced.

The position requires monitoring of all incoming ServiceNow tickets to ensure timely assignment and resolution. Knowledge, Skills, and Abilities Recommended in this Position

Thorough knowledge to provide system administration duties, system analysis and/or Thorough knowledge of specific computer environments and broad range of programming and/or development languages with ability to learn emerging programming languages.

Knowledge and ability to devise or modify procedures to solve complex problems considering computer equipment capacity and limitations.

Extensive knowledge to serve as a technical resource in solving problems of high complexity. Ability to plan and manage the integration and implementation of new technology, solving highly technical and complex problems while guiding and providing the direction for projects through completion.

Ability to lead applications related to complex projects involving multiple staff across specialty areas. Ability to independently manage project timelines, resources, staff and leads implementation efforts.

Understands the market, industry and competitors that have an impact on the customer's business. Strong communication skills to interact with operations team members, production, support, implementation, infrastructure, and development teams.

Ability to develop long-range strategic alternatives and build client support of organization's objectives.

Education and Experience Recommended: Bachelor's degree in Computer Science, Computer Information Systems, Computer Engineering, Math, or Engineering or related technical degree from an appropriately accredited institution and two years of experience in business application consulting or development

Bachelor's degree with some computer coursework from an appropriately accredited institution and three years of experience in business applications consulting or development

Associate degree in computer programming from an appropriately accredited institution and three years of experience in application consulting or development

Equivalent combination of education and experience 50% - Administration of The Client billing system.

Maintain NetPlus billing application to include customer account information, billing rates, item codes, The Client assets, and vendor information.

Develop analysis programs and procedures, using tools such as SAS and Pentaho, to evaluate and ensure correctness and completeness of all currently used vendor source data.

Identify, evaluate, and catalog all currently unused vendor billing data sources for potential future use to improve system automation.

Monitor system activity daily to understand the pattern of "NORMAL BUSINESS", detect and handle unusual exceptions in the usage of the services at The Client, and relay this information to the service area affected to be addressed or eliminated as a potential problem.

Assess the current state of the application, identifying aspects which could enhance or improve the overall billing operational performance.

Recommend changes to facilitate those improvements taking long-term positive changes into consideration as well as short-term problem-solving. This will involve examination of system operations, telecom, shared services business functions, and the related NetPlus business rules and system processes within The Client.

Perform daily reviews of the application billing data for correctness and completeness. Provide input to and obtain feedback from Service Engineers, Analysts, and Service Owners regarding process changes and their effect on billing.

Perform validation stemming from changes in the billing process and/or vendor billing data. Keep detailed records of the application's performance and shortcomings. Provide recommendations for possible improvement(s) for senior-level staff to review and analyze.

Receive/Retrieve vendor billing data and execute month-end processing of billing data through generation of invoice to customers. 30% - Support Customer inquiry/request tracking and resolution.

Provide Incident Management, Problem Management, Change Management, Service Request Management, and customer consultation for NetPlus enterprise billing system. Assess customer problems completely so that areas of concern can be identified, and remedial results attained.

Escalate and communicate customer issues to management. Work with the management team to prioritize suggested changes to each business segment Maintain current reports within NetPlus and build new reports using Pentaho.

Generate easy-to-interpret reports based on collected data. 10% - Administration of SAS and IBM IZPCA Mainframe Enterprise Applications Monitor and support functions for SAS 9.4 and IBM IZPCA in both production and test environments.

Support and maintain accounting modules of the IBM IZPCA application in production and test Process all metric input log data for hundreds of applications as well as operating system log data.

This daily process includes daily and monthly update programs, daily audit programs, daily database backup programs, daily reporting programs, weekly source code backup programs, and disaster recovery programs.

Understand the proprietary of IBM, Computer Associates (CA), SAS®, and MXG® software packages and administer periodic scheduled maintenance, vendor correction fixes (hot fixes) and any The Client Enterprise computing changes that may occur which would impact any of the input log data or daily process and reporting of input data.

Understand The Client major software component data input feeds on the z/OS mainframe platform which include CICS, DB2, IMS, RMF, SMF, TCP/IP. As well as other data feeds such as Direct Access Storage Data (DASD), MQSeries, SYSVIEW messaging data, and Tape Management System (TMS).

Analyze and debug problems and implement changes. Provide analytical research resulting in internal and external billing inquiry reports. Present reports using Microsoft Windows applications such as MS Word®, Excel®, Powerpoint®, Adobe Acrobat® and WinSCP file transfer.

Develop programs to generate reports for IZPCA using Cognos Analytics 10% - Other duties as assigned.

Required: Knowledge to provide sys admin duties, system analysis and/or prog, and extensive knowledge of relational databases and business enterprise systems

Knowledge of specific computer environments and broad range of programming and/or development languages with ability to learn emerging prog languages

Knowledge and ability to devise or modify procedures to solve complex problems considering computer equipment capacity and limitations.

Extensive knowledge to serve as a technical resource in solving problems of high complexity.

Ability to lead applications related to complex projects involving multiple staff across specialty areas.

Ability to independently manage project timelines, resources, staff and leads implementation efforts.

Understands the market, industry and competitors that have an impact on the customer's business.

Strong communication skills to interact with operations team members, production, support, implementation, infrastructure, and development teams

Ability to develop long-range strategic alternatives and build client support of organization's objectives.