CAPPS Application Support Analyst
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Senior-level consultative and technical support role for CAPPS applications with Cayuse. Requires extensive Texas public sector experience and ERP solutions knowledge.
Responsibilities:
- Perform highly advanced consultative services and technical assistance related to supporting the CAPPS program and associated applications.
- Ensure CAPPS Financials requirements, procedures, development, and testing activities from the Managed Services vendor meet written procedures, coding standards, and follow the CAPPS System Development Lifecycle (SDLC).
- Provide technical project support and coordination for CAPPS-related initiatives, ensuring alignment with established milestones, deliverables, and due dates.
- Ensure all digital products and content associated with CAPPS meet WCAG 2.1 accessibility standards, maintaining experiences that are perceivable, operable, understandable, and robust for all users.
- Regularly review content and solutions for accessibility compliance and implement updates or remediation when accessibility issues are identified.
- Submit and track all WCAG accessibility waivers, including:
- Coordinating testing efforts for compliance.
- Completing waiver submissions as required.
- Actively tracking requests submitted to the vendor requesting a resolution.
- Actively tracking system coding/configuration once resolutions are available.
- Renewing waivers upon expiration if solutions have not been provided or installed.
- Provide oversight for functional and technical design walkthroughs, including:
- Analyzing business processes and current system workflows to assess ERP design fit.
- Reviewing functional designs, technical specifications, and integration documentation to identify technical gaps.
- Evaluating upstream/downstream dependencies to ensure architectural alignment.
- Preparing technical scenarios and test cases to validate system behavior.
- Assessing designs for performance, security, scalability, and data quality impacts.
- Providing concise technical feedback during design walks, highlighting risks and dependencies.
- Supporting design reviews to ensure accuracy and readiness for development and testing.
- Review developed code for compliance with defined requirements and validate code comparisons prior to migration to ensure adherence to all established standards.
- Maintain and support the CAPPS Service Desk application, including:
- Product configuration and administrative support.
- Remaining current on all functionality offered by BOSSDesk (or comparable ITIL-compliant service desk platform).
- Ensuring the service desk application remains ITIL-compliant.
- Ensuring the application remains current with all approved configuration changes to support customized implementations.
- Performing advanced troubleshooting and root-cause analysis.
- Ensuring integrations and providing API support (e.g., TDIS).
- Responding to reported incidents and proactively monitoring the system.
- Maintaining technical documentation and the knowledge management repository.
- Collaborating and coordinating with the service desk product vendor for engineering and product support.
- Assisting with data analysis and requested reporting.
- Provide Level 2 Service Desk support, including ticket handling for complex issues, in-depth troubleshooting, well-documented analysis, and basic configurations following established and auditable processes.
- Collaborate with a Managed Services vendor responsible for Level 3 duties, ensuring effective escalation and resolution.
- Actively respond to and maintain customer ticket requests via the CAPPS Service Desk with current information and status updates, including but not limited to:
- Interface issues
- IP whitelisting
- EFT/secure server connectivity
- Agency transfer files
- Batch failures
- Other related technical tasks across agencies.
- Perform all duties following established processes, policies, and procedures, within project scope and schedule, and in accordance with defined milestones and deliverables.
- Work under minimal supervision, relying on experience and judgment to plan and accomplish goals while following established processes and procedures.
- Perform all work in accordance with Information Technology Infrastructure Library (ITIL) principles and practices for:
- IT Service Management (ITSM)
- IT Asset Management (ITAM)
- Alignment of IT services with business needs.
- Actively participate in the Major Incident Management (MIM) process for P1 and P2 incidents based on assigned module responsibilities.
- Participate in Disaster Recovery (DR) and upgrade testing activities, including planning, execution, and documentation.
- Deliver presentations at CAPPS user groups and other stakeholder forums as required.
- Plan, design, develop, implement, support, and maintain information technology security measures to safeguard system information.
- Participate, as directed, in annual SOC-1 attestation audits designed to ensure that controls are effectively designed and operated to ensure accuracy and security of CAPPS-related information.
- Ensure that enhancements, process changes, and system fixes consider security, availability, processing integrity, confidentiality, and privacy as part of proposed and implemented solutions.
- Other duties as assigned.
Requirements:
- 10+ years of extensive Texas public sector experience directly working for or supporting a Texas state government agency.
- 10+ years of experience performing technical activities in support of complex enterprise application systems (e.g., CAPPS or similar statewide ERP solutions).
- 10+ years of experience creating and managing a strategic roadmap by combining strong planning skills, technical insight, and effective cross‑functional communication.
- 10+ years of experience preparing materials for and conducting executive‑level presentations.
- 10+ years of experience performing technical project management activities in support of large-scale ERP or financial systems programs.
- 10+ years of experience interpreting contractual language and integrating it into daily workflows, with a demonstrated ability to hold vendors accountable to contractual requirements.
- 10+ years of extensive knowledge of and experience with data integration, data quality, and SDLC processes and methodologies.
- 10+ years of technical experience with PeopleSoft FSCM or HCM 9.2 and related toolsets, including:
- PeopleTools, PeopleCode, Application Designer, SQL, PS/Query, SQR, Application Engine, Oracle Database 11g or higher.
- 10+ years of experience with CAPPS Central (or comparable) production and deployment technical support activities for a large, multi-agency or multi-entity environment (e.g., more than 100 agencies and multiple hub instances).
- 8+ years of experience with IT service desk functions and knowledge of ITIL framework methodologies and processes.
- 3+ years of experience providing full support for BOSSDesk or a comparable ITIL-compliant service desk application, including configuration, administration, and advanced troubleshooting.
- Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
- Minimum Skills: Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
- Exceptional verbal and written communication skills.
- Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
- Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
- Must be self-motivated and able to work well independently as well as on a multi-functional team.
- Ability to handle sensitive and confidential information appropriately.
- Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
Benefits:
- Medical, Dental and Vision Insurance; Wellness Program
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability options
- Basic Life and AD&D Insurance (Company Provided)
- Voluntary Life and AD&D options
- 401(k) Retirement Savings Plan with matching after one year
- Paid Time Off
Similar Jobs
Support Analyst – Senior, Veeva Systems
Support Analyst ensuring compliance in regulated Life Sciences and Healthcare environments. Involves problem-solving in corporate Windows settings and collaboration with global teams.
CAPPS Functional Technical Analyst
CAPPS Functional Technical Analyst providing technical assistance and consultative services for CAPPS program. Focused on HR/Payroll and related CAPPS modules with minimal supervision.
Financial Functional Technical Analyst
Analyzing financial processes and providing technical support for CAPPS financials. Collaborating with service desk and ensuring compliance with standards and requirements.
IT Service Desk Support Analyst – Level 1
IT Service Desk Support Analyst providing 1st Level Support to IT systems and integration solutions. Working with clients to resolve issues, manage tickets, and support new applications.
Senior Telecom Support Engineer
Senior Telecom Support Engineer at Hewlett Packard Enterprise providing advanced technical support for telecom and networking solutions. Analyzing issues and delivering effective solutions while ensuring customer satisfaction.
Technical Support Engineer – Openstack, Kubernetes
Technical Support Engineer maintaining customer environments and supporting Mirantis OpenStack/Kubernetes infrastructure. Troubleshooting system-level issues with hands-on Linux administration experience.
Designated Support Engineer
Designated Support Engineer providing white-glove support for Kubernetes deployments. Serving as a technical champion for Everpure’s strategic accounts to maximize reliability and performance.
Computer User Support Analyst, Level 2
Computer User Support Analyst providing IT support for OHSU's staff and partners. Responsible for triaging support requests and maintaining customer relations.
Technical Support Engineer
Technical Support Engineer troubleshooting tier II support tickets for Censis products. Collaborating with various teams during pre-implementation and providing technical advisement on customer inquiries.
IT Support Analyst
IT Support Analyst providing responsive support for employees across Binance.US. Focus on macOS environments, Google Workspace, and technical troubleshooting in a fully remote setup.
Enterprise Support Engineer, IT Billing Services
Technical support engineer ensuring billing services platform stability and integration at Genesys. Collaborating cross-functionally to resolve issues in complex, integrated billing ecosystem.
Support Technician
Support Technician role at SONDA focusing on user support and IT maintenance. Engage in clear communication and problem-solving for end-user issues.
Cyber Expert Support Engineer
Corporate Cloud Expert Engineer resolving complex technical incidents for Acronis products. Collaborating with customers and internal teams to ensure robust cybersecurity practices and enhance customer experience.
Support Engineer, Inglés C1
Support Engineer optimizing Contact Center infrastructure and collaborating with global teams. Responsible for implementation and maintenance of critical systems.
HVAC Technical Support Analyst II
HVAC Technical Support Analyst providing technical advice to sales reps and customers about HVAC equipment. Manages casework and promotes resources in a fast-paced environment.
Application Support Analyst – EDI, FTP, Customs/ABI
Application Support Analyst providing support for EDI, FTP, and customs processes for Southern Border operations. Seeking a bilingual professional for customer coordination in Mexico.
Help Desk Support Engineer
Help Desk Support Engineer providing technical support for customers and systems in a remote capacity. Enhance operational excellence while ensuring minimal production downtime in a manufacturing environment.
Technical Support Agent
Technical Support Agent providing technical assistance and troubleshooting for a fast-growing AI-driven SaaS company. Collaborating with customers and engineering teams to enhance user experience and workflows.
Technical Analyst – MMIS, Medicaid Pharmacy
Advisor Technical Analyst managing technical execution for MMIS and Medicaid Pharmacy systems. Collaborates with teams to provide solutions to healthcare challenges.
Business Support Analyst
Business Support Analyst providing operational support and advice to stakeholders at BMO. Collaborates on strategic initiatives and ensures effective business processes in Canada.