Sap/erp User Support & Outreach Analyst (business Analyst Ii)

Fairfax, Virginia
$65,747.97 - $109,579.81 Annually
Jan 21, 2023
Feb 11, 2023
Full Time
Job Announcement

Note: Fairfax County’s telework policy allows employees to telework up to 60% of the weekly working schedule. For this position, that generally equates to a maximum of 3 days a week of remote work and at least 2 days a week in the office at the Fairfax County Government Center in Fairfax, VA.

Serves on the FOCUS Business Support Group (FBSG) in the Department of Management and Budget as a functional business analyst for the county’s enterprise resource planning system, SAP. Under general supervision, serves at an intermediate level to provide tier 1 and 2 level end user support, communication and outreach to our user community, web site management, and training and procedure documentation such as user guides, FAQs and knowledgebase articles. This position will provide general help desk support and basic issue troubleshooting for all the modules used including SAP financials (ECC CO, GL, AP, AR, FM, GM, AA, PS and TR), procurement (ECC logistics and SRM), human capital management (ECC PA, OM, PY, BN, TM, ESS/MSS), general security/access issues, as well as in-depth technical support for more common but complex issues. Responds to requests for technical assistance via service desk, phone, chat messages, or email. Logs incidents reported, monitors status, routes or escalates issues if needed, and documents interactions and resolutions in the county’s service desk system. This position will also provide business analyst support for specific modules as needed to include unit, regression and integration testing related to system configuration, development work, and routine system upgrades, assist higher level business analysts in the group with performing system configurations, and business process improvements.

In coordination with all parties including other FOCUS Business Support Group team members, business process owners and appropriate information technology staff, this position assesses the capability of the system, works on potential upgrade or new system functionality, maintains current functionality, diagnoses and troubleshoots problems, provides system related knowledge relevant to the development and implementation of general guidelines, policies and procedures for the modules it is designated to support and serves the needs of the user community. This position studies, researches and provides recommendations regarding existing or proposed system functionality. Assists in the preparation of short- and long-range information technology plans. Represents the FOCUS Business Support Group in discussions with business process owners, agency representatives, information technology staff and end users. In concert with other FOCUS Business Support Group team members, acts as the intermediary between end users and technical staff to resolve problems. Assists in determining causes of system problems and works with technical staff and various teams to determine appropriate corrective actions. Defines problems and recommends procedural, policy and system solutions. Understands and follows change management policies and procedures.

Illustrative Duties

(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position job description.)

  • Analyzes business operations;
  • Conducts discussions with agency representatives to review, evaluate, and analyze existing systems;
  • Defines problems and information processing requirements;
  • Recommends procedural and operating improvements;
  • Identify needed automation support;
  • Administers specialized departmental systems; performs day-to-day maintenance of systems;
  • Identifies and tests system enhancements;
  • Evaluates system performance and makes recommendations for increased efficiency;
  • Identifies business needs and business process improvements;
  • Represents the agency in new system implementation;
  • Participates in the evaluation of design elements;
  • Assists technical staff in developing and preparing system design documents;
  • Develops, conducts, and coordinates acceptance testing;
  • Advises technical staff in designing systems outputs and formats;
  • Assists in determining causes of system problems and works with technical staff to determine appropriate corrective actions;
  • Acts as intermediary between users and technical staff to resolve problems;
  • Participates in developing user training manual;
  • Provides training to users;
  • Works closely with agency IT technical staff;
  • Develops and provides technical briefings for staff on new services and system components;
  • Provides technical support and training to users of installed software;
  • Attends training workshops, product demonstrations, conferences, and technical briefings;
  • Stays abreast of technology changes;
  • Provides assistance to other staff as needed;
  • Serves on committees and task forces and undertakes special projects as assigned.

Required Knowledge Skills and Abilities

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

  • Knowledge of departmental operations, processes, and procedures;
  • Knowledge of capabilities of information technology software, hardware, and network communication technology;
  • Knowledge of the capabilities of various computer platforms functioning in centralized, distributed, client server, and stand alone environments;
  • Knowledge of effective processes, methods, techniques to analyze and evaluate business operations;
  • Ability to analyze and evaluate administrative processes and procedures for automation purposes;
  • Ability to conduct research into new information technology;
  • Ability to train employees in the use of hardware and software;
  • Ability to prepare user manuals;
  • Ability to translate technical terminology into terms understandable to management and employees;
  • Ability to establish and maintain effective business relationships.

Employment Standards

Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Bachelor's degree in business, computer science or a field related to the department where the information technology services are being used; plus two years of experience analyzing business processes and/or developing/maintaining the main business system, technical platform or a related system.


The appointee to this position will be required to complete a criminal background check to the satisfaction of the employer.

All newly hired employees are required to be fully vaccinated against COVID-19 (two weeks after the last required dose) as a condition of employment or obtain approval of a medical or religious exemption prior to their start date. Proof of an exemption or vaccination status will be required during the pre-employment onboarding process. New employees who obtain an exemption from the vaccine mandate for medical or sincerely held religious beliefs may be subject to a weekly testing requirement. Vaccinated employees and employees with a medical or religious exemption will complete the attestation online on their first day of employment or shortly thereafter.

  • Knowledge and experience with providing tier 1 and 2 level user support for SAP or other similar enterprise resource planning systems, primarily in the areas of Financials, Human Capital Management and/or Procurement.
  • Strong customer service skills and experience working with users on daily system issues
  • Experience working with help desk systems such as ServiceNow
  • Experience in participating in unit, acceptance, integration and regression testing.
  • Ability to establish and maintain effective relationships with stakeholders and end users.
  • Must have the ability to communicate clearly, effectively and concisely, orally and in writing. Ability to attend meetings and make presentations.
  • Proficiency in Sharepoint and web site management and design
  • Proficiency using Microsoft Outlook, Word, Excel, and PowerPoint computer software.

Job is generally sedentary in nature, however, employee must be sufficiently mobile to attend meetings and make presentations. Employee may be required to lift and carry up to 15 pounds. Incumbent must be able to operate keyboard driven equipment. Visual acuity is required to read data on a computer monitor and in printed format. Duties can be performed with or without reasonable accommodations.

Panel interview and may include exercise.

The population of Fairfax County is very diverse where 39.8% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others) and we are committed to providing county services to individuals regardless of English proficiency. Qualified candidates who are bilingual in English and another language are encouraged to apply for this job opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 703-324-4900 for assistance. TTY 703-222-7314. EEO/AA/TTY.

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