Requisition Number 17-0076 Post Date 5/11/2017 Title Systems Analyst Location Charles Town, WV Company APUS Description Please scroll all the way down and click "Apply On-Line" to apply for this posting. * Reports To: Manager, Production Support* Department: Information Technology* Office Location: Charles Town* FLSA Status: Exempt* Date Posted: May 11, 2017* Date Closing: Open Until Filled Synopsis of Role: The Systems Analyst, Production Support provides advanced feature and product defects (Level 2) support for production systems directly and through developers. Level 2 support includes coordination of information technology (IT) and business user resources for prompt escalation and resolutions of production system defects. This role analyzes user requirements, procedures, and problems to automate processing or to improve existing computer systems. The systems analyst reports to the manager, IT production support. Essential Functions: * Responsible for delivering exceptional service to students, faculty and staff, and for establishing metrics to track and report on service level related performance.* Delivers systems analysis and production support to include: analysis of advanced feature and product defect (Level 2) support and resolution for production systems including but not limited to Great Plains, Onbase, Data Warehouse, CRM, SharePoint, Global and PAD. Level 2 support includes coordination of IT and business user resources for prompt escalation and resolution of production system defects.* Drives successful delivery and analysis of end-user requirements for projects and enhancements.* Oversees quality assurance effort of the SDLC to ensure service requests and projects shipped to production meet users' needs and expectations.* Manages the product backlog to identify bundling and resolution opportunities, identification and analysis of procedures, and problems to automate processing or to improve existing computer systems.* Displays good analysis and problem solving skills, accurately analyzing situations and utilizing creative problem solving techniques.* Troubleshoots and resolves complex system issues to meet business priorities.* Confers with personnel of organizational units involved to analyze current operational procedures, identify problems, and learn specific input and output requirements such as forms of data input, how data is to be summarized, and formats for reports.*Reviews computer system capabilities, workflow, and scheduling limitations to determine if requested program or program change is possible within existing system.* Studies existing information processing systems to evaluate effectiveness and makes suggestions to improve production or workflow as required.* Prepares workflow charts and diagrams to specify in detail operations to be performed by equipment and computer programs and operations to be performed by personnel in system.* Plans and prepares or updates technical reports, memoranda, and instructional manuals as documentation of program development.* Suggests upgrades and error corrections to maintain system after implementation.* Assists software engineer in resolution of work problems related to flow charts, project specifications, or programming.* Prepares and communicates time estimates for completing assignments.* Develops and maintains system documentation to ensure operational efficiency.* Actively participates in the change management process.* Participates in on call rotation.* Performs other duties as assigned. Work Environment and Physical Demands: * Standard office environment in Charles Town, WV. Requirements Required Skills: * Excellent written and verbal communication skills.* Ability to acquire information quickly.* Strong business acumen.* Strong service and student orientation.* Ability to think strategically and innovatively.* Flexibility in an ever-changing environment.* Strong performance management.* Ability to plan and monitor for results.* Rational decision making ability.* Ability to influence others.* Willingness and ability to learn new skills.* Excellent customer service skills.* Strong organizational and administrative skills.* Demonstrated ability to manage workload under tight deadlines.* Ability to multitask and work with minimal supervision.* Strong attention to detail. Required Experience: * Bachelor's in Computer Science or Information Technology preferred.* 2-5 years of experience in a complex IT organization.* Strong knowledge of .NET technologies.* Knowledge of Team Foundation Server (TFS).* PMP, QAI or other IT certifications are preferred.* Information Technology Infrastructure Library (ITIL) Certification preferred.