CAPPS Service Desk Analyst (Remote)

CAPPS Service Desk Analyst (Remote)

Location: Austin, TX

Duration: 12 Months with possible extension

Job Description:

The candidate will be part of Fiscal Management Statewide Fiscal Systems team, supporting the Centralized Accounting and Payroll/Personnel System (CAPPS) Program. The CAPPS Program for this engagement comprises the following components: HR/Payroll (inclusive of Recruit functionality), Financials, STARR, and all ancillary systems. The candidate must be adaptable and able to learn and integrate new systems and platforms as needed, such as CGI Advantage.

The client work includes, but is not limited to, the following:

• Performing highly advanced (senior level) consultative services and technical assistance work related to supporting the CAPPS Program.
• Ensuring the CAPPS Financials Requirements, Procedures, Development, and Testing from the CAPPS Managed Services vendor meet the CAPPS written procedures, coding standards, and follow the CAPPS System Development Lifecycle.
• Ensuring that all digital products and content meet WCAG 2.1 accessibility standards. This includes maintaining perceivable, operable, understandable, and robust experiences for all users, regularly reviewing content for compliance, and implementing updates or remediation whenever accessibility issues are identified.
• Providing oversight for the functional and technical design walks, including, but not limited to:
• Analyzing business processes and current system workflows to assess ERP design fit.
• Reviewing functional designs, specs, and integration docs 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.
• Responsible for reviewing developed code for compliance with defined requirements and validating code comparisons prior to migration to ensure adherence to all established standards.
• Responsible for maintaining and supporting the CAPPS Service Desk Application, including, but not limited to:
• Product configuration and administrative support.
• Remaining current on all functionality offered by BOSSDesk.
• Maintaining an ITIL-compliant service desk application.
• Ensuring the application remains current with all approved configuration changes to support the client customized version.
• Performing advanced troubleshooting and root cause analysis.
• Ensuring integration and providing API support (TDIS).
• Responding to reported incidents and monitoring the system.
• Maintaining technical documentation and knowledge management repository.
• Collaborating and coordinating with BOSSDesk as required for engineering and product support.
• Assisting with data analysis and requested reporting.
• Performs highly advanced analysis and participates in special projects and cyclic processes in support of CAPPS Hub Program, including, but not limited to:
• Monthly meetings to ensure CACE compliance with the client standards as outlined by Governance version 2.0.
• Create and deliver the CAPPS Texas baselines to all CAPPS Hub agencies that are in a “current” status.
• Conducts quarterly baseline attestations.
• Provides Level 2 Service Desk duties, inclusive of, but not limited to, ticket handling for complex issues, in-depth troubleshooting, well-documented analysis, and basic configurations following an established and auditable process. All work is done in cooperation and collaboration with a managed services vendor that is responsible for all Level 3 duties.
• Performs all duties following the client processes, policies, and procedures within project scope and on schedule in accordance with milestones, deliverables, and due dates.
• Works under minimal supervision, relying on experience and judgment to plan and accomplish goals, independently performing a variety of complicated tasks. Established processes and procedures must be followed.
• Performs all work in accordance with Information Technology Infrastructure Library (ITIL) principles and practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
• Actively responds to and maintains customer ticket requests via the CAPPS Service Desk with current information and statuses, including but not limited to interface issues, IP Whitelisting EFT server connectivity, agency transfer files, batch failures and all related technical tasks across the agencies.
• Actively participates in the client Major Incident Management (MIM) process for P1 and P2 incidents according to module responsibilities.
• Participates in Disaster Recovery and Upgrade Testing activities.
• Makes presentations at CAPPS User Groups.
• Plans, designs, develops, implements, supports, and maintains the information technology security measures to safeguard system information.
• Participates as directed in an annual SOC-1 attestation audit designed to ensure that controls are effectively designed and operated to ensure the accuracy and security of all information contained/processed via CAPPS. Any enhancements, process changes, or system fixes consider security, availability, processing integrity, confidentiality, and privacy as solutions are suggested, approved, and implemented.
• Performing other related work as assigned.

Candidate Skills and Qualifications:

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

10 - Required - Extensive Texas public sector experience, directly working for or supporting a Texas state government agency

10 - Required - Extensive experience performing technical activities in support of CPA application systems

10 - Required - Extensive experience creating and managing a strategic roadmap by combining strong planning skills, technical insight, and effective cross functional communication

10 - Required - Experience preparing materials for and conducting executive-level presentations

10 - Required - Experience performing technical project management activities in support of CPA’s CAPPS program

10 - Required - Experience in interpreting contractual language and integrating it into daily workflows, while consistently holding vendors accountable to contractual requirements

10 - Required - Extensive knowledge of/experience with data integration, data quality, and SDLC processes and methodologies

10 - Required - Technical experience with PeopleSoft FSCM or HCM 9.2, PeopleTools, Peoplecode, Application Designer, SQL, PS Query, SQR, Application Engine and Oracle 11 or higher

10 - Required - Experience with CAPPS Central production and deployment technical support activities for more than 100 agencies and 5 Hub instances.

8 - Required - Experience with IT service desk functions, knowledge of ITIL framework methodologies and processes.

3 - Required - Providing full support for BOSSDesk or comparable ITIL compliant service desk application.

10 - Preferred - Experience with software and hardware management industry best practices

10 - Preferred - Experience with CPA’s legacy Statewide Financial Systems production support activities

10 - Preferred - Experience developing technical specifications to support IT procurements

Other Special Requirements:

• • Have experience in gathering business requirements for large projects
  • Work independently in a diverse team environment with on-site and remote team members.
  • Have strong written, verbal, and interpersonal communication skills.
  • Have knowledge of project management methodologies.
  • Have knowledge of technical and functional attributes of Oracle PeopleSoft.
  • Have problem-solving skills and the ability to multitask with readiness to put in extra efforts when necessary.
  • Have experience with Agile and other SDLC methodologies.
  • Have experience with ITIL methodologies.
  • Have experience with or knowledge of information security frameworks (i.e., NIST).