Help Desk Application Analyst

Location: Remote

Required Clearance: Requires a Public Trust Clearance. Must be a U.S. citizen or permanent resident and be eligible for this clearance. 

Certifications: Plateau certification

Required Education: Associate’s degree in Information Technology, MIS, or a related field is preferred. Degrees may be substituted for 5 years of experience.

Required Experience: 5+ years

Description

PingWind is seeking a highly skilled and experienced Help Desk Application Analyst for the Human Capitol Service Center (HCSC) Tier 2 support of the Department of Veterans Affairs (VA) Talent Management System (TMS) and the VA Emergency Alerting and Accountability System (EAAS) Help Desk operations.  This role will assist with escalated tickets from the Enterprise Service Desk (ESD) Tier 1 and supporting all TMS and EAAS users, including doctors, nurses, educators, designated VA Program Managers (PM), Enterprise Infrastructure Engineers, Core Infrastructure Services staff, and site system administrators at all levels, ranging from entry level employees to supervisors

Responsibilities

• Application issue resolution: When an application problem occurs Application Analyst will analyze how many users are affected, when the issue started, and attempt to reproduce the issue in order to identify the cause. This data will be documented and escalated to the appropriate Tier 3 application owner, LMB, and/or vendor for evaluation of the issue. Will track issues, test fixes, and communicate with Tier 3 personnel until the issue is resolved. The HCSC TMS COP SharePoint Site is utilized as the TMS Community Bulletin board. Application Analyst will provide announcements of major application issues, and status updates on the issues as they are being addressed. Once an issue has been resolved, the status posted on the SharePoint site will be updated to “resolved”.

• Participation in Daily Calls: Participate in daily operation calls with all Stakeholders (HCSC, SAP, ESD, and Operations.) During these calls, we will review any high profile issues that have been reported, future updates, and notify stakeholders of any new issues found that need to be addressed.

• Managed Self Enrollment (MSE) maintenance: Operation Maintenance Database Administrator provides a list of accounts that need to be merged, as well as a second list of accounts that have the incorrect TMS roles. 

• Educational Data Repository (EDR) facility fixes: Utilizing the Trace system, a technician will research the User's job location within the TMS, PM, and Outlook GAL. The technician will then correct the text description associated with the job location codes. Periodically a domain will create a new Job code that impacts hundreds of accounts. When this occurs, each affected account needs to be updated with the correct location description. Assistance with the Mapping Table. When a new organization code is created in the EDR it requires an update to the mapping table. Once notified of accounts that are in a wrong domain, work with the Domain Manager, and Operation and Maintenance Database Administrator to update the mapping table 

• TMS Local Administrator Finder: Application Analyst will work with the VALU’s TMS Local Admin Interactive Map, which is used by Administrators, Users, and ESD to identify the correct POC for each domain. We will maintain the accuracy of the POC’s for each of the 843 domains. Each domain is required to have a minimum of two POC’s. 

• TMS Submitted Reports: Monitor the success rate of reports submitted in the TMS. A drop in success rate is observed Application Analyst investigate and, collaborate with SAP and HCSC on the daily morning call. 

• Identifying TMS import errors: Health Stream provides a daily summary of imported data by TMS Users accessing Health Stream courses. Errors discovered will be investigated by Tier 2 Application Analyst will work with the appropriate parties to resolve them. Resolution can vary depending on the complexity of the problem. Monitor connector report issue to IL Team Work with collaborate with SAP and HCSC on the daily morning call. 

• Reports, certificate of training: Tier 2 Application Analyst will provide support to TMS administrators who require assistance obtaining reports from TMS.

• User Acceptance Testing (UAT), identifying fixes or upgrade verification: Tier 2 Application Analyst will participate in the testing of software upgrades to ensure that changes have not adversely affected the application. Testing scripts will be provided to Tier 2 Application Analyst for different areas of the application. Each script can take up to 6-to-12 hours to complete. Tier 2 Application Analyst will also perform a smoke test of the entire system and collaborate for 508 compliance testing. UAT testing has typically been conducted via a live meeting with all stakeholders that is scheduled for 6 hours over 4-to-5 consecutive days. 

• VA TMS course testing: Tier 2 Application Analyst will take part in reviewing, testing, and providing feedback for high profile courses that are updated annually prior to release. 

• HCSC-supported application: Tier 2 Application Analyst will support TMS administrators who need assistance with TMS Administrator access or Profile Maintenance access.

• Troubleshooting PC setup, browser optimization: Tier 2 Application Analyst attempt to determine browser and PC settings, as well as network issues that affect course delivery. Utilize VA-approved Microsoft Lync 2010 as a remote technology to diagnose and troubleshoot settings that may be causing issues and Fiddler4.   

• Identify database repair or related issues: Application Analyst are tasked to locate items that may negatively affect the system, such as malfunctions/bugs. Application Analyst proactively check different functions in the applications by setting up triggers to send alerts and report our findings if the task or functionality is not performing properly. When problems are identified, we will document the steps taken to describe the issue, identify the part of system affected, and provide a workaround, if one is available. This information will be escalated to the appropriate resources, such as the Talent Management System Operations and Maintenance Manager. Daily monitoring of database import files, identifying potential issues, collaborate with HCSC, escalate, and implementing necessary changes. Collaborate with VA database administer, developers (SAP), and system administrators to troubleshoot database-related problems and implement solutions.  Communicate findings with developers and recommendations, providing insights that may influence decision-making regarding database architecture. Additionally, assist developers with monitoring/correcting of non-processed background jobs.   

• VA Single Sign-On Initiative (SSOi): Application Analyst will troubleshoot technical issues that TMS users encounter while using the SSOi centralized logon interface for access to TMS. 

• Automated Notification Reporting (ANR) tool (Website for VA Notification of Service Disruptions): Issue arises in a specific location or application that impacts TMS, technician will utilize the ANR tool to determine if an ANR has been opened that could be causing the disruption to TMS, or other applications that interface with TMS. 

• Track efforts escalated to Tier 2 using the VA Enterprise Service Desk (ESD) SNOW Manager Help Desk software (VA ESD’s ticketing system): Application Analyst use the SDM system in synchronization with the ESD. Application Analyst will utilize the ticket system to track ticket statuses from inception at ESD Tier 1 to resolution and closure by our Tier 2 Application Analyst. 

• Serve as subject matter expert for online learning standards and how content works with the TMS application.  Provide deployment, testing, and support services for online courseware in TMS

• Coordinate with Quality Assurance and Engineering teams to provide assistance in identifying, reporting and resolving product defects.

• Perform root cause analysis and provide solutions for specific fields/areas. Identify the patterns and their solutions with incoming customer incidents. 

Requirements

• Working knowledge of web-based applications and data access mechanisms

• Plateau certification 

• Specialized training in system configuration

• Content integration

• ITIL

• Maintain confidentiality of information processed or prepared.

• ServiceNow ticket system

• Implementation, Global System Management, Back End and Front -End Functionality 

• Knowledgeable in the architecture environment of the system

• Familiarity with software programming or web development languages such as HTML, and JavaScript 

• Knowledge in Installing and configuring the product suite to recreate issues and analyze for root cause

• Experience with database management and administration tools

• Experience with Structured Query Language (SQL)

• Experience with Service enterprise level applications and Learning Management Systems

Preferred Qualifications

• Demonstrated success in working with people in establishing goals, objectives and change management plans.

• Strong communication and collaboration skills

• Experience/training in providing technical support

• Perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time sensitive deadlines. 

• Perform multiple tasks simultaneously, including handling interruptions, and return to and complete tasks in a timely manner. 

• Demonstrate integrity, ingenuity and inventiveness in the performance of assigned tasks. 

• Ability to easily adapt to and learn new technologies.

• Maintain confidentiality of information processed or prepared.

• Perform duties and responsibilities independently

• Ability to coordinate, research, and analyze special projects/reports. 

• Establish and maintain effective working relationships.

• Ability to perform duties with awareness of all requirements and company policies. 

• Must possess positive, professional, interpersonal skills.

About PingWind

PingWind is focused on delivering outstanding services to the federal government. We have extensive experience in the fields of cybersecurity, development, IT infrastructure, supply chain management and other professional services such as system design and continuous improvement. PingWind is an SBA certified Service-Disabled Veteran-Owned Small Business (SDVOSB) with offices in Northern Virginia and Huntsville AL. www.PingWind.com

Our benefits include:

• Eleven Paid Federal Holidays

• Paid Time Off starting at 5 hours per pay period (120 hours per year)

• Paid Parental Leave

• Three Medical Plans, PPO Dental, and Vision Insurance 

• 401k with generous employer match

• 529 College Savings Plan

• Continuing education assistance

• Company-paid Short-Term Disability, Long-Term Disability & Life Insurance/AD&D

• Flexible Spending Accounts

• Health and Wellness benefits including Calm Health app subscription and Wellhub gym membership subsidy

• Voluntary insurance plans including Critical Illness, Hospital Indemnity, Legal, Life/AD&D, and Pet Insurance

Veterans are encouraged to apply

PingWind, Inc. does not discriminate in employment opportunities, terms, and conditions of employment, or practices on the basis of race, age, gender, religious or political beliefs, national origin or heritage, disability, sexual orientation, or any characteristic protected by law