Offer summary

Qualifications:

Masters or Bachelors degree in Business Administration, Project Management, Computer Science, or a related field., AWS Certified Solutions Architect, AWS Certified Cloud Practitioner, or AWS Certified Developer Associate certification., 10+ years of Systems Analysis experience..

Key responsabilities:

Provide advanced problem resolution for tickets escalated from Tier Level 2.

Assist Tier 1 and Tier 2 personnel with troubleshooting and analysis methods.

Coordinate with DOT IT Shared Services on infrastructure changes.

Update the DOT Drupal Environment to integrate with third-party tools and finalize features.

Job description

cFocus Software is seeking an Application Systems Analyst to join our program supporting USDOT in Washington, DC. This role has remote capabilities.

Qualifications:

Masters or Bachelors degree in Business Admministration, Project Management, Computer Science, or a related field
AWS Certified Solutions Architect, AWS Certified Cloud Practitioner, or AWS Certified Developer Associate certification
10+ years of Systems Analysis experience

Duties:

Provide advanced problem resolution for tickets escalated from Tier Level 2.
Provide expert level troubleshooting and analysis methods.
Provide Subject Matter Experts (SMEs) to assist both Tier 1 and Tier 2 personnel; assist with the research and development of solutions to new or unknown issues.
Assess the time already spent troubleshooting at the Tier 2, so the service request is prioritized and managed accordingly.
Provide follow-up to customer/end-user on the status of the service request until resolution.
Make end-user contact as required and provide solutions as practicable over the telephone, MS Teams, and/or through remote access, etc.
Verify service request resolution prior to closure.
Resolve Tier 3 issues and issues resulting from the DOT CMS platform
Coordination with DOT IT Shared Services (ITSS) on infrastructure changes
DOT Drupal Environment Configuration – Updating the DOT Drupal Environment to integrate with existing third-party tools (e.g., Qualtrics) and finalizing features for the DOT Drupal environment, or any future CMS environments adopted by DOT during the period of performance of this BPA
Implementation of all Acquia hosting environments