Systems Analyst

Inserso; San Antonio (TX); Remote; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated FFMS System Analyst to provide critical operations support to federal customers. This role involves managing financial and travel systems, ensuring their functionality and availability. You will work closely with teams to troubleshoot issues, support user accounts, and implement process improvements. The ideal candidate will have a strong background in IT support and customer service, with a passion for enhancing user experience. Join a forward-thinking organization where your skills will make a significant impact on federal operations.

Qualifications

• 3+ years of IT support or related experience.
• 1+ year in a Service Desk role providing direct customer support.

Responsibilities

• Provide Tier 2 user support for Financial Management and Travel systems.
• Monitor system interface logs and resolve issues.

Skills

IT Support

Customer Service

Microsoft Office Suite

Technical Documentation

Troubleshooting

Education

Associate Degree

Tools

SAP Concur

Job description

FFMS System Analyst Job Description

The FFMS System Analyst will provide operations support to our federal customers based in Washington DC and remote locations. The FFMS System Analyst is responsible for the daily operation of the financial and travel systems used to support the customers' program. The analyst will also provide functional support to the customer and assist the teams and Technical Task Leads in updating, resolving, and reporting on system status and issues impacting the system's availability and/or functionality.

Responsibilities:

1. Provide Tier 2 user support for Financial Management System and Travel systems.
2. Provide user account creation, modification, and access rights support.
3. Monitor and review the system interface logs, resolving issues.
4. Review and provide audit log and all required reports on financial or travel system.
5. Provide maintenance support as needed.
6. Participate in all performance audits.
7. Provide system project support.
8. Process user feedback and address issues with technical documentation.
9. Implement continuous process improvements related to troubleshooting and resolution processes, including communicating activities, analyzing results, and documenting actions.
10. Translate technical information into clear, readable documents for technical and non-technical personnel.
11. Identify resources required for each task.
12. Develop plans for automated information systems from inception to completion.
13. Coordinate with the Project Lead to ensure problem resolution and user satisfaction.

Required Skills/Experience:

1. Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
2. Associate Degree or equivalent experience.
3. At least 3 years of IT support or related experience.
4. At least 1 year of experience in a Service Desk/call center role providing direct customer technical support.
5. ITIL v4 Foundations Certification or the ability to obtain within 6 months.
6. 2 years of experience working with the Microsoft Office suite.
7. Proven customer support experience or experience as a client service representative.

Preferred Skills/Experience:

1. Experience supporting Travel and/or Financial Management systems.
2. Experience supporting SAP Concur Travel Management System.
3. Experience supporting DHS or similar federal agencies.
4. Relevant technical certifications (e.g., Cisco, Microsoft, CompTIA, etc.).

Physical and Mental Qualifications:

• Outstanding communication skills in both formal and informal formats with customers, stakeholders, and technical staff.

EOE, including Disability/Vets. Reasonable accommodations will be made for qualified individuals with disabilities, where such accommodations do not impose an undue hardship during the application process or on the job.