CAPPS Application Support Analyst

🔥 15 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $108.2k - $153.9k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Support Engineer

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Cayuse Holdings

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏛️ Government

🤝 B2B

🔒 Cybersecurity

Government • B2B • Cybersecurity

Cayuse Holdings is a company that represents a portfolio of businesses focused on delivering IT services across various sectors, including Government, Commercial, and Native Solutions. The company prioritizes long-term relationships with clients and provides a wide range of services, such as program and project management, cybersecurity operations, and systems implementation. With a commitment to sustainability and stewardship, Cayuse Holdings aims to make a positive impact while servicing federal, state, local governments, and tribal entities.

📋 Description

• Perform highly advanced consultative services and technical assistance related to supporting the CAPPS program and associated applications. • Ensure CAPPS Financials requirements, procedures, development, and testing activities from the Managed Services vendor meet written procedures, coding standards, and follow the CAPPS System Development Lifecycle (SDLC). • Provide technical project support and coordination for CAPPS-related initiatives, ensuring alignment with established milestones, deliverables, and due dates. • Ensure all digital products and content associated with CAPPS meet WCAG 2.1 accessibility standards, maintaining experiences that are perceivable, operable, understandable, and robust for all users. • Regularly review content and solutions for accessibility compliance and implement updates or remediation when accessibility issues are identified. • Submit and track all WCAG accessibility waivers, including: • - Coordinating testing efforts for compliance. • - Completing waiver submissions as required. • - Actively tracking requests submitted to the vendor requesting a resolution. • - Actively tracking system coding/configuration once resolutions are available. • - Renewing waivers upon expiration if solutions have not been provided or installed. • Provide oversight for functional and technical design walkthroughs, including: • - Analyzing business processes and current system workflows to assess ERP design fit. • - Reviewing functional designs, technical specifications, and integration documentation 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. • Review developed code for compliance with defined requirements and validate code comparisons prior to migration to ensure adherence to all established standards. • Maintain and support the CAPPS Service Desk application, including: • - Product configuration and administrative support. • - Remaining current on all functionality offered by BOSSDesk (or comparable ITIL-compliant service desk platform). • - Ensuring the service desk application remains ITIL-compliant. • - Ensuring the application remains current with all approved configuration changes to support customized implementations. • - Performing advanced troubleshooting and root-cause analysis. • - Ensuring integrations and providing API support (e.g., TDIS). • - Responding to reported incidents and proactively monitoring the system. • - Maintaining technical documentation and the knowledge management repository. • - Collaborating and coordinating with the service desk product vendor for engineering and product support. • - Assisting with data analysis and requested reporting. • Provide Level 2 Service Desk support, including ticket handling for complex issues, in-depth troubleshooting, well-documented analysis, and basic configurations following established and auditable processes. • Collaborate with a Managed Services vendor responsible for Level 3 duties, ensuring effective escalation and resolution. • Actively respond to and maintain customer ticket requests via the CAPPS Service Desk with current information and status updates, including but not limited to: • - Interface issues • - IP whitelisting • - EFT/secure server connectivity • - Agency transfer files • - Batch failures • - Other related technical tasks across agencies. • Perform all duties following established processes, policies, and procedures, within project scope and schedule, and in accordance with defined milestones and deliverables. • Work under minimal supervision, relying on experience and judgment to plan and accomplish goals while following established processes and procedures. • Perform all work in accordance with Information Technology Infrastructure Library (ITIL) principles and practices for: • - IT Service Management (ITSM) • - IT Asset Management (ITAM) • - Alignment of IT services with business needs. • Actively participate in the Major Incident Management (MIM) process for P1 and P2 incidents based on assigned module responsibilities. • Participate in Disaster Recovery (DR) and upgrade testing activities, including planning, execution, and documentation. • Deliver presentations at CAPPS user groups and other stakeholder forums as required. • Plan, design, develop, implement, support, and maintain information technology security measures to safeguard system information. • Participate, as directed, in annual SOC-1 attestation audits designed to ensure that controls are effectively designed and operated to ensure accuracy and security of CAPPS-related information. • Ensure that enhancements, process changes, and system fixes consider security, availability, processing integrity, confidentiality, and privacy as part of proposed and implemented solutions. • Other duties as assigned.

🎯 Requirements

• 10+ years of extensive Texas public sector experience directly working for or supporting a Texas state government agency. • 10+ years of experience performing technical activities in support of complex enterprise application systems (e.g., CAPPS or similar statewide ERP solutions). • 10+ years of experience creating and managing a strategic roadmap by combining strong planning skills, technical insight, and effective cross‑functional communication. • 10+ years of experience preparing materials for and conducting executive‑level presentations. • 10+ years of experience performing technical project management activities in support of large-scale ERP or financial systems programs. • 10+ years of experience interpreting contractual language and integrating it into daily workflows, with a demonstrated ability to hold vendors accountable to contractual requirements. • 10+ years of extensive knowledge of and experience with data integration, data quality, and SDLC processes and methodologies. • 10+ years of technical experience with PeopleSoft FSCM or HCM 9.2 and related toolsets, including: • PeopleTools, PeopleCode, Application Designer, SQL, PS/Query, SQR, Application Engine, Oracle Database 11g or higher. • 10+ years of experience with CAPPS Central (or comparable) production and deployment technical support activities for a large, multi-agency or multi-entity environment (e.g., more than 100 agencies and multiple hub instances). • 8+ years of experience with IT service desk functions and knowledge of ITIL framework methodologies and processes. • 3+ years of experience providing full support for BOSSDesk or a comparable ITIL-compliant service desk application, including configuration, administration, and advanced troubleshooting. • Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment. • Minimum Skills: Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner. • Exceptional verbal and written communication skills. • Excellent organizational, analytical, and problem-solving skills with high-level attention to detail. • Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner. • Must be self-motivated and able to work well independently as well as on a multi-functional team. • Ability to handle sensitive and confidential information appropriately. • Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

🏖️ Benefits

• Medical, Dental and Vision Insurance; Wellness Program • Flexible Spending Accounts (Healthcare, Dependent Care, Commuter) • Short-Term and Long-Term Disability options • Basic Life and AD&D Insurance (Company Provided) • Voluntary Life and AD&D options • 401(k) Retirement Savings Plan with matching after one year • Paid Time Off