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Capps Plumbing and Sewer, Inc. · 9 hours ago

DPS - IT - ITSM Platform Analyst - 0254

Texas-AustinWork Locations

Full-time

Onsite

Entry, Mid Level

2+ years exp

Capps Plumbing and Sewer, Inc. is part of the Texas Department of Public Safety, and they are seeking an ITSM Platform Analyst. The role involves performing complex computer systems analysis work, including the planning and analysis of user requirements and enhancing existing systems.

CommercialCustomer ServiceProperty ManagementResidential

Responsibilities

Perform IT Service Management (ITSM) platform solution requests intake, assess requirements, develop ITSM platform solutions, and provide post-production support

Participate in requirements elicitation, gathering and coordinating the functional and technical requirements for ITSM platform solutions

Coordinate relationships with key stakeholder and cross-functional teams

Create and validate the creation of forms, workflows, automation processes, expressions, reports, and dashboards using the ITSM platform, ensuring version control and effective management of all iterations

Participate in ITSM platform release management, performing comprehensive testing of new or modified solutions in collaboration with the requestor and following established change management procedures for production deployment

Create and update solution documentation and training, including the development of solution Users Guides and providing training as needed

Provide end user support, focusing on the incident resolution within the ITSM platform

Participate in the administration of production and non-production ITSM platform environments

Attends work regularly and observes approved work hours in accordance with agency leave and attendance policies

Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies

Perform other duties as assigned

Qualification

ITSM platform administrationITIL certificationTicketing system experienceMicrosoft Office proficiencyCustomer service experienceAnalytical reasoningInterpersonal skillsOrganizational skillsPresentation skillsConfidentiality

Required

High School diploma or equivalent is required

Minimum of two (2) years' experience using a ticketing or case management system

Minimum of two (2) years' experience supporting end users in a customer service environment

Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures

Knowledge of IT Service Management (ITSM) and ITSM platforms

Proficiency with Microsoft Office and appropriate levels of proficiency with utilized software and systems (e.g. CAPPS, SharePoint) and be able to learn new software/systems

Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers

Must be organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment; able to meet multiple and sometimes conflicting deadlines without sacrificing accuracy, timeliness or professionalism

Must be able to construct and deliver clear, concise, and professional presentations and/or communications to a variety of audiences and/or individuals

Must demonstrate ability to quickly and efficiently access relevant information and be able to utilize and/or present research and conclusions in a clear and concise manner

Must demonstrate an ability to examine data/information, discern variations/similarities, and be able identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems

Must demonstrate an ability to responsibly handle sensitive and confidential information and situations and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information

Must be able to work in safe manner at all times, avoiding shortcuts that have potential adverse results/risks, and must be able to comply with safety standards and best practices

Availability for after-hours and weekend work is required