IT Ops Analyst, SCO

To coordinate operational resources with the data processing schedule through Infor’s configurations and efficient Production scheduling techniques. To perform functions associated with the main IT HelpDesk. To operate and monitor computer equipment and peripheral devices ranging from ERP (Luma) or mini-computer equipment to large open systems network systems. This position requires active in-office collaboration to facilitate real-time problem solving, knowledge sharing, and responsive customer service.

Essential Job Functions:

• Monitor, gather details, troubleshoot and triage Help Desk cases, requests and incidents.

o Provide Tier 1 level support to SCO’s customers. Identify end point problems (MFA, browser, connectivity, etc.) and takes steps required to solve prior to escalation.

o Determine impact - who and how many might be affected - assist in escalations to ensure appropriate resources are informed and necessary customer communications distributed.

o Prepare meaningful and detailed problem descriptions.

o Resolve and coordinate problem resolution with in-house staff and vendors.

• Submit Interfaces for execution via Luma Async Administrator.

• Analyze Luma Work Units and associated File input/output control processes; verifies completeness and accuracy of executed Interfaces and reports ensuring Production schedules are met.

o Department of Health and Welfare daily Cash Import process.

o Wells Fargo nightly SFTP ACH upload.

o Workforce Management daily Security, Delta File and process verification.

• Assists customers with problem resolution and questions arising from job processing.

• Develop and maintain Production schedules and modifies schedules when required.

• Reviews production procedures to ensure compliance to production scheduling requirements.

• Troubleshoot and correct customer sign on problems.

o Enterprise Dashboard registration, DUO MFA, Former employee Google MFA, Employee syncing within GHR, Lawson, IDP and additional Active Directories.

• Maintain and distribute a schedule of computer events that reflect requests from the customer community or planned system upgrades.

• Statewide SFTP processing for ACH Files and daily Printing of Warrants, Remittances, Offset Mailers.

o Annual Tax documentation Importing and Production printing; W-2’s, 1099’s, and Tax Refunds.

o Folding and Sealing on Production Printing.

o Uploading Employee Document Self-Serve Tax forms within MHC.

• Troubleshoots system operating problems and determines the cause of system interruptions.

• Operates and monitors computer system and supporting hardware equipment.

• Performs checks to verify systems are stable.

• Operates peripheral computer equipment.

• Perform hardware and Environmental preventive maintenance.

• Test new software releases prior to Office-wide deployment.

• Enforces physical security for computer systems.

o Audits and coordinates security access needs for SCO primary and business continuity site.

• Author, maintain and assist with process related documentation for IT Servicedesk support needs.

• Train new service desk personnel.

• Provide event related Operations Support at disaster recovery site.

• In-person (and in-office) collaboration with team members to problem solve and provide customer service in real time is essential to this position.

Additional Functions:

• Strong written and verbal communication skills.

• Contributes to the positive performance of the computer services division and the office.

• Demonstrates timely and consistent attendance (critical to this position).

• This is an in-office position.

• Flexibility to participate in a Weekend coverage rotation.

• Other duties as assigned.

• Experience maintaining production schedules and meeting pre-defined deadlines.

• Provide aid to customers and convey information to technical staff.

• Reading and comprehending technical material.

• Experience documenting operational problems and some knowledge of computer systems.

• Demonstrates good knowledge of steps involved in computer operations workflow.

• Ability to interpret technical materials and adhere to documented processes/procedures.

• Strong organization, problem solving and multi-tasking skills.

• Sensitive to confidential information and privacy while providing customer service.

• Strong sense of customer service and professionalism, even in a sometimes-stressful environment.

• Ability to meet deadlines while being interrupted and to adapt to constantly changing situations.

• Ability to complete assigned tasks individually, as well as work cooperatively as a team to complete tasks.

• Perform job duties in a consistent, thorough and accurate manner.

The State of Idaho offers a robust total compensation package, including medical, vision, and dental insurance; PERSI retirement benefits; paid sick, vacation, and parental leave; and 11 paid holidays per year. For additional information related to benefits and/or State programs, please visit https://dhr.idaho.gov/StateEmployees/Benefits.html.*