System Analyst

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., * Provide Tier 2 user support for Financial Management System and Travel systems.

• Provide user account creation, modification, and access rights support.
• Monitor and review the system interface logs, resolving issues.
• Review and provide audit log and all required reports on financial or travel system.
• Provide maintenance support as needed.
• Participate in all performance audits.
• Provide system project support.
• Processing user feedback and addressing issues with new and historical technical documentation.
• Implementing continuous process improvement as it applies to troubleshooting and resolution processes while communicating ongoing activities, analyzing results, documenting actions taken, and passing resulting process changes to the Documentation Manager.
• Gathers, analyzes, translates, and composes technical information into clear, readable documents to be used by technical and non-technical personnel.
• Identifies resources required for each task.
• Develop plans for automated information systems from project inception to conclusion.
• Coordinate with the Project Lead to ensure problem solution and user satisfaction.

• Must be a U.S. Citizen and pass the DHS Employment Eligibility Verification process.
• Associate Degree or equivalent experience.
• 2 years of relevant IT support experience (Desktop support, IT Field Engineer, Service Desk).
• Experience working in an IT Service Desk environment.
• Experience using ServiceNow or other similar ITSM tools.
• Flexibility to work various dayshifts (4AM to 6PM) and on call as needed.

Preferred Skills/Experience:

• ITIL Foundations Certification.
• Experience supporting DHS or other similar federal agencies.
• Experience providing technical support for Travel and/or Financial Management systems.
• Experience providing technical support for SAP Concur Travel Management System.
• Other relevant technical certifications (e.g., Cisco, Microsoft, CompTIA, etc.).

Physical and/or Mental Qualifications, if applicable*:

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