CITC ENTERPRISES, INC.

JOB DESCRIPTION

Job Title: System Analyst / Sr. System Analyst 

Department: Information Technology (IT)

Reports To: Manager / Sr. Manager, Enterprise Applications

Supervises: None

FLSA Status: Exempt 

Pay Grade: E5 (System Analyst) / E6 (Sr. System Analyst)

Job Type: Full-Time, Regular

AKBCU: No ICPA: No

General Functions:

The System Analyst supports, manages, and maintains a single application or a suite of applications, which includes maintaining services and conducting user and security administration.

Additionally, system analysts provide end-user support for their applications including fixing technical problems, maintaining hardware/software, and coordinating with operationsstaff to solve problems. This position also conducts and assists in business analysis and project management tasks.

Duties and Responsibilities:

System Analyst:

• Communicating and Collaborating with Non-Technical Staff
  1. Understand what communication is required with internal and external stakeholders.
  2. Translate technical concepts into non-technical language.
  3. Collect business needs and requirements, as it relates to application updates or enhancements.
  4. Coordinate and assist business stakeholders and developers on the deployment of application updates or enhancements.
• Technical Understanding
  1. Maintain knowledge necessary to perform the job at a working or expert level.
  2. Engage in trainings to maintain relevant professional competencies.
• Asset Management and Configuration
  1. Manage the documentation and tracking of job-related assets.
  2. Assist in the management of technology assets throughout their life cycle.
• Design and Implementation
  1. Possess ownership of Small Projects including documentation and reporting.
  2. Assist in Medium-Large Projects.
  3. Support and guide users’ research to focus on a balance between needs and desires.
• Testing
  1. Review requirements, specifications and define and execute test conditions and scenarios.
  2. Identify issues and risks associated with work while being able to analyze and report test activities and results.
• Change Management
  1. Identify process or technologies that can be implemented to add value to application use.
  2. Adhere to department policies on systems changes.
• Incident and Problem Resolution
  1. Provide guidance and troubleshooting for escalations from the Service Desk.
  2. Provide on-call support which may include working after hours or early mornings.
• Team Support
  1. Support fellow development team members during absences.
  2. Train and mentor junior staff.
• Other duties as needed and/or assigned.

Sr. System Analyst: 

• All duties and responsibilities of a System Analyst with a higher level of proficiency.
• Technical understanding
  1. Coordinate with developers to identify and improve system integrations.
  2. Assist developers in code creation and deployment.
  3. Provide guidance and support to System Analysts and other junior staff to continuously develop professional competencies.
• Design and Implementation
  1. Possess ownership of Medium-Large Projects including documentation and reporting.
• Team Support
  1. May serve as acting supervisor/manager during supervisor/manager’s absence.
  2. Assist supervisor/manager with strategic planning for the service desk.
  3. Provide guidance and mentor System Analysts and other junior staff.
• Other duties as needed and/or assigned.

Job Responsibilities Related to Participant Privacy 

• Employee is expected to actively participate in CITC privacy training and to protect the privacy of participant information in accordance with CITC's privacy policies, procedures and practices, as required by federal and state law. Failure to comply with CITC's policies and procedures on participant privacy may result in disciplinary action up to and including termination of employment. 
• Employee may access protected health information and other participant information only to the extent necessary to complete job duties. Employee may only share such information on a need to know basis with others who have job responsibilities related to treatment, payment, or other CITC operations. 
• Employee is encouraged and expected to report, without the threat of retaliation, any concerns regarding CITC's policies and procedures on participant privacy and any observed practices in violation of the policy to the designated Privacy Officer.

Job Specifications:

System Analyst:

• Excellent verbal and written communication skills.
• Excellent customer service skills.
• Working knowledge of IT service management practices.
• Awareness of business analysis and project management processes and tools.
• Awareness of how system automation works and aware of which tools and software are available to be utilized and are currently in practice.
• Awareness of coding and familiarity with enterprise applications.
• Awareness of system integration tools and best practices.
• Working knowledge of incident and problem management practices.
• Awareness of information security and the security controls that can be used to mitigate security threats within solutions and services.

Sr. System Analyst:

• All knowledge, skills and abilities (KSAs) of a System Analyst with a higher level of proficiency.
• Working knowledge of business analysis and project management processes and tools.
• Working knowledge of how system automation works and awareness of which tools and software are available to be utilized and are currently in practice.
• Working knowledge of coding and familiarity with enterprise applications.
• Working knowledge of system integration tools and best practices.

Minimum Core Competencies: CITC Values, Respectful Leadership, Professionalism, Emotional Intelligence, Problem Solving/Critical Thinking, Communication Skills.

Minimum Qualifications:

System Analyst: 

• Bachelor's degree in Information Technology or related field. Relevant experience may substitute for the educational requirement on a year-for-year basis.
• Three (3) years of work experience with enterprise SAAS (Software as a Service) applications, reporting tools, and/or middleware tools.
• Two (2) years of experience using customer and issue-tracking software to manage tasks and work.
• Two (2) years of experience in a query/scripting language (i.e. Python, PowerShell, SQL, etc…)
• Experience in Microsoft Office plus real-time communication and collaboration tools (i.e. O365, Teams, Zoom, etc…)

Sr. System Analyst: 

All qualifications of a systems analyst, plus the following:

Preferred Qualifications for All Levels:

• Experience in social services or non-profit organizations.
• Experience with system automation and optimization.
• Experience with business analysis and/or project management.

Minimum Qualifications for All Levels:

• Valid Alaska driver’s license and insurable under CITC’s automotive insurance, which requires a driver to be at least 21 years of age and has had a driver’s license for at least three years.
• Continued employment is contingent upon completion of a satisfactory state and federal fingerprint criminal background check.

Physical Requirements:

Disclaimer

The information provided in this description has been designed to indicate the general nature and level of work performed by incumbents within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications, and working conditions required of employees assigned to this job. Management has sole discretion to add or modify the duties of the job and to designate other functions as essential at any time. This job description is not an employment agreement or contract.