Business Support Analyst
Quick Apply Contract 2 hours ago Full Job Description The Business Support Analyst will primarily be responsible for the support of the Maryland Judiciary's e- filing community.
E-filers with technical support issues will contact the E-Filing support team for advice and guidance in successfully submitting filings to the courts.
Support responsibilities also include the Maryland Record Search Portal and the Attorney information System.
The support analyst will test revisions or upgrades to the applications.
The support analyst is called upon to provide training to our justice partners, e.
g.
, State's Attorneys, Public Defenders, and the analyst would need to be familiar with video conferencing software and occasionally would need to travel to locations within Maryland to provide onsite training.
A.
QUALIFICATIONS 1.
One (1) year of experience in providing recruitment, staffing, and/or otherwise providing professional consulting services.
2.
At least two (2) years of experience providing IT customer application support.
3.
Prefers five (5) years of experience providing IT customer application support.
B.
SCOPE OF WORK 1.
Respond to, identify, research, and analyze production and stage problems/errors for MDEC Odyssey File and Serve (OFS), Attorney Information Systems (AIS), and any other attorney related databases reportedby end users.
2.
Maintain (add, update, close) current JIS Service Desk Application (ServiceNow), while also maintaining the same production issues in the vendor-maintained Service Desk (ONYX).
3.
Analyze and assess user's issues, questions, requests, and errors by working as a liaison between users, Vendor Support staff and JIS Odyssey Support or other JIS Odyssey Groupsand recommend corrective actions.
Properly relay users concerns and problems to e-Filing staff and Vendor's Support staff.
4.
Assist JIS staff with ongoing debugging and maintenance of MDEC Odyssey File and Serve as reportedby users.
5.
Assist in the preparation of training, drafting written procedures/materials and presentations of various attorney-related databases.
6.
QA testing as necessary of production fixes as notified coming from vendor, working with e-Filing staff, JIS Odyssey Support or other JIS Odyssey Groups resulting from testing.
7.
Ongoing review and revision of the mdcourts.
gov e-filing website.
8.
Prepare regular and ad hoc reports.
a.
A weekly report communicating project progress and status b.
Weekly time reporting on JIS provided forms c.
Any additional reports as assignedby the supervising manager C.
RESOURCE(S) SKILLS, EXPERIENCE, & CAPABILITIES 1.
The following preferred skills, experience, and capabilities:
a.
Excellent oral communication.
b.
Detail oriented.
c.
Highly organized with the ability to keep track of multiple projects, requirements, action items and follow through to task closure.
d.
Ability to:
(1) Work in a matrixed organization to align resources toward project deliverables (2) Work on multiple projects and objectives (3) Establish and maintain effective working relationships with peers, end users and vendor development staff, as well as all levels of management and judicial personnel as necessary.
(4) Translate technical concepts into business terms.
e.
Business process analysis skills.
f.
Data review and data migration skills.
g.
Knowledge of the Project Management Body of Knowledge (PMBOK).
h.
Knowledge and ability to utilize standards and guidelines relative to Systems Development Life Cycle (SDLC).
i.
Experience with the following:
(1) E-filing application(s) (2) Interpreting user requirements, needs and issues (3) Responding to and resolving user requirement, needs, issues and questions (4) Providing problem analysis and coordinating ongoing user support (5) Documenting the necessary problem-solving techniques (6) Testing fixes per users' issues and vendor analysis (7) Case Management applications processing and procedures or integrated applications system' maintenance (8) WEB based Application Program Systems and MS Office Suites Systems Job Type:
Contract Pay:
$40.
00 - $50.
00 per hour Compensation package:
1099 contract Experience level:
11
years Schedule:
Monday to Friday Ability to commute/relocate:
Annapolis, MD 21401:
Reliably commute or planning to relocate before starting work (Required) Work Location:
One location Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
E-filers with technical support issues will contact the E-Filing support team for advice and guidance in successfully submitting filings to the courts.
Support responsibilities also include the Maryland Record Search Portal and the Attorney information System.
The support analyst will test revisions or upgrades to the applications.
The support analyst is called upon to provide training to our justice partners, e.
g.
, State's Attorneys, Public Defenders, and the analyst would need to be familiar with video conferencing software and occasionally would need to travel to locations within Maryland to provide onsite training.
A.
QUALIFICATIONS 1.
One (1) year of experience in providing recruitment, staffing, and/or otherwise providing professional consulting services.
2.
At least two (2) years of experience providing IT customer application support.
3.
Prefers five (5) years of experience providing IT customer application support.
B.
SCOPE OF WORK 1.
Respond to, identify, research, and analyze production and stage problems/errors for MDEC Odyssey File and Serve (OFS), Attorney Information Systems (AIS), and any other attorney related databases reportedby end users.
2.
Maintain (add, update, close) current JIS Service Desk Application (ServiceNow), while also maintaining the same production issues in the vendor-maintained Service Desk (ONYX).
3.
Analyze and assess user's issues, questions, requests, and errors by working as a liaison between users, Vendor Support staff and JIS Odyssey Support or other JIS Odyssey Groupsand recommend corrective actions.
Properly relay users concerns and problems to e-Filing staff and Vendor's Support staff.
4.
Assist JIS staff with ongoing debugging and maintenance of MDEC Odyssey File and Serve as reportedby users.
5.
Assist in the preparation of training, drafting written procedures/materials and presentations of various attorney-related databases.
6.
QA testing as necessary of production fixes as notified coming from vendor, working with e-Filing staff, JIS Odyssey Support or other JIS Odyssey Groups resulting from testing.
7.
Ongoing review and revision of the mdcourts.
gov e-filing website.
8.
Prepare regular and ad hoc reports.
a.
A weekly report communicating project progress and status b.
Weekly time reporting on JIS provided forms c.
Any additional reports as assignedby the supervising manager C.
RESOURCE(S) SKILLS, EXPERIENCE, & CAPABILITIES 1.
The following preferred skills, experience, and capabilities:
a.
Excellent oral communication.
b.
Detail oriented.
c.
Highly organized with the ability to keep track of multiple projects, requirements, action items and follow through to task closure.
d.
Ability to:
(1) Work in a matrixed organization to align resources toward project deliverables (2) Work on multiple projects and objectives (3) Establish and maintain effective working relationships with peers, end users and vendor development staff, as well as all levels of management and judicial personnel as necessary.
(4) Translate technical concepts into business terms.
e.
Business process analysis skills.
f.
Data review and data migration skills.
g.
Knowledge of the Project Management Body of Knowledge (PMBOK).
h.
Knowledge and ability to utilize standards and guidelines relative to Systems Development Life Cycle (SDLC).
i.
Experience with the following:
(1) E-filing application(s) (2) Interpreting user requirements, needs and issues (3) Responding to and resolving user requirement, needs, issues and questions (4) Providing problem analysis and coordinating ongoing user support (5) Documenting the necessary problem-solving techniques (6) Testing fixes per users' issues and vendor analysis (7) Case Management applications processing and procedures or integrated applications system' maintenance (8) WEB based Application Program Systems and MS Office Suites Systems Job Type:
Contract Pay:
$40.
00 - $50.
00 per hour Compensation package:
1099 contract Experience level:
11
years Schedule:
Monday to Friday Ability to commute/relocate:
Annapolis, MD 21401:
Reliably commute or planning to relocate before starting work (Required) Work Location:
One location Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
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