Application Administrator - Oregon, United States - Cognitive Medical Systems
Description
Application Administrator – Remote (WFH)Position Title:
Application/User Administrator and Help Desk Technician
Position Summary:
This Application/User Administrator and Help Desk Technician position is for the US Department of Veterans Affairs Consolidated Corporate Support Services (CCSS) contract within the VA CCSS Acquisition and Property Management (APM) product line's Corporate and Regional Matrixed Budget System (CRMBS) application delivery team supporting VA's Corporate Portfolio of applications, systems, and services.
This position will support and utilize key technologies related to the continued development, enhancement, and operation & maintenance (O&M) activities for the APM CRMBS application, with emphasis on supporting its end-user base for Application Administration and Tier 2 Help Desk duties and activities.
Duties:
Performs in the dual role of Application Administrator and Tier 2 Help Desk Technician for the CCSS APM CRMBS application.
Assists with updating application monitoring details when necessary. Evaluates monitoring results for efficiency.
Provides incident management support, triage, and remediation
Updates and maintains user training documentation
Updates approval workflows as requested
Note:
Modifications to workflow approval paths can be made within the application without software code changes
Prepares and provides custom reports from the application as requested
Updates and maintains associated knowledge articles related to APM CRMBS in VA's ServiceNow (SNOW) Help Desk system
Provides Tier 2 and interfaces with Tier 3 support for end-user requests coming from the VA Tier 1 APM CRMBS Help Desk email group.
(These requests may include such items as, for example, routing approval path changes.) All requests are to be tracked in VA's Jira tool.
Note:
From October 2019 to December 2022, an average of 74 help desk tickets were closed monthly.)
Create and distribute monthly Help Desk logs, to include request type and number of requests.
Serves in the role of end-user Tier 2 Support Lead for the APM CRMBS application, fielding and addressing end-user inquiries, issues, and related system needs that cannot otherwise be addressed by VA's Enterprise Service Desk (ESD) Tier 1 Support Team.
Works closely with VA's ESD Tier 1 Support Team to create and maintain online Support Documentation for the APM CRMBS application with the intent of providing baseline support information and online documentation for APM CRMBS for the Tier 1 Support Team and end-user use.
Becomes an expert in the use and content of the APM CRMBS application, its screens, data entry, workflow, business rules, and related functional and technical capabilities.
Serves as a Subject Matter Expert (SME) for the VA ESD Tier 1 Support Team, APM CRMBS end-user community, and APM CRMBS Business customers for these areas and aspects of the system.
Cross-trains designated CCSS APM CRMBS team members to ensure backup capability within the Delivery Team when this role is out of the office or otherwise unavailable.
Works closely with the CCSS APM CRMBS Delivery Team on such activities as the enhancing, updating, and maintenance of the APM CRMBS application and its background processes and procedures, providing SME-based input to functional and technical requirements based upon an end-user point of view/mindset, system and functional testing, Section 508 accessibility and compliance testing and remediation efforts, User Acceptance Testing (UAT) events, and UX/UI guidance and feedback for application releases, among other assigned duties, tasks, and responsibilities in this role.
Creates and maintains application documentation with emphasis on User Guides, Quick Reference Cards, Training materials, and online end-user community announcements and related end-user communications both within and outside of the APM CRMBS application as may be required.
Serves as the CCSS APM CRMBS Delivery Team's liaison between the Technical Team and the APM CRMBS end-user community as needed.
Performs in the role of Application/User Administrator to provide necessary security, profile, and Team member access to the APM CRMBS Production application and any applicable URLs, sites, servers, and environments as may be required to facilitate the timely access to and utilization of the application and its supporting components, data, and capabilities.
Maintains User Administrator control over assigned APM CRMBS technical and functional assets, to include detailed documentation of access control lists, history/usage/access logs, and related information necessary to ensure a complete access control audit trail and on-demand and/or automated reporting of this information as may be requested/required.
Provides necessary end-user information, support, and input to VA ATO efforts for the APM CRMBS application.Works closely with the CCSS APM CRMBS Cyber Security Engineer/ATO Lead, ISSO, System Steward, and other ATO Team members in this capacity to ensure all required ATO documentation and adjudications are met and addressed to ensure timely ATO obtainment and subsequent timely ATO renewals.
Other duties as may be requested or required by the CCSS APM CRMBS Project/Program/Portfolio Managers and APM CRMBS VA Project Manager/Product Owner as related to the above areas.
Requirements:
For VA's Acquisition and
Property Management Product Line:
Corporate and Regional Budget System (CRMBS)
Application/User Administration and Help Desk Technician:
Application and end-user administration, security, and login management, preferably with Government systems
Application and web site content management and UX/UI experience
Ability to manage large end-user groups and communities at a detailed, auditable level
Ability to provide Tier 2 support to end users.
Required Education, Experience, and Clearance:
Experience with Government budgeting systems is desired.
Bachelors and five (5) years or more experience in the above skills and areas, – OR –
Masters and three (3) years or more experience in the above skills and areas
Ability to obtain a VA Position of Public Trust – Medium Background Investigation (MBI).
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