Senior System Analyst

Company

Federal Reserve Bank of Dallas

We are dedicated to serving the public by promoting a strong financial system and a healthy economy for all.

These efforts take a team of dedicated individuals doing many different jobs.

Together we’re creating a workplace where talented people can thrive, and we welcome your unique background and perspective to help present the best possible solutions for our partners.

Location: #LI-Hybrid

About the Role:

The Federal Reserve Bank of Dallas is seeking a highly motivated and skilled Senior System Analyst who is a solution oriented, customer service driven individual.

You will respond to customer tickets and provide Tier 1/Tier 2 application support.

You will triage/troubleshoot and debug the supported application/software issues raised by end users.

You will utilize your exceptional listening, critical thinking, and communication skills to resolve internal issues.

You Will:


* Act as primary point of contact to end user and Engineering team for all technical issues related to their use of Appian.

Identify problems and take responsibility for successful resolution of issues, including reporting of bugs to Engineering Team.


* Respond to customer tickets within defined time parameters.

Prioritize incoming tickets while staying informed of Team assignments, requirements, and deadlines.


* Ticket research and resolution within the systems.

Triage /Troubleshoot and debug the supported application/software issues raised by end users


* Be available for phone and video calls as needed for customer support.


* Work closely with end users to help lead continual improvement in the availability, performance, functionality, and security of our platform


* Identify and document defect details.

Distribution of system bug resolution tasks to the development team by assigned program.


* Identify Program issues and training needs.


* Work directly with application owners to maximize system usage and functionality to best achieve their business objectives


* Act as a liaison between application development teams and the customer to provide technical information and updates, advice customers on basic configuration and functionality questions.


* Strong knowledge of business processes.

You Have:


* Bachelor’s degree in Management Information Systems or Computer Science


* 5+ years of related experience


* Tier 1 / Tier 2 application support


* Experience utilizing a ticketing system such as ServiceNow or Remedy


* Strong computer skills: Office, Word, Excel


* Previous Appian platform experience is preferred


* Customer service focus and good communication skills


* Equivalent education and/or experience may be substituted for any of the above requirements

Notes:

This position may be filled at various levels based on candidate's qualifications as determined by the department.

Please submit your application by Friday, January 3rd.

This role ...