Application Systems Analyst

cFocus Software is seeking an Application Systems Analyst to join our program supporting USDOT in Washington, DC. This role has remote capabilities. This position requires an active Secret clearance
Qualifications:

• Masters or Bachelors degree in Business Admministration, Project Management, Computer Science, or a related field
• AWS Certified Solutions Architect, AWS Certified Cloud Practitioner, or AWS Certified Developer Associate certification
• 10+ years of Systems Analysis experience

Duties:

• Provide advanced problem resolution for tickets escalated from Tier Level 2.
• Provide expert level troubleshooting and analysis methods.
• Provide Subject Matter Experts (SMEs) to assist both Tier 1 and Tier 2 personnel; assist with the research and development of solutions to new or unknown issues.
• Assess the time already spent troubleshooting at the Tier 2, so the service request is prioritized and managed accordingly.
• Provide follow-up to customer/end-user on the status of the service request until resolution.
• Make end-user contact as required and provide solutions as practicable over the telephone, MS Teams, and/or through remote access, etc.
• Verify service request resolution prior to closure.
• Resolve Tier 3 issues and issues resulting from the DOT CMS platform
• Coordination with DOT IT Shared Services (ITSS) on infrastructure changes
• DOT Drupal Environment Configuration – Updating the DOT Drupal Environment to integrate with existing third-party tools (e.g., Qualtrics) and finalizing features for the DOT Drupal environment, or any future CMS environments adopted by DOT during the period of performance of this BPA
• Implementation of all Acquia hosting environments