Service Assurance Lead (Business Process Analyst 3)

This position is telework eligible (hybrid) under the current DAS telework agreement*
About Us:
The Ohio Department of Administrative Services (DAS), Office of Information Technology (OIT) is seeking an experienced and motivated professional to serve as the Service Assurance Lead (Business Process Analyst 3) for the OAKs Department.
Led by Director Kathleen C. Madden, the Ohio Department of Administrative Services is the engine of state government, providing innovative solutions and supporting the efficient operation of state agencies, boards and commissions. The Office of Information Technology at DAS delivers information technology (IT) and telecommunication services to State of Ohio agencies, boards and commissions.
What You'll Do:
Acts as an Ohio Administrative Knowledge System (OAKS) PeopleSoft Financials (FIN) Service Assurance (SA) team member participating in Service Assurance functions with stakeholders and managed services providers (MSP) in support of the OAKS PeopleSoft FIN system.
Provides PeopleSoft FIN Operations Support:
• Work with OAKS Team, stakeholders, and MSP to support day-to-day PeopleSoft FIN operations.
• Review business requirements documents for requested enhancements to ensure that specifications are clear and include information needed by MSP developers to fulfill enhancement requests.
• Responsible for all Integration and interface monitoring.
• Review Break/Fix solutions and verify the deployed fix did resolve the issue.
• Validate MSP estimate for an Enhancement.
• Perform code review of MSP-delivered Enhancement.
• Monitor/Review Daily/Nightly FIN Batch processing results.
• Attend and participate in weekly FIN tickets meeting.
• Track and verify FIN Incidents resolved correctly the first time.
• Track, report and do trending analysis of FIN Incidents, Requests, and SQLs (Emergency and Non-Emergency).
• Track and report FIN Maintenance and Outages on the Operations calendar.
• Track and Report FIN Availability requests from stakeholders to ensure FIN is available during the weekend and/or Holidays.
• Verify daily FIN availability in Production and Non-Production environments.
• Support P1/P2 Incident meetings and annual Disaster/Recovery drills.
• Ensure all FIN processes and procedures are up-to-date and provide improvement ideas where needed.
• Ensure/Maintain requirements traceability documents is complete, and traceability is current and accurate.
• Validate test scripts are maintained and reflect new or changes to business requirements.
• Provide MSP with verification and validation to migrate objects into production so that the information can be included in the weekly CAB entries for discussion and approval.
• Perform FIN Access Audit as needed and provide support to monthly SLA/SLO results.
• Review and upload user acceptance test documents into the OAKS SharePoint repository.
Resolves PeopleSoft FIN application issues and support FIN projects:
• Gather and analyze information from OAKS colleagues, MSP, other contractor teams working at OAKS, the OIT Security team, DAS-GSD/TRACS, OBM-RACM and existing design and standards documents, to determine the appropriate course of action to be taken for issue resolutions.
• Provide support to PeopleSoft FIN projects by supplying a list of existing FIN problems or known errors, navigations for testing scripts and FIN documentation, staging TCD files in the non-production project testing environment for testing by Batch, evaluate Business Process, requirements analysis, attending information exchange and touchpoint meetings.
Ability to review, test and edit SQL Code:
• Assist the DAS-FIN business units in deploying new SQLs or testing edits to existing SQLs. Occasionally, will need to create SQLs for OAKS team inquiries.
• Track, analyze, and report monthly about FIN SQLs (Emergency and Non-Emergency), find ways to improve performance and eliminate SQLs where possible.
Other work as needed:
• Participate in weekly Leadership Operations and Technical Operations meetings as needed.
• Provide relevant FIN expertise in FIN meetings with OAKS staff, MSP, and Business.
• Proficient with MS Office 365, SharePoint, ServiceNow, Teams, etc.
What's in it for you:
At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full-time and part-time employees. For a list of all the State of Ohio Benefits, visit our Total Rewards website ! Our benefits package includes:
Medical Coverage

• Quality, affordable, and competitive medical benefits are offered through the available Ohio Med plans.

Dental, Vision and Basic Life Insurance

• Dental, vision, and basic life insurance premiums are free after completed eligibility period . Length of eligibility period is dependent on union representation.

Time Away From Work and Work/Life Balance

• Paid time off, including vacation, personal, and sick leave
• 11 paid holidays per year
• Childbirth/Adoption leave

Employee Development Funds

• The State of Ohio offers a variety of educational and professional development funding that varies based on whether you are a union-exempt employee or a union-represented employee.

Ohio Public Employees Retirement System

• OPERS is the retirement system for State of Ohio employees. The employee contributes 10% of their salary towards their retirement. The employer contributes an amount equal to 14% of the employee's salary. Visit the OPERS website for more information.

Deferred Compensation

• The Ohio Deferred Compensation program is a 457(b) voluntary retirement savings plan. Visit the Ohio Deferred Compensation website for more information.

Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.
Qualifications
Minimum Qualifications:
-60 mos. combined work experience in any combination of the following: leading analysts and analyzing business operations to determine areas to implement solutions through the use of information technology and reducing overall costs and/or providing efficiencies.
-Or completion of associate core program in computer science, information systems, or business administration; 42 mos. combined work experience in any combination of the following: leading analysts and analyzing business operations to determine areas to implement solutions through the use of information technology and reducing overall costs and/or providing efficiencies.
-Or completion of undergraduate core program in computer science, information systems, or business administration; 36 mos. combined work experience in any combination of the following: leading analysts and analyzing business operations to determine areas to implement solutions through the use of information technology and reducing overall costs and/or providing efficiencies.
-Or equivalent of minimum class qualifications for employment noted above.
Knowledge, Skills, and Abilities
Knowledge
(1) Detailed functional and technical understanding of PeopleSoft FIN version 9.2.
(2) Extensive understanding of PeopleSoft FIN applications, and general FIN processing requirements for a large Public Sector organization.
(3) Application and Customer support,
(4) ServiceNow Incident and Problem management.
(5) Detailed understanding of State & agency policy, procedures & applicable laws*.
(6) Understanding of Operations Support concepts, best practices, and processes for a PeopleSoft FIN operating environment.
(7) Detailed understanding of IT lifecycle management principles, development methods and practices, including ITIL concepts.
(8) Batch processing and File transfer protocols.
(9) Incident tracking and Reporting.
(10) Excellent Oral & written communication techniques.
Skills
(1) PeopleSoft FIN application development/customization.
(2) Strong understanding of SQLs, Interfaces, and support for a complex PeopleSoft FIN system.
(3) Working with outsourcing or managed services organizations.
(4) Complex PeopleSoft FIN issue problem-solving.
(5) Identifying & specifying business requirements.
(6) Operation analysis and process improvement.
(7) Customer support & Help Desk services.
(8) Technical writing & documentation practices.
(9) IT security principles & methods
(10) Critical thinking, complex problem solving, judgment & decision making;
(11) Quality assurance
(12) Tableau reporting
(13) MS Office 365 (Word, Excel, Power Point, Outlook, Teams, SharePoint, etc.)
(14) ServiceNow.
Abilities
(1) Ability to analyze software, write code, and design programs/systems for the purposes of processing data for the various PeopleSoft FIN modules.
(2) Ability to use common tools working in a PeopleSoft environment (e.g., PeopleCode, SQR, SQL, Oracle databases, PeopleTools, developer tools) in support of the DAS HCM applications for payroll, benefits, and human resources.
(3) Ability to maintain a professional working relationship with business customers, vendors, and colleagues (employees and contractors) to perform job duties in an efficient and timely manner.
(4) Prepare meaningful, accurate & concise reports;
Job Skills:
Technical and Professional Skills
Technical Skills: Information Technology, Technical Writing, and Software development/implementation
Professional Skills : Written Communication, Establishing Relationships, Collaboration, and Interpreting Data
ADA Statement Ohio is a Disability Inclusion State and strives to be a Model Employer of Individuals with disabilities. The State of Ohio is committed to providing access and inclusion and reasonable accommodation in its services, activities, programs and employment opportunities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. Drug-Free Workplace The State of Ohio is a drug-free Workplace which prohibits the use of marijuana (recreational marijuana/non-medical cannabis). Please note, this position may be subject to additional restrictions pursuant to the State of Ohio Drug-Free Workplace Policy (HR-39), and as outlined in the posting.