Utah Retirement Systems provides benefits for state and other Utah Public employees through the work of two divisions. The Retirement Office administers pension and retirement benefits.  PEHP Health & Benefits specializes in medical, dental, life, and other benefits.  We take pride in providing a peace of mind for thousands of Utah families.  We are committed to our public mission and maintaining a positive team environment.  We offer a competitive salary, and our benefits far exceed what most modern employers offer.

POSITION SUMMARY

Performs a variety of working level analyst functions involving complex technical duties related to timely and reliable functioning of computer software programs. The Sr. Application Support Analyst’s role is to deliver support to end users in the organization on the use of various types of software programs and data efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software. The Sr. Application Support Analyst is also responsible for the design, delivery, and improvement of purchased software applications, training programs, and related coursework.

ESSENTIAL JOB FUNCTIONS AND DUTIES

1. Identifies and learns appropriate software applications used and supported by the Office.
2. Takes the lead in planning, designing, configurations, release upgrades, and support of new applications and enhancements to existing applications.
3. Manages and coordinates activities of assigned projects. Including developing and monitoring work priorities, sprint planning, schedules, resource assignments, and deployments.
4. Reviews co-worker’s work prior to release, and ensures work and documentation meets established standards and timeliness.
5. Runs and monitors software performance tests on new and existing programs for the purposes of correcting errors, isolating areas for improvement, gap-analysis and general debugging. Performs post-resolution follow-ups to ensure problems have been adequately resolved.
6. Communicates application problems and issues to key stakeholders, including management, development teams, and end users.
7. Evaluates applications for possible enhancements. Determines what report upgrades, consolidations or eliminations might be possible.
8. Resolves complex issues related to application process and software issues, servers, and databases.
9. Performs complex reviews of accounts for accuracy and performs continuous audit functions. Verifies calculations on complex transactions.
10. Provides technical expertise on data storage structures, data mining/migration, and data cleansing.
11. Trains end users on new reports, data analytics, and dashboards for applications.
12. Oversees needs analysis with department employees and facilitates solutions to mutual problems.
13. Meets and coordinates with users and senior staff to determine application requirements and objectives. Prioritizes, schedules, and administers all enhancements, release upgrades, and defect resolutions.
14. Reviews and analyzes various reports, forms, materials and information. Recommends and coordinates requests for modifications to programs and work flow(s) for business process and data management. Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, to final resolution.
15. Responds to requests for data/reports from end users and management. Writes SQL queries against the data stores and warehouses for the various supported software applications. Analyzes data sets for accuracy and meaning. Creates Data Cubes and other analytical results. Manages and delegates these tasks as needed.
16. Works with end users to validate that the correct data has been transferred between software systems. Writes scripts to retrieve data from one system and transfer to another. Creates import routines and data validation algorithms. Coordinates changes, updates, and projects with other IT departments or staff.
17. Manages vendor relationships. Works with vendors to report software defects and resolutions. Coordinates installation of software patches, hot fixes, and release upgrades to supported software systems. Updates integrations, reporting tools and data cubes to match new or updated software.
18. Recommends and implements processes and procedures to enhance efficiency, effectiveness, and control of application systems.
19. Serves as a functional liaison between the IT department and other business departments in application and business processes. Conducts or participates in technical walk through to ensure that business and technical requirements are met.
20. Develops and maintains user manuals and program documentation according to standards.
21. Reviews and assesses the current portfolio of applications and data to determine their readiness for full functionality at the disaster site. Creates and executes gap analysis for the application readiness with the Support Analyst, IT managers, project managers, and other departments. Coordinates disaster recovery testing plans with the business departments.
22. Meets with internal and external auditors. Creates lists, mitigation tasks, and compliance reports for auditing requirements.
23. Maintains strict confidentiality.
24. Performs other related duties as required.

Education and Experience

Bachelor’s Degree in Computer Information Systems, Business, or a related field and seven (7) years of progressively responsible experience performing organizational management, application programming and support, business management; OR an equivalent combination of education and experience.

An emphasis in information technology, data, and systems analysis is preferred.

Knowledge, Skills, and Abilities

This list contains knowledge, skills, and abilities that are typically associated with the job. It is not all-inclusive and may vary from position to position:

Required technical skills include the working knowledge and ability of:

• Information system management concepts.
• Office management practices and procedures.
• Applications analysis and support.
• Database management, internal control principles and methods of application, computer operations, and data control.
• Methods and standards for project control.
• Data communication concepts.
• Documentation procedures.
• Troubleshooting principles, methodologies, and issue resolution techniques.
• Database applications management, programming languages and techniques, including Workflows, Microsoft Visual Studio, .Net, C#, SQL Server Management Studio, SQL Server Reporting Services, and business intelligence methods such as data analysis, data cubes, etc.
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
• Microsoft Office Suite including advanced Excel features.
• SharePoint.
• Develop and interpret technical documentation for training and end user procedures.
• Trends in technology relating to software applications.

Required mathematical skills include working knowledge of:

• Advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlations techniques, sampling theory, and factor.
• Generally accepted accounting principles.
• Create financial and analytical reports and provide support for accounting system.

Must possess excellent communication skills:

• Verbal and in writing with technical and non-technical staff.
• Follow written and verbal instructions.
• Read, analyze and interpret common technical financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from members, agencies, or others in the community.
• Effectively present information to management. 
• Public relations and communications techniques.

Must have the ability to:

• Analyze and solve a variety of problems relating to system account information.
• Establish and maintain effective working relationships with executives, administrators, managers, professionals, department heads, and co-workers.
• Work independently and deal effectively with stress caused by work load and time deadlines.
• Prioritize work.
• Perform within deadlines.
• Work well in a team environment as well as independently.
• Multi-task by handling a variety of duties in a timely and efficient manner.
• Follow through with assignments.

The incumbent must always demonstrate judgment, high integrity, and personal values consistent with the values of URS.

Work Environment

Incumbent performs in a typical office setting with appropriate climate controls. Tasks require a variety of physical activities which do not generally involve muscular strain, but do require activities related to walking, standing, stooping, sitting, reaching, talking, hearing and seeing. Common eye, hand, finger dexterity required to perform essential functions.