Business System Support Specialist

Description for Candidates

• Focus on daily customer support service activities by providing training, technical support and automated tools to manage the overall construction contracting business value line.
• Coordinate between internal and external stakeholders and IT analysts, developers and contractors to resolve issues and to recommend, plan and implement automated efficiencies.
• Establish and maintain business processes, policies and system documents to enable technology upgrades and enhancements.
• Provide analysis and support to assigned operational program area.

How you will contribute

• Provide a variety of administrative functions as assigned in support of work unit.
• Prepare reports for cost benefit analysis and ROI justification for proposed enhancements.
• Create reports in support of management decision-making.
• Proofread, edit and revise documents prior to publishing content.
• Interpret and apply a variety of VDOT, State and Federal policies and procedures in daily work tasks.
• Communicate and present report findings to all levels of Management, SMEs and other stakeholders.
• Create, name, file, maintain and conduct scheduled reviews of all System Support Materials including Training Materials, Job Aids, FAQs to ensure they are current and follow standards.
• Act as lead or backup of systems for administration, implementation and customer support.
• Manage, plan, develop and publish the Division's software in accordance with department policies.
• Utilize repeatable process methods and templates to expedite project enhancement, upgrade and maintenance activities.
• Responsible for data integrity and appropriate content maintained on supported sites.
• Ensure all rules and standards are followed when using development software or other technical support tools.
• Troubleshoot technical issues to resolution; work with IT and IT Contractors to effect resolutions.
• Convert document files to appropriate format to transfer data from Source to Target locations.
• Collaborate with subject matter experts and other internal and external customers to identify and resolve business and technical needs.
• Communicate with End-Users to clarify issues and provide status updates of solution progress.
• Communicate with vendors and internal stakeholders to address concerns and propose viable solutions to both business process and technology issues.
• Troubleshoot low-level End-User support issues; maintain customer issue list; analyze patterns of issues and resolutions, incorporate long-term solution concepts into annual strategic recommendations.
• Participate in project planning by identifying scope, objectives, communications, change management and risks.
• Analyze, gather and document requirements, use cases and downstream impacts.
• Create and maintain system support documentation including context diagrams, conceptual data models, data dictionaries, business process flows, training materials, test scripts, maintenance operations and audit materials especially concerning system security, user provisioning, authentication and access status review.
• Manage and conduct testing; validate business functional requirements are incorporated into solutions and respond as expected.
• Solicit, organize and manage extended groups of testers.
• Prepare implementation roll-out materials such as communication plan with associated marketing items, notifications and change management expectations for modified business process flows and other implementation impacts.
• Seek out and propose technology and processes to advance business requirements by strategic planning and process reengineering.
• Monitor industry for best practices in functional business areas to leverage improvements as part of strategic recommendations.
• Research, collect, analyze and recommend modifications to policies and other downstream items impacted by implemented technology tools.

What will make you successful

• Ability to communicate effectively with internal and external customers.
• Ability to conduct cost benefit and ROI analysis including research, analysis, and formatting of data to prepare reports that justify recommendations.
• Ability to create functional specifications based on client interviews and analysis of existing documentation.
• Ability to create scripts that test application software code to ensure business requirements are met.
• Ability to develop communications plan and marketing materials for system roll-outs.
• Ability to ensure associated business, policy and system documents are maintained to current automated improvement levels.
• Ability to follow oral and written instructions.
• Ability to gather and analyze data and reach sound, logical conclusions.
• Ability to identify business process improvement opportunities resulting in streamlined and effective automated solutions.
• Ability to work independently to set priorities, schedules, resolve issues and make decisions.
• Ability to write system training documentation, job aids, FAQs and present material to End-Users, handle class logistics and student registrations.
• Knowledge of all phases of the systems development life cycle (SDLC).
• Knowledge of overall construction contracting business value line from bids to Construction Project Management including Vendor Bidding Systems, Preconstruction and Construction Contracting Systems.
• Skill in the use of computers and software applications.
• Skill in working with multi-faceted projects containing relational database concepts, client-server concepts and/or web based implementations.
• Skill in preparing System Maintenance Documentation for ongoing technical support.

Minimum Qualifications

• Ability to communicate effectively both orally and in writing with diverse groups.
• Ability to draft detailed test scripts to ensure desired business outcomes.
• Ability to draft system support and requirements documentation.
• Ability to organize work tasks, prioritize, estimate completion dates and report progress.
• Ability to read and interpret policies and procedures and apply knowledge to daily work tasks and system improvements.
• Ability to recommend and implement project initiatives that enhance program outcomes.
• Ability to research, analyze and format system data and reports.
• Knowledge of all phases of the systems development life cycle.
• Knowledge of performance improvement and change management techniques.
• Problem solving skills with both tactical and strategic solutions.
• Proficient in MS Word, Excel, PowerPoint, Visio, Access, SharePoint and other business intelligence and reporting toolsets.
• Proficient in use and understanding of computers, software, databases, client server and web-based implementations.

Additional Considerations

• A combination of training, experience or education in Information Technology, Business Administration, Customer Service or related field desired.
• Experience in Business System Administrative Support and Customer Service.
• Experience in the implementation of systems.
• Experience in research and evaluation practices and working with Executive Management and users of systems to capture processes and identify or resolve issues.
• Prior work experience with AASHTOWare systems.
• Senior level business analysis experience.

Physical Requirements

VDOT employees must abide by VDOTs Code of Ethics and the Commonwealths Standards of Conduct.