Job Listing Information
- 12-Jan-2022 to 26-Jan-2022 (UTC)
- Mechanicsville, VA, USA
- Full Time
- Long Term Contract Length
- 40 Weekly Hours
Vendors - pls ready before your submit:
ABC is transitioning to a Hybrid work schedule. As of January 10, ABC requires all resources to be in the office 1 day a week. The other four days are remote.
At some future point (they are not sure exactly when, but at least a month from this week, ABC will require all resources to be in the office 2 days a week. The other 3 days will be remote.
There will then be a third and final change (again I do not have a solid date), where ABC will required all resources to be in the office 3 days a week. The other 2 days will be remote. The communicated plan is that this will be the target end state.
Before you submit your candidate, please make sure you discuss with them and your candidate agrees to this changing schedule/arrangement.
ABOUT THE ROLE
- This position will be serving as a Sr. BSA, Accela Administrator and support process coordinator for Virginia ABC’s VAL (Virginia ABC Licensing) System.
- The first phase of the system will go-live on January 3rd, with a second larger phase scheduled for a few months in the future.
- The VAL system is implemented on the Accela platform and is a custom implementation that relies on a combination of configuration and scripting (java script/json).
- If the incoming candidate does not already possess a knowledge of Accela administration, they will only need to learn the configuration side of it. No scripting will be required.
- The existing support process will rely on the incoming candidate to facilitate the triage of incident tickets escalated from either the Tier 1 support group or from the ‘business administrator’ and if it is not something within their capabilities to resolve it is escalated and resolved by the appropriate group (other ABC IT Operations group or 3rd party vendor support).
- The incoming candidate will be responsible for seeing all tickets through to resolution and will be instrumental in helping to revise and refactor the support processes to accommodate a larger rollout for phase 2, which may include the cloud SAAS platform.
- In addition to support activities, the incoming candidate will also be responsible for any requirements development and prioritization of enhancement requests.
- Depending on the impact and scope of the enhancement, the candidate would partner either with internal ABC IT resources or 3rd party vendor resources to implement the changes.
- The incoming candidate needs to be a self-starter and fast learner, who remains calm under pressure and can respectfully and professionally deal and negotiate with, at times, difficult clients.
Primary Responsibilities:
- Serve as IT product configuration administrator for configuration only for the new VAL (Virginia ABC Licensing) online system
- Partner with business and IT stakeholders to identify and implement configuration-based enhancements to support the VAL system based on industry best practices
- Troubleshoot and resolve configuration-related issues and defects and determine whether to Escalate to Accela support
- Responsible for submitting and partnering with 3rd party vendor support for the resolution of defects and the implementation of prioritized enhancements that involve advanced scripting or the maintenance of existing and/or addition of new batch jobs
- Partners with the business owner to evaluate Accela product upgrades and perform an impact assessment on both the existing system and business processes
- Elicits and writes requirements for all requested enhancements to the VAL system
- Creates and/or maintains appropriately detailed business and system documentation related to the Accela implementation for VAL
- Creates detailed data mappings, as needed, for data integration work between VAL and other legacy systems
- Serves as an escalation point of contact for the IT Production Support Team for technical VAL issues
- Partners with key business and technical stakeholders to maintain and/or establish standards and governance to ensure adherence to standards when it comes to the administration, maintenance and enhancement of the project
- Partners with key business and technical stakeholders to annually review, maintain and/or develop an operational support plan for the product
- Serve as the subject matter expert for both the business use of the VAL application and the technical implementation that support it
- Works with other IT functional groups to resolve issues related to connectivity and interfaces with other ABC systems
- Directs stakeholders to submit a project initiation request for enhancements or additions that exceeds the bandwidth, capacity and/or capabilities of day-to-day administration and 3rd party vendor supported enhancements
- Coordinates change management efforts and for ensures that the change management process is followed for each release, including those that contain just product configuration changes
- Mentor(s) and trains a back-up resource if/when available
Required Experience/Skills:
- Has previous experience as a Sr. BSA and as either a cloud-based or on premise COTS product administrator
- Ability to learn new products and systems quickly
- Possesses excellent problem solving and technical troubleshooting capabilities
- Is a self-starter and independent worker; does not require detailed instructions on what tasks to complete or how to complete them
- Works independently and is able to effectively and efficiently translate business, process and technical goals into actionable tasks
- Able to balance multiple assignments simultaneously based on priority and complexity
- Possesses excellent verbal and written communication skills with both IT and Business Professionals at all levels of organization (able to speak to big picture as well as technical details and knows when to speak to each and how)
- Diligently, but tactfully pursues answers to needed questions to address gaps and advance work progress
- Effectively facilitate meetings and requirements gathering sessions
- Writes specific, measurable, and testable user stories with detailed acceptance criteria
- Proficient with Microsoft Office 365 (Word, Excel, PowerPoint, Visio)
- Makes recommendations for the logical design of COTs product enhancements
- Publishes clear and effective process flows
Highly Desired:
- Previous experience using and/or administering Accela
- Previous experiencing using Atlassian JIRA
Required / Desired Skills
Cloud-based or on premise COTS (on-premise or SAAS) application administrator - Required 3 Years
Writes specific, measurable, and testable user stories with detailed acceptance criteria - Required 7 Years
Effectively facilitate meetings and requirements gathering sessions - Required 7 Years
Excellent problem solving and technical troubleshooting capabilities - Required 5 Years
Basic SQL Skills (Select only, ability to write complex joins) - Required 5 Years
Develops clear and effective business and system documentation (process flows, data mapping, etc.) - Required 7 Years
Full SDLC experience - Required 5 Years
Experience working and partnering with Vendor Support - Required 3 Years
Previous experience using and/or administering Accela - Highly desired 2 Years
Previous experiencing using Atlassian JIRA - Highly desired 2 Years