Computer Aid, Inc.

Business Analyst II

US-IL-Chicago
Employment Type
Permanent
Experience Level
Senior

Position Description/Responsibilities (CCC/Vendor)

CAI is looking for a Business Analyst needed for our public sector client in Chicago.  Will serve as Secondary Support for of other supported applications including Oracle EBS (Financials, HR, and Payrool) and Support for SaaS (Software as a Service) recruiting application, called Taleo, as needed.

 

Role

  • Application Support Business Analyst

Responsibilities

  • Work among a large team of application specialists supporting our client’s enterprise applications. 
  • Provide basic leadership and mentorship to other support team members. 
  • Foster strong relationships and interact with the business ownership on a daily basis.
  • Familiarize self with the application and provide subject matter expertise in response to user questions. 

  • Respond to customer support requests via the team’s phone queue on a daily basis.

  • Investigate and resolve support requests within Service Level Agreement (SLA) time frames.
  • Assess and triage production issues.  Escalate issues to management as appropriate.  
  • Document application and system processes.
  • Perform, document, and test system configuration.
  • Gather requirements, deliver design documentation, develop and execute test plans.
  • Support projects and/or initiatives as assigned.
  • Support the maintenance of  training materials.
  • Using Computer Aid’s metric based support methodology and tools, perform analysis to identify and resolve recurring issues.  Promote first call resolution.
  • Participate in cross training and knowledge sharing of best practices amongst and outside of the team
  • Rapidly learn new applications and technologies as new systems are added to CAI’s scope.
  • Organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously manage multiple priorities to ensure goals are met in a timely manner.
  • Thrive in a culture of constant professional improvement and growth, perpetuating hard work, self-leadership, and empowerment.  
  • Exhibit unwavering honesty and integrity.

 

Environment Profile

 

General Client Profile

IT Department

Local government

 

Support Team Profile

 

24x7 support; team is on-call afterhours to respond to critical support requests.

Oracle E-Business Suites Support team is composed of fourteen dedicated analysts and technical experts.

 

 

Application Profile

Oracle Taleo Enterprise Edition

Oracle E-Business Suites Financials, Human Resources, and Payroll

Position Requirements/Technical Skills (CCC/Vendor)

  • 2-4 years experience in HR and/or Recruiting function

  • Taleo experience is highly desirable
  • Public sector expire is desirable
  • Expert proficiency with Microsoft Office Suites, 2007 or 2010
  • Helpdesk support experience
  • Requires 3+ years of relevant user support experience
  • Must have a strong customer service orientation
  • Must possess excellent analytical, organizational, and communication skills
  • Must have excellent documentation skills and experience

CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.

Company Overview (CCC Only)

 

Computer Aid, Inc.(CAI)

Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries. Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities.  

 

CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.

 

Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities.  For more information on our professionals, services, and industries we support, please see our website www.compaid.com.

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