Systems Support Analyst

The Systems Support Analyst plays a critical role in supporting the effective use of Walker’s information systems, including electronic health records (EHR), data warehouse tools, and Tableau dashboards. As a member of the Performance Improvement team, this role provides frontline systems support, user training, data reporting, and analytical assistance to help programs operate efficiently and meet agency-wide evaluation and reporting needs.

• Serve as the primary point of contact for user questions and system issues
• Resolve or /escalate technical problems, submit and monitor vendor support tickets through resolution
• Provide Tier 1 support, including internal ticket management and frontline troubleshooting
• Create and manage user accounts, roles, and permissions within Walker security protocols
• Audit user access and ensure compliance with data security requirements

• Run, maintain, and develop reports for programs, managers, and the Director of Analytics & Systems Integration
• Produce timely recurring and ad hoc reports on treatment, outputs, outcomes, and operational measures
• Support agency-wide evaluation, outcomes measurement, and data analytic projects
• Assist with Medicaid reporting, EEC reporting, fundraising data requests, and other scheduled agency reporting
• Manage client and parent survey schedules and generate summary reports

• Train employees, including new hires, on system functionality, reports, dashboards, and best practices
• Develop and maintain user‑facing documentation, guides, and reference materials
• Support departmental power users to strengthen internal expertise across programs
• Communicate system upgrades, enhancements, and new features to employees

• Support the design and optimization of internal data collection tools and workflows
• Identify gaps, inefficiencies, and opportunities for improved processes or system enhancements
• Participate in system upgrade activities, including release note review, testing, scheduling, and communication
• Contribute to rollout of new system features, content standards, and process changes
• Ensure adherence to consistent data entry standards and quality control practices

• Conduct outreach to client families post-discharge as part of evaluation efforts
• Participate in user forums, learning groups, and vendor-led training related to agency systems
• Support the Credible Client Portal and other agency technology initiatives
• All other duties, as assigned

• Detail oriented, analytical thinker with excellent problem‑solving abilities and human‑relations skills; strong customer service orientation; ability to present data and ideas clearly and accurately; excellent writing and communication skills; able to adhere to project deadlines; able to take initiative and to work independently; strong teamwork orientation; good visual/graphical communication skills; able to communicate their knowledge to non‑experts
• Proven ability to work independently, manage multiple projects, prioritize among competing priorities, and meet deadlines
• Flexibility to adapt to changing environments and organizational needs
• Ability to sit at workstation for prolonged periods of time, consistent with OSHA suggestions and requirements
• Ability to climb stairs; ability to lift and move large computers and small printers; ability to type

Monday‑Friday, 9:00am‑5:00pm with flexibility as needed for program and operational needs

• Required: High School Diploma or GED and coursework or certification in information management, database administration, data analytics, program evaluation, statistics, and/or research methods
• Preferred: 4‑year college degree with coursework or certifications in two or more of the above disciplines

• Required: Minimum of two years’ experience working with databases as end user and/or in data analytics
• Experience as EHR, education Student Information System (SIS) or other database power user
• Experience analyzing data with Microsoft Excel
• Demonstrated ability to…