Applications Systems Analyst II - EHRA

Agency

Department of Information Technology

Division

Chief Deputy SCIO

Job Classification Title

Applications Systems Analyst II (NS)

Position Number

Grade

DT09

The N.C. Department of Information Technology (NCDIT) serves as the Technology Center for the State of NC. Services that NCDIT provides reach a client base of state and local government agencies, as well as schools, colleges and universities. NCDIT’s mission is to enable trusted business-driven solutions that meet the needs of North Carolinians. NCDIT provides technology services to state agencies and is charged with closing the digital divide by expanding availability of broadband services and promoting the adoption of affordable, high-speed internet.

Salary Range: $81,504 - $122,256

The position is designated Statutory Exempt (EHRA) and is exempt from the State Human Resources Act.

This position may be eligible for hybrid remote work in accordance with state policy and the agency’s remote work program but does require weekly onsite work. Any telework will be under the conditions of the state Teleworking Program Policy and the employer may end any teleworking arrangement at any time in the employer’s sole discretion.

• Collaborating with business analysts, IT teams, and end-users to gather and document requirements for new Service Now functionalities.
• Administering the Service Now platform to ensure a robust and secure environment.
• Working closely with the Platform Owner, other members of the Service Now team, and software vendors to plan and implement enhancements and upgrades to software applications, infrastructure, and services.
• Engaging in the entire development process, including specification, workflow analysis, workflow diagrams, data modeling, troubleshooting, documentation, and quality assurance.
• Analyzing, designing, coding, troubleshooting, testing, implementing, maintaining, and supporting Service Now applications and associated system reports.
• Possessing the skills and knowledge to create seamless integrations between Service Now and other systems for efficient and effective IT service delivery, using various integration options including REST web services.
• Researching and staying informed about technological changes and collaborating with team members to determine their impact and integration with existing application and service standards and architectures.
• Reviewing existing functionality and processes to identify areas for improving scalability and performance.
• Understanding business functions and system needs to develop, implement, and support solutions that meet business specifications.
• Providing technical support by troubleshooting issues from customers across technical and functional teams.
• Working closely with NCDIT and other agency customers to address concerns, gather requirements, provide guidance on best practices and shared policies, and coordinate changes and maintenance activities.
• Creating and working with complex database queries to generate reports that support business customers.

The NCDIT Enterprise Applications team is responsible for the enterprise applications platforms used to provide services to all state agencies, personnel and citizens; which includes Service Now, Microsoft 365, Electronic Digital Signature, Content management, Database and Middleware Services, and others in this growing area of business. The areas supported by Enterprise applications team include ITSM, ITAM, HRSD, Microsoft 365, Electronic Digital Signature, Content management, Collaboration Tools, Business Intelligence, Operational Intelligence and others in these growing areas of business.

The team mission is to provide secure, responsive, agile, and cost-efficient services to our customers, enabling them to better serve the citizens of North Carolina.

Service Now team within the NCDIT Enterprise applications is responsible for maintaining and administering the Service Now platform that is used by NCDIT and other state agencies as well as automate and aid in automation of business tasks to deliver IT services in an efficient and effective manner.