Remote Help Desk Application Analyst

Description:

• PingWind is seeking a highly skilled and experienced Help Desk Application Analyst for the Human Capitol Service Center (HCSC) Tier 2 support of the Department of Veterans Affairs (VA) Talent Management System (TMS) and the VA Emergency Alerting and Accountability System (EAAS) Help Desk operations.
• This role will assist with escalated tickets from the Enterprise Service Desk (ESD) Tier 1 and support all TMS and EAAS users, including doctors, nurses, educators, designated VA Program Managers (PM), Enterprise Infrastructure Engineers, Core Infrastructure Services staff, and site system administrators at all levels.
• Responsibilities include application issue resolution, participation in daily calls with stakeholders, managed self-enrollment maintenance, educational data repository facility fixes, TMS local administrator finder, monitoring TMS submitted reports, identifying TMS import errors, providing support for reports and training certificates, user acceptance testing, VA TMS course testing, troubleshooting PC setup and browser optimization, identifying database repair issues, troubleshooting technical issues with the VA Single Sign-On Initiative, utilizing the Automated Notification Reporting tool, and tracking efforts escalated to Tier 2 using the VA Enterprise Service Desk SNOW Manager Help Desk software.
• The Application Analyst will serve as a subject matter expert for online learning standards and coordinate with Quality Assurance and Engineering teams to identify, report, and resolve product defects.

Requirements:

• A working knowledge of web-based applications and data access mechanisms is required.
• Plateau certification is mandatory.
• Specialized training in system configuration and content integration is necessary.
• ITIL knowledge is required.
• Candidates must maintain confidentiality of information processed or prepared.
• Experience with the ServiceNow ticket system is essential.
• Knowledge of implementation, global system management, back-end and front-end functionality is required.
• Familiarity with software programming or web development languages such as HTML and JavaScript is necessary.
• Experience with database management and administration tools is required.
• Proficiency in Structured Query Language (SQL) is necessary.
• Experience with service enterprise-level applications and Learning Management Systems is required.

Benefits:

• Employees receive eleven paid federal holidays.
• Paid time off starts at 5 hours per pay period, totaling 120 hours per year.
• Paid parental leave is provided.
• Employees can choose from three medical plans, along with PPO dental and vision insurance.
• A 401k plan with a generous employer match is available.
• A 529 College Savings Plan is offered.
• Continuing education assistance is provided.
• Company-paid short-term disability, long-term disability, and life insurance/AD&D are included.
• Flexible spending accounts are available.
• Health and wellness benefits include a Calm Health app subscription and a Wellhub gym membership subsidy.
• Voluntary insurance plans, including critical illness, hospital indemnity, legal, life/AD&D, and pet insurance, are offered.