Application Systems Analyst, EDP I

Commonwealth of Massachusetts•Boston, MA

1d•$66,890 - $96,266•Hybrid

About The Position

The Office of the Comptroller is seeking qualified candidates for consideration to fill one, full-time (37.5 hours/week) Application Systems Analyst position. Under the supervision of the ERP Director, this position provides frontline support for users of the Commonwealth’s ERP platform and supports the effective operation of statewide financial business processes. The Application Systems Analyst is responsible for ServiceNow ticket management and monitoring, including reviewing, documenting, categorizing, routing, tracking, and escalating issues based on priority and business impact. Application Systems Analyst responsibilities include responding to routine ERP questions, performing initial troubleshooting, gathering information for investigation, applying documented solutions, and escalating complex issues to Level 2 resources or coordinating with the vendor when needed. The position also performs daily ERP production support activities, including setting and validating processing parameters, monitoring scheduled activities, preparing and maintaining system and operational documentation, and supporting system assurance, testing, and validation activities. This role strengthens day-to-day operational support and allows senior ERP resources to focus on complex production issues, system improvements, and strategic initiatives.

Requirements

Knowledge of ERP, business, financial, or information systems concepts and processes.
Experience providing user or application support and managing tickets, including documenting, tracking, updating, and escalating support requests.
Ability to review system and transaction information, identify issues, and follow established procedures to support resolution.
Proficiency in coordinating assigned work, maintaining accurate documentation, and adhering to established processes and timelines.
At least (A) three years of full-time, or equivalent part-time, professional experience in electronic data processing work the major duties of which included computer programming and/or computer systems analysis, or (B) any equivalent combination of the required experience and the substitutions below.
An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required experience.
A Bachelor's or higher degree with a major in the field of data processing or computer and/or information science may be substituted for the required experience.
A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required experience.
An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required experience.
Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required experience.

Nice To Haves

A degree or certification in business administration, accounting, finance, information systems, public administration, or a related field or relevant experience;
Experience supporting enterprise financial systems, applications, or business operations;
Familiarity with government accounting, payroll, procurement, budgeting, or related administrative processes (Oracle)
Experience with user support, ticket management (ServiceNow, Jira), and troubleshooting.

Responsibilities

Perform daily ERP production support activities; set and validate authorized processing parameters, monitor scheduled activities, processing cycles, review results and exceptions, confirm expected completion, document identified issues, and coordinate follow-up or escalation when processing does not occur as expected.
Manage and monitor incidents by reviewing, documenting, categorizing, prioritizing, routing, tracking, and updating tickets; apply established criteria to assess priority and business impact and direct issues to the appropriate support team.
Review production issues, work with internal teams, departments, Commonwealth agencies, and external vendors to support follow-up and resolution.
Perform Quality Assurance by supporting functional, end-to-end, regression, and production-readiness testing.
Create and maintain Standard Operating Procedures (SOPs).
Participate in rotating after-hours and weekend support (on call).
Remain current with CTR policies, procedures, memos, required training, internal controls, risk, and fraud-prevention responsibilities.
Contribute to a positive, respectful, and cooperative work environment.
Assist with cross-training, knowledge transfer, continuity planning, risk assessment, and internal-control review.
Perform other related assignments on an as-needed basis.