CJAMS Support Analyst, Enterprise Architect and Data Analyst

State of Maryland • Baltimore County, MD

9h

About The Position

Introduction When you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than 1 million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults. We aim to deliver services so that we more quickly meet the needs of the people we serve. At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind. This is a full time contractual position with three open position available (CJAMS Analyst, Enterprise Architect and Data Analyst) GRADE 18 LOCATION OF POSITION Office of Technology for Human Services 1100 Eastern Boulevard Essex , MD 21221 Main Purpose of Job CJAMS Support Analyst This position provides critical technical and customer support within the Innovation pillar of OTHS. The primary purpose is to deliver comprehensive incident management and system-related support for the Social Services Administration (SSA) program services. This role ensures the operational reliability of mission-critical applications, including CJAMS (Child Juvenile and Adult Management System) and applications supporting Child and Adult Protective Services. Enterprise Architect This position serves as a primary technical lead within the Framework pillar of OTHS, acting as the operational backbone for the entire IT organization. The Enterprise Architect focuses on eliminating operational bottlenecks through rigorous process engineering, technical documentation, and the strategic optimization of enterprise tools such as ServiceNow and Open Gov. By mapping complex workflows and establishing governance protocols, this role ensures a standardized, secure, and efficient IT environment. Data Analyst This position supports the Data Integrity Team within the OTHS Framework Pillar. The team collaborates with various units in DHS, Maryland Benefits, and other agencies to reconcile, correct, and proactively prevent problems involving customer data. These efforts enable DHS to utilize Master Data Management (MDM) systems to provide improved customer service to citizens and prevent fraud. Additionally, this position requires cross-functional support of various DHS online applications by supporting incident resolution and working with Scrum teams as they design, develop, test, and implement system updates. These efforts support DHS as it seeks to implement continuous improvement of systems that deliver services and assistance to Maryland's most vulnerable citizens.

Requirements

• Two years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms.

Nice To Haves

• CJAMS Support Analyst One year of experience in incident management and problem resolution within a technical work order/ticketing system (e.g., researching, diagnosing, and resolving user-reported system issues.
• Six months of experience in a technical support or customer service role, specifically communicating system resolutions and Standard Operating Procedures (SOPs) to non-technical end-use.
• Six months of Hands-on experience using Agile planning solutions like JIRA, Azure, or digital.ai agility to manage functional requirements and system defects.
• Enterprise Architect One year experience in Incident Management.
• Six months experience using Incident Management tools such as ServiceNow, JIRA, and OpenGov.
• Six months experience in Identity Management-managing user security and access protocols.
• Six months experience performing workflow analysis and engineering automated solutions and experience as a trainer.
• Data Analyst One year experience with Incident Management.
• Six months experience working in data analysis.
• Six months of customer service experience, particularly communicating technical resolutions to end-users.
• Three months experience with data analytics and visualization tools such as Power BI or google Analytics.
• Six months professional experience using tools like JIRA.

Responsibilities

• CJAMS Self-assign and manage user support calls and tickets documented in the OTHS Service Desk for CJAMS and Protective Services applications.
• Conduct in-depth research and problem analysis to determine if reported issues are system defects, training gaps, or user errors.
• Document appropriate resolutions in the Incident Management system and follow through with end-users to ensure satisfactory closure.
• Perform root-cause analysis on recurring data discrepancies or functional errors within SSA applications.
• Maintain high levels of responsiveness to meet established Service Level Agreements (SLAs) for critical social service systems.
• Provide direct technical assistance to central and local SSA stakeholders, explaining system procedures and functionality clearly.
• Enterprise Architect Direct the end-to-end process mapping of 15+ internal workflows to identify and eliminate operational inefficiencies.
• Engineer automated solutions to replace manual hand-offs, streamlining IT service delivery and data integrity efforts.
• Analyze existing bottlenecks within the framework domain and propose architectural solutions to improve throughput.
• Establish and maintain the "Innovation Framework" to ensure all emerging applications adhere to uniform security, deployment, and documentation protocols.
• Lead the design and implementation of a centralized Enterprise Service Catalog.
• Data Analyst Assists in the resolution of data integrity issues (e.g., duplicate customer IDs, erroneous demographic information) by researching and diagnosing issues and communicating proposed solutions to stakeholders.
• Performs data corrections in the MDM system as needed to resolve issues, i ncluding correcting erroneous data and marking erroneous IDs.
• Takes all necessary steps to protect personally identifiable information (PII) during analysis and remediation.
• Works with CJAMS, CSMS, and OpenGov (but not limited to) teams to research and r esolve issues raised in the work order system.
• Provides backup support to the CSMS team during staff absences or as needed to ensure c ontinuity of service.

Benefits

• Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents.
• As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled.
• The State of Maryland will subsidize the remaining 75% of the cost for these benefits.
• You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.
• Leave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level