IST Technical Support Analyst

Join a Mission That Moves Richmond

GRTC is uniquely integrated with the community and presents a range of opportunities from launching innovative new service designs and building large capital projects to expanding throughout the region and continuing to grow ridership. Joining GRTC also means moving to a vibrant capital city with a nationally renowned arts and culture scene, delicious food, and enormous potential. Located just ten minutes from downtown, GRTC’s headquarters powers 30,000 transit trips a day, with more routes & regional connections in development as well as a second bus rapid transit line that will complement the Pulse, our ITDP Bronze Medal-winning flagship system that serves as the spine of our network.

SUMMARY:

The IST Technical Support Analyst supports the implementation, administration, and continuous improvement of the Agency's enterprise business applications. Serving as a liaison between the Information Systems & Technology (IST) Department and Agency business units, this position assists with application support, system testing, issue tracking, documentation, user support, and technology adoption initiatives.

Working closely with project leadership, implementation partners, and business stakeholders, the Technical Support Analyst helps coordinate User Acceptance Testing (UAT), track system issues through resolution, support application administration, and ensure successful deployment of enterprise technology solutions. This position provides an excellent opportunity for a motivated technology professional to develop expertise in enterprise business systems while becoming the Agency's internal subject matter expert (SME) for Oracle Fusion Cloud and other enterprise applications.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide day-to-day support for the Agency's enterprise business applications, including Oracle Fusion Cloud and related systems. 
• Troubleshoot application issues and coordinate resolution with vendors, implementation partners, and internal stakeholders. 
• Assist with application administration, user account management, security provisioning, and access requests. 
• Monitor system performance and escalate issues as appropriate.'

• Coordinate and facilitate User Acceptance Testing (UAT) activities with Agency departments. 
• Develop, organize, and maintain test plans, test scripts, and testing documentation. 
• Execute functional and regression testing during system implementations, upgrades, and quarterly software releases. 
• Document, prioritize, and track application defects, enhancement requests, and system issues through resolution. 
• Validate corrections and system changes prior to production deployment. 

Business Partnership & Technology Adoption

• Partner with Agency departments to understand business processes and support technology adoption initiatives. 
• Assist end users with troubleshooting, application navigation, and business process questions. 
• Support implementation activities by coordinating with business stakeholders and project teams. 
• Assist with developing user documentation, knowledge base articles, standard operating procedures, and training materials. 
• Support user training sessions and post-implementation stabilization activities. 

Continuous Improvement

• Participate in enterprise technology projects and cross-functional initiatives. 
• Identify opportunities to improve business processes through technology and automation. 
• Maintain accurate documentation of system configurations, support procedures, and business processes. 
• Develop knowledge and expertise in enterprise applications to become the Agency's internal subject matter expert. 
• Perform other duties as assigned.

OTHER DUTIES AS ASSIGNED:

In accordance with our mission statement, additional duties and/or tasks may be assigned to maintain seamless service for the agency.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Education / Experiences / Certifications:

Required:

• Associate's degree in Information Technology, Computer Science, Information Systems, Business Administration, or a related field. 

Preferred:

• Bachelor's degree in Information Technology, Computer Science, Management Information Systems, Business Administration, or a related discipline. 
• Equivalent combinations of education, technical training, certifications, and relevant experience will be considered. 

Preferred certifications include:

• CompTIA A  
• CompTIA Network  
• ITIL Foundation 
• Google IT Support Professional Certificate 
• Oracle Cloud Foundations (or willingness to obtain within the first year)
• Project Management or Business Analysis coursework/certifications

Knowledge / Skills / Abilities:

Required:

• Two (2) years of experience in information technology, technical support, business systems support, customer support, or a related technical environment.
• Demonstrated ability to troubleshoot technical problems and identify practical solutions. 
• Strong organizational skills with exceptional attention to detail. 
• Excellent written, verbal, and interpersonal communication skills. 
• Ability to learn new technologies and business applications quickly. 
• Ability to work collaboratively with technical staff, vendors, and business users. 
• Strong customer service orientation and ability to explain technical concepts to non-technical audiences. 
• Ability to manage multiple assignments while meeting established deadlines. 

Preferred:

• Experience supporting business applications, ERP systems, CRM systems, HRIS platforms, or other enterprise software. 
• Experience creating documentation, test scripts, procedures, or user guides.
• Familiarity with User Acceptance Testing (UAT), issue tracking, or quality assurance processes. 
• Basic understanding of business process analysis, data mapping, system integrations, or workflow concepts. 
• Experience using Microsoft Excel, Microsoft 365, reporting tools, or ticket management systems. 
• Exposure to Oracle Fusion Cloud, Microsoft Dynamics, Workday, Tyler Technologies, PeopleSoft, SAP, Infor, or similar enterprise applications is preferred but not required.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

GRTC IS AN EQUAL OPPORTUNITY EMPLOYER WHO VALUES DIVERSITY IN THE WORKFORCE