Peoplesoft IT Help Desk II - Mid

US-DC-Washington
Job ID
2017-1823
Category
Technical Support

Overview

Are you looking for an opportunity to join a growing company that is innovative, cutting edge, and mission centered?  Our prestigious technical and management consultants work closely with our customers in a dynamic, solution-oriented environment, and we are inviting you to apply for our recent opening as a PeopleSoft/HR Application Technician

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.

Clearance

Interim Secret

Responsibilities

Provides support to end users on a variety of DOS HR Bureau IPMS application  issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.

 

 

DOS HR Bureau Specific Duties

  • Receives Remedy and HRCC tickets, inquiry calls and emails from Tier 1 HR Help Desk and HRSSC
  • Provides Tier 2 application support and responds to all requests no later than 24 hours from the date of the original request.
  • Logging and tracking problems, inquiries and service request daily
  • Keeps the customer informed regarding resolution status
  • Initiates escalation procedures as necessary to the next tier level with full analysis included
  • Monitors resolution process and ensures tickets are closed in within a 72 hour period
  • Work with Functional and Development teams to identify and resolve defects
  • Perform system testing of PeopleSoft HRMS Federal application (GEMS)
  • Work with the client to identify and prioritize defects, coordinate production migrations and UAT
  • Monitor and support, defect resolution and change request activities within team
  • Communicate effectively with business users and ensure customer satisfaction is met
  • Producing bi-weekly incident summary reports that provide management input for key problem areas and potential user training requirements
  • Stays abreast of modifications to the IPMS application through participation in user requirements, software change control reviews, design adaptations/customizations reviews, Independent Validation and Verification System testing, other IPMS user/management related forums, and documenting the outcomes, as required
  • Creates IPMS Support Center user manuals
  • Reset passwords for GEMS and Monster
  • Supports the following applications:   GEMS (PeopleSoft), Knowledge Center (KC), Overseas Personnel System (OPS), Executive Agency Personnel System (EAPS), Monster Hiring Management Enterprise (MHME), etc.

 

Qualifications

Skills: Required

 

Familiar with s PeopleSoft HRMS 9 or higher

Human Resources knowledge

Application Support knowledge

 

Buchanan & Edwards, Inc. (BE) is an Information Technology and Professional Services consulting firm located in Arlington, VA. BE is a diversified high-technology services company, providing government, commercial and nonprofit agencies technology solutions and organizational management services to ensure mission success. Serving the federal sector since 1998, we base our solutions on an in-depth understanding of our clients, their mission and the unique challenges they face. BE is the winner of the 2015 Microsoft U.S. Federal Solution Partner of the Year award, a 2015 Washington Post Top Workplace and has been an Inc. 500/5000 awardee for six consecutive years.

 

BE is dedicated to fostering, cultivating and preserving a culture of diversity and inclusion. We are committed to crafting a workplace that endorses creativity and innovation, and promotes engagement through open communication, acceptance of new people and ideas, and a supportive team dynamic. We are proud to be an Equal Opportunity/Affirmative Action Employer, giving qualified candidates full consideration without discrimination as it relates to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected status.

 

 

 

 

Buchanan & Edwards, Inc. (BE) is an Information Technology and Professional Services consulting firm located in Arlington, VA. BE is a diversified high-technology services company, providing government, commercial and nonprofit agencies technology solutions and organizational management services to ensure mission success. Serving the federal sector since 1998, we base our solutions on an in-depth understanding of our clients, their mission and the unique challenges they face. BE is the winner of the 2015 Microsoft U.S. Federal Solution Partner of the Year award, a 2015 and 2016 Washington Post Top Workplace and has been an Inc. 500/5000 awardee for six consecutive years.

 

Buchanan & Edwards, Inc. is dedicated to fostering, cultivating and preserving a culture of diversity and inclusion. We are committed to crafting a workplace that endorses creativity and innovation, and promotes engagement through open communication, acceptance of new people and ideas, and a supportive team dynamic. Buchanan & Edwards, Inc. is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. EOE Minority/Female/Veteran/Disabled. Buchanan & Edwards, Inc. is an E-Verify employer.

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