Analyst CRM Support Level II

Analyst1.5 Software Analyst (CRM Support)Level II Field:Computer TechnologyExperience Level:  5-9+ yearsEducation Level:Undergraduate College DegreeCertification Required: Performance Period: Estimated Hours During Performance Period:**** in fiscal yearHourly Rate:Time and MaterialsVendor Name:For BidRFP Number:1009Contract Number:  Definition:Candidate – Contractor Employee who has signed Consent for Representation corresponding to the attached RFP # and meets the conditions outlined in Master Contract Agreement/SOW.Overview:A Software Analyst is a person who performs interviews and research to determine IT software requirements and translates them into specifications for complex technical software applications. They analyze, facilitate, model and organize information in order to elicit requirements, reconcile conflicts, and create specifications, guidelines and standards for developers. The Level II Software Analyst is a position requiring from 5+ years of demonstrated analyst experience using modeling languages, technical product life cycle concepts and requirements engineering, among other applied skills and knowledge. The Software Analyst is a supplemental labor position and the candidate is not an employee of BPA or of the United States Government. The candidate is subject to all federal laws, contract requirements, security policies and procedures while performing his or her work on site at BPA. The candidate will not have any supervisory authority over federal employees.The Software Analyst must possess the skills required to perform the work assigned (i.e., the “know-how” when reporting to work).  Bonneville Power Administration (BPA) is not responsible for training or directing the candidate on how to perform the work, and the candidate is responsible for delivering the “know-how” within the workplace requirements, policies, rules, regulations, federal law and the timeline requested.For security purposes, the Software Analyst may not bring his or her personal computer on site at BPA. In addition, he or she may not bring on site and transfer to any flash memory device or any other media any BPA data, files, or images.  Privileged Access:The Software Analyst contractor employee’s work will require privileged access to BPA Information Technology (IT) networked or desktop systems.  Such access contains data and information that may contain all or at least one of the following: For Official Use Only, Critical Infrastructure Information, Privacy Act, Personally Identifiable Information (PII), and/or sensitive unclassified information (SUI).  Contractor employees who require and are granted privileged access to BPA IT systems, the following conditions apply, and the contractor employee, as the user, acknowledges the following:1.  Contractor employee will conform to all BP IT cyber security requirements and policies regarding privileged access with special emphasis on the Cyber Security Program Plan (CSPP) and the BPA Manual 1110;2.  Access is only granted on the basis of need as established by the organizational supervisor and under the least privilege policy;The Vendor acknowledges all risks and costs in providing to BPA the Software Analyst supplement labor.  The Vendor is responsible for reviewing BPAM requirements, discussing and/or developing procedures in controlling risks and ensuring conditions are met for the Software Analyst contractor employee.  Skill Requirements:Knowledge of and skill in applying:·  Functional knowledge of PeopleSoft 8.9 (or higher) CRM Help Desk, business purposes and configuration.·  Working experience with defining and configuring CRM 8.9 (or higher) workflow and business processes.·  Working experience with designing, applying business principles and configuring CRM application security (establish user profiles and workflow setup).·  Working experience with gathering and analyzing user requirements, performing fit/gap analysis and developing prototypes.·  Ability to understand a client’s business quickly and translate that understanding into a documented change request.  ·  Strong analytical, problem solving and debugging skills.  Should be able to provide accurate problem analysis to the business unit and follow up with documentation.·  Knowledgeable of delivered query and report capabilities: PS Query, and Crystal Report.  ·  Good communication skills·  Good team player Sufficient to:·  Coordinate between business and technical units.·  Learn BPA environments quickly and be able to configure delivered CRM functionalities to fit desired needs. Design, prototype, test and implement functionalities for Support/Helpdesk, Self-service and Change Management. Plan, design and lead prototyping sessions, corporate demonstrations and requirements gathering meetings.  Perform fit gap analysis and propose implementation approaches. Develop requirement documents, configuration documents, functional design documents, knowledge transfer & training documents. Develop test scripts, QA documentation and perform unit and system tests. Develop and conduct user training sessions on the new features of implemented modules. ·  Provide CRM support in production environments. This includes troubleshooting CRM reported issues and system architectures to include data management, network management, and overall client architectures as it relates to the PeopleSoft environment. Performance Requirements: Carry out assigned tasks with a professional demeanor reflected in excellent written and oral communication skills, listening skills, patience, analytical reasoning and problem solving abilities Ability to meet timelines, milestones, deliverables and provide timely (weekly) status updates Communicate technical information verbally and in writing to technical and non-technical users Provide a sustainable IT infrastructure by supplying cross training and functional documentation Providing on-call and backup support for existing systems and functions.  Required to carry a BPA supplied cell phone/pager and work non-core hours when requested Understand and follow established processes and procedures including Change Management, Work Tracking and Time Management.   Location: Portland, tl 97232 Status: Full Time, Employee Job Category: IT/Software Development Company: CIBER, Inc. Contact: Steven Schwartz Email: Apply by Email Reference Code: 1009