Employment in this role is conditional upon successful execution of the contract by the client.

The Work

The CAPPS Applications Support Analyst performs highly advanced (senior-level) consultative and technical support work for the CAPPS (Centralized Accounting and Payroll/Personnel System) program. This role is responsible for ensuring the quality, stability, compliance, and security of CAPPS Financials and related applications, including configuration and support of the CAPPS Service Desk application. The position works under minimal supervision with extensive latitude for the use of initiative and independent judgment while adhering to established processes and procedures.

This position aligns with Cayuse’s core values of Innovation, Excellence, Collaboration, Adaptability, and Integrity by fostering technical solutions that meet customer needs, promoting teamwork, and prioritizing quality in deliverables

• Perform highly advanced consultative services and technical assistance related to supporting the CAPPS program and associated applications.
• Ensure CAPPS Financials requirements, procedures, development, and testing activities from the Managed Services vendor meet written procedures, coding standards, and follow the CAPPS System Development Lifecycle (SDLC).
• Provide technical project support and coordination for CAPPS-related initiatives, ensuring alignment with established milestones, deliverables, and due dates.
• Ensure all digital products and content associated with CAPPS meet WCAG 2.1 accessibility standards, maintaining experiences that are perceivable, operable, understandable, and robust for all users.
• Regularly review content and solutions for accessibility compliance and implement updates or remediation when accessibility issues are identified.
• Submit and track all WCAG accessibility waivers, including:
• Coordinating testing efforts for compliance.
• Completing waiver submissions as required.
• Actively tracking requests submitted to the vendor requesting a resolution.
• Actively tracking system coding/configuration once resolutions are available.
• Renewing waivers upon expiration if solutions have not been provided or installed.
• Provide oversight for functional and technical design walkthroughs, including:
• Analyzing business processes and current system workflows to assess ERP design fit.
• Reviewing functional designs, technical specifications, and integration documentation to identify technical gaps.
• Evaluating upstream/downstream dependencies to ensure architectural alignment.
• Preparing technical scenarios and test cases to validate system behavior.
• Assessing designs for performance, security, scalability, and data quality impacts.
• Providing concise technical feedback during design walks, highlighting risks and dependencies.
• Supporting design reviews to ensure accuracy and readiness for development and testing.
• Review developed code for compliance with defined requirements and validate code comparisons prior to migration to ensure adherence to all established standards.
• Maintain and support the CAPPS Service Desk application, including:
• Product configuration and administrative support.
• Remaining current on all functionality offered by BOSSDesk (or comparable ITIL-compliant service desk platform).
• Ensuring the service desk application remains ITIL-compliant.
• Ensuring the application remains current with all approved configuration changes to support customized implementations.
• Performing advanced troubleshooting and root-cause analysis.
• Ensuring integrations and providing API support (e.g., TDIS).
• Responding to reported incidents and proactively monitoring the system.
• Maintaining technical documentation and the knowledge management repository.
• Collaborating and coordinating with the service desk product vendor for engineering and product support.
• Assisting with data analysis and requested reporting.
• Provide Level 2 Service Desk support, including ticket handling for complex issues, in-depth troubleshooting, well-documented analysis, and basic configurations following established and auditable processes.
• Collaborate with a Managed Services vendor responsible for Level 3 duties, ensuring effective escalation and resolution.
• Actively respond to and maintain customer ticket requests via the CAPPS Service Desk with current information and status updates, including but not limited to:
  • Interface issues
  • IP whitelisting
  • EFT/secure server connectivity
  • Agency transfer files
  • Batch failures
  • Other related technical tasks across agencies
• Perform all duties following established processes, policies, and procedures, within project scope and schedule, and in accordance with defined milestones and deliverables.
• Work under minimal supervision, relying on experience and judgment to plan and accomplish goals while following established processes and procedures.
• Perform all work in accordance with Information Technology Infrastructure Library (ITIL) principles and practices for:
  • IT Service Management (ITSM)
  • IT Asset Management (ITAM)
• Alignment of IT services with business needs
• Actively participate in the Major Incident Management (MIM) process for P1 and P2 incidents based on assigned module responsibilities.
• Participate in Disaster Recovery (DR) and upgrade testing activities, including planning, execution, and documentation.
• Deliver presentations at CAPPS user groups and other stakeholder forums as required.
• Plan, design, develop, implement, support, and maintain information technology security measures to safeguard system information.
• Participate, as directed, in annual SOC-1 attestation audits designed to ensure that controls are effectively designed and operated to ensure accuracy and security of CAPPS-related information.
• Ensure that enhancements, process changes, and system fixes consider security, availability, processing integrity, confidentiality, and privacy as part of proposed and implemented solutions.

Other duties as assigned.

Here’s What You Need

The qualifications and skills listed below are intended to provide a general overview of the requirements for this position. However, due to the anticipated nature of the contract and the absence of a finalized task order from the client, this list should not be considered all-encompassing. Additional qualifications, certifications, skills, or experience specific to the client’s requirements may be identified and requested upon award of the task order. Candidates should demonstrate flexibility and a willingness to adapt to evolving responsibilities as outlined by the client.

• 10+ years of extensive Texas public sector experience directly working for or supporting a Texas state government agency.
• 10+ years of experience performing technical activities in support of complex enterprise application systems (e.g., CAPPS or similar statewide ERP solutions).
• 10+ years of experience creating and managing a strategic roadmap by combining strong planning skills, technical insight, and effective cross‑functional communication.
• 10+ years of experience preparing materials for and conducting executive‑level presentations.
• 10+ years of experience performing technical project management activities in support of large-scale ERP or financial systems programs.
• 10+ years of experience interpreting contractual language and integrating it into daily workflows, with a demonstrated ability to hold vendors accountable to contractual requirements.
• 10+ years of extensive knowledge of and experience with data integration, data quality, and SDLC processes and methodologies.
• 10+ years of technical experience with PeopleSoft FSCM or HCM 9.2 and related toolsets, including:
  • PeopleTools
  • PeopleCode
  • Application Designer
  • SQL
  • PS/Query
  • SQR
  • Application Engine
  • Oracle Database 11g or higher
• 10+ years of experience with CAPPS Central (or comparable) production and deployment technical support activities for a large, multi-agency or multi-entity environment (e.g., more than 100 agencies and multiple hub instances).
• 8+ years of experience with IT service desk functions and knowledge of ITIL framework methodologies and processes.
• 3+ years of experience providing full support for BOSSDesk or a comparable ITIL-compliant service desk application, including configuration, administration, and advanced troubleshooting.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Exceptional verbal and written communication skills.  
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately
• Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

Desired Qualifications:

• 10+ years of experience with software and hardware management industry best practices, including lifecycle management and configuration control.
• 10+ years of experience with legacy statewide financial systems production support activities or similar large-scale government financial systems.
• 10+ years of experience developing technical specifications and requirements to support IT procurements, including solicitations, evaluations, and vendor deliverable reviews.

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Program Manager

Working Conditions

• Professional remote office environment.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.

• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer.  All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.