Summary:

The Division Information Systems Analyst provides functional support and coordination for enterprise business systems, working closely with division users and centralized enterprise teams, including ERP, reporting, and related applications. This role serves as a key liaison, supporting frontline users while ensuring clear communication and alignment between the division and enterprise system teams.

The position focuses on troubleshooting, training, user support, and supporting testing of system updates and releases, ensuring enterprise systems are effectively used to support operations and that the divisions are prepared for system changes. This role does not replace or duplicate centralized ERP administration or development functions but instead strengthens coordination and promotes effective use of delivered system functionality.

Responsibilities:

The following duties are intended to describe the general nature of work performed and are not intended to be an exhaustive list of all responsibilities.
• Serve as the primary functional point of contact for enterprise systems, providing division-embedded support to users by troubleshooting issues, answering questions, resolving routine problems, and escalating more complex issues to centralized teams as appropriate. Act as a liaison between business needs and system capabilities to support clear communication and efficient issue resolution.
• Support system changes and releases by participating in testing activities, including logging issues, validating fixes, and confirming readiness for deployment. Proactively communicate upcoming system changes and impacts to division users and leadership, and assist with change readiness through training, documentation, and ongoing guidance.
• Provide training and ongoing user support for division and enterprise software to promote consistent system adoption and reduce recurring issues. Work with stakeholders to gather and document business requirements and translate them into functional needs aligned with enterprise standards and delivered system functionality.
• Manage system tickets and requests from intake through resolution, including tracking progress, communicating updates, managing user expectations, and supporting prioritization based on operational needs.
• Contribute to system improvements, reporting enhancements, and cross-functional initiatives in collaboration with enterprise teams.

ROLE DIFFERENTIATION BY LEVEL

Division Information Systems Analyst I
• Focuses on learning division systems, workflows, and end-user processes
• Performs routine user support, basic issue troubleshooting, and testing assistance under guidance
• Assists with training delivery, documentation, and communication of system changes
• Escalates complex system, data, or integration issues to DISA II/III or centralized enterprise teams

Division Information Systems Analyst II
• Independently supports division systems and end users
• Serves as the primary functional SME for assigned software, workflows, and operational processes
• Leads division User Acceptance Testing (UAT) activities and supports change readiness efforts
• Translates business needs into functional requirements with minimal oversight
• Coordinates directly with enterprise ERP, reporting, and integration teams

Division Information Systems Analyst III
• Supports complex or cross-functional system initiatives impacting multiple functional areas
• Acts as a senior functional advisor to division leadership
• Identifies systemic issues and recommends process or system improvements
• Leads division-level system adoption strategies, advanced training efforts, and continuous improvement initiatives
• Serves as the escalation point for complex functional and operational system issues

Other information:

KNOWLEDGE, SKILLS, ABILITIES:

(Required for all levels)
• Knowledge of enterprise business systems and functional workflows.
• Skill in analytical thinking and problem-solving.
• Experience in application training, end-user support, at-the-elbow assistance, and creation of training materials.
• Knowledge of system testing, troubleshooting, and user support practices.
• Knowledge of business operations across areas such as finance, supply chain, projects, grants, HR, or reporting.
• Skill in translating business needs into functional requirements.
• Skill in written and verbal communication.
• Skill in managing multiple priorities and meeting deadlines in a dynamic environment.
• Skill in using standard productivity and documentation tools.

MINIMUM EDUCATION QUALIFICATION

(Required for all levels)

Bachelor's degree in information systems, Business Administration, Computer Science, or a related discipline.

Progressively responsible professional experience supporting enterprise business systems, testing, training, troubleshooting, and workflow optimization may be substituted on a year-for-year basis for formal education.

MINIMUM EXPERIENCE QUALIFICATION
• Division System Analyst I

Non-supervisory - One (1) year of experience supporting enterprise business systems or ERP-related processes.
• Division System Analyst II

Non-supervisory - Three (3) years of experience supporting enterprise business systems, including at least one year working with ERP systems.
• Division System Analyst III

Non-supervisory - Five (5) years of experience supporting enterprise business systems, including at least two years working with ERP systems.

MINIMUM CERTIFICATION QUALIFICATION

None

PREFERRED EDUCATION QUALIFICATION

None

PREFERRED EXPERIENCE QUALIFICATION
• Experience supporting ERP systems across functional areas such as finance, supply chain, human capital, projects, or grants.
• Experience working with enterprise reporting tools and data analysis in a business environment.
• Experience with document or content management systems.
• Experience in a healthcare or public-sector environment.
• Experience working in a matrixed environment or coordinating with centralized IT or ERP teams.

ADDITIONAL REQUIREMENTS

Depending on the needs of the organization, some incumbents in this job class may be required to obtain additional certifications or training in one or more specialty areas.