BRC Functional Analyst II

King County’s Business Resource Center (BRC) Shared Services (SS) Customer Support Team (CST) has an opening for a BRC Functional Analyst II. This is a two-year term-limited temporary (TLT) position with benefits. As a member of the CST, you will provide direct support to county agency application users handling Oracle-related requests (e.g., security access), and resolving user issues using the County’s Information Technology Services Management (ITSM) help desk tool and methodologies. You will collaborate with BRC teams, business partners, and customers to enhance and streamline business processes and practices.
 
The BRC provides comprehensive support for the County’s enterprise resource planning (ERP) applications, including Oracle E-Business Suite, Oracle cloud applications (e-procurement), Peoplesoft Human Capital Management (HRM), and Oracle Business Intelligence (Oracle BI). The BRC supports, maintains, and optimizes King County’s enterprise HR and payroll system (PeopleSoft), as well as finance, e-procurement, and business intelligence (BI) applications used countywide to perform essential business processes. The BRC is committed to advancing Equity, Race, and Social Justice (ERSJ) and encourages team participation in mandatory ERSJ training and discussions). The Shared Services continually seeks to integrate an equity approach in all customer and team interactions.

KEY DELIVERABLES AND EXPECTATIONS: To be considered minimally qualified for this position, you must demonstrate the following skills and abilities: 

• Customer Service Experience and Skills: Previous experience in a customer service role resolving IT issues for users. Ability to work effectively with diverse individuals and collaborate with staff and customers. Familiar with change management, project management and business analysis best practices.
• Communication Skills: Strong verbal and written communication skills to clearly explain technical issues and solutions to users and team members.
• Technical Support Experience: Prior experience in a technical support or help desk environment and providing support to users by troubleshooting issues and providing solutions. Experience creating and maintaining process documentation. Experienced and proficient with Microsoft Office Suite. 
• Problem-Solving Skills: Ability to systematically diagnose and troubleshoot technical issues efficiently.
• Analytical Skills: Strong analytical skills to understand and solve complex business problems. Proficiency in systems analysis, application troubleshooting, and using reporting tools to monitor and track performance measures. Experience assisting in project planning and execution and ability to coordinate with team members to ensure timely and successful delivery of Oracle solutions. 

We are looking for candidates who: 

• Have prior experience serving in customer service roles providing support to a diverse user base and excel and are skilled in building positive relationships with staff and customers.
• Demonstrate technical proficiency and experience in a technical support or help desk environments and are skilled in troubleshooting and resolving technical issues. Has previous experience using ITSM tools (Cherwell, Neurons, Jira) and methodologies (ITIL) 
• Are experienced and skilled in developing and updating documentation, training materials and guidelines on system changes, enhancements, or updates and provide training and updates to customers on system changes and process improvements. 
• Has knowledge and understanding of business systems practices, integration and design, workflow analysis and process re-engineering and systematic approaches to diagnosing and troubleshooting technical issues, ensuring efficient and effective resolutions. 
• Possess strong analytical skills, including business process re-engineering and are proficient in application troubleshooting and using reporting tools (e.g., Microsoft Power BI) to monitor and track performance measures.
• Demonstrate proven time management skills and ability to handle multiple competing priorities and producing quality detailed work within tight timeframes.
• Have familiarity with Oracle ERP applications, such as Oracle EBS, Oracle Cloud, PeopleSoft HCM. 
• Are committed to advancing Equity, Race, and Social Justice (ERSJ) and apply an equity approach in all customer and team interactions.

WORK LOCATION: 
401 Fifth Avenue, Suite 250, Seattle, WA 98104. This position is hybrid and mostly remote, requiring onsite presence on an as-needed basis.

APPLICATION PROCESS: The recruitment for this position is open to all applicants. A completed King County Application is required. If you have any questions, please contact DES Talent Solutions at DESTalentSolutions@kingcounty.gov.  

This recruitment is an effort to fill our immediate vacancies as well as create a hire list that will be used for any positions that become vacant within the next 6 months.   

Forbes named King County as one of Washington State's best employers.

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ , people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

To Apply

If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact the recruiter listed on this job announcement.

Salary : $42 - $53