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Technical Support Specialist

Boston, Massachusetts Federal Reserve Bank

The selected candidate will perform application support activities for the Program Assurance Function Technical Services (PAF Technical Services) group which supports the Federal Reserves implementation of the CA PPM applications (formerly known as CA Clarity PPM). The candidate will work on a team of 5-10 people including support, business analyst, development, and QA resources. Job activities require providing technical and business assistance to customers (other central operations and end users). This position involves utilizing computer software monitoring to ensure that the application is operating according to defined service level agreements. The candidate will perform a variety of operational tasks that may include requirements gathering, data analysis, tool configuration, operational testing, support for user acceptance testing This position may also include activities related to migrating new and changed objects to the QA and production environments, ongoing production support, and creation / maintenance of technical documentation. Required skills: Experience with technical support of the CA PPM application and its system interfaces Experience with reporting and data warehouse concepts and capabilities Application testing and verification as part of operational support acceptance testing Ability to troubleshoot moderately difficult problems, document results and provide clear, concise communication to end users, interface teams, and management Experience with utilizing automated monitoring, job scheduling, and reporting software Ability to contribute to the development of new and enhanced production support strategies Experience with web publishing and collaboration tools to update websites with links and documentation, and proactively seek improvements to current web designs Ability to assist in aiding in the planning, implementation and testing of disaster recovery and business resumption plans Experience with preparation of technical and support documentation, including operations documents, procedures, and user manuals Accountability for entire process from receipt of work to resolution and closure Experience working in a virtual team, utilizing collaboration tools such as Skype for Business and SharePoint Strong problem solving skills and flexibility in approach Excellent troubleshooting skills Excellent oral and written communication skills Desired Skills: Experience configuring CA PPM pages, portlets, reports, and workflows for CA PPM in a Linux environment with Tomcat Application Server, Oracle, and JasperSoft Experience with Jaspersoft reporting Knowledge of the CA PPM database, including the use of Jaspersoft Domains CA PPM Certification and experience with the CA PPM Financial module is preferred Experience with Data migration, using custom templates and XML

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