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CJAMS Support Analyst, Enterprise Architect and Data Analyst

IT Functional Analyst II

Recruitment #26-004499-0001

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Introduction


 
When you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than 1 million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults.
 
We aim to deliver services so that we more quickly meet the needs of the people we serve. At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind. 

This is a full time contractual position with three open position available (CJAMS Analyst, Enterprise Architect and Data Analyst)

GRADE

18

LOCATION OF POSITION

Office of Technology for Human Services 
1100 Eastern Boulevard
Essex , MD 21221

Main Purpose of Job

CJAMS Support Analyst
This position provides critical technical and customer support within the Innovation pillar of OTHS. The primary purpose is to deliver comprehensive incident management and system-related support for the Social Services Administration (SSA) program services. This role ensures the operational reliability of mission-critical applications, including CJAMS (Child Juvenile and Adult Management System) and applications supporting Child and Adult Protective Services.
Enterprise Architect 
This position serves as a primary technical lead within the Framework pillar of OTHS, acting as the operational backbone for the entire IT organization. The Enterprise Architect focuses on eliminating operational bottlenecks through rigorous process engineering, technical documentation, and the strategic optimization of enterprise tools such as ServiceNow and Open Gov. By mapping complex workflows and establishing governance protocols, this role ensures a standardized, secure, and efficient IT environment. 
Data Analyst
This position supports the Data Integrity Team within the OTHS Framework Pillar. The team collaborates with various units in DHS, Maryland Benefits, and other agencies to reconcile, correct, and proactively prevent problems involving customer data. These efforts enable DHS to utilize Master Data Management (MDM) systems to provide improved customer service to citizens and prevent fraud. Additionally, this position requires cross-functional support of various DHS online applications by supporting incident resolution and working with Scrum teams as they design, develop, test, and implement system updates. These efforts support DHS as it seeks to implement continuous improvement of systems that deliver services and assistance to Maryland's most vulnerable citizens.

POSITION DUTIES

CJAMS
  • Self-assign and manage user support calls and tickets documented in the OTHS Service Desk for CJAMS and Protective Services applications.
  • Conduct in-depth research and problem analysis to determine if reported issues are system defects, training gaps, or user errors.
  • Document appropriate resolutions in the Incident Management system and follow through with end-users to ensure satisfactory closure. 
  • Perform root-cause analysis on recurring data discrepancies or functional errors within SSA applications.
  • Maintain high levels of responsiveness to meet established Service Level Agreements (SLAs) for critical social service systems.
  • Provide direct technical assistance to central and local SSA stakeholders,
  • explaining system procedures and functionality clearly.
Enterprise Architect
  • Direct the end-to-end process mapping of 15+ internal workflows to identify and eliminate operational inefficiencies.
  • Engineer automated solutions to replace manual hand-offs, streamlining IT service delivery and data integrity efforts.
  • Analyze existing bottlenecks within the framework domain and propose architectural solutions to improve throughput.
  • Establish and maintain the "Innovation Framework" to ensure all emerging applications adhere to uniform security, deployment, and documentation protocols.
  • Lead the design and implementation of a centralized Enterprise Service Catalog.
Data Analyst
  • Assists in the resolution of data integrity issues (e.g., duplicate customer IDs, erroneous demographic information) by researching and diagnosing issues and communicating proposed solutions to stakeholders.
  • Performs data corrections in the MDM system as needed to resolve issues, including correcting erroneous data and marking erroneous IDs.
  • Takes all necessary steps to protect personally identifiable information (PII) during analysis and remediation.
  • Works with CJAMS, CSMS, and OpenGov (but not limited to) teams to research and resolve issues raised in the work order system.
  • Provides backup support to the CSMS team during staff absences or as needed to ensure continuity of service.

MINIMUM QUALIFICATIONS

Experience: Two years of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe computers or large client server platforms.

Notes:

1. Candidates may substitute the possession of an Bachelor’s degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and one year of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for the required experience.

2. Candidates may substitute the possession of an Associate’s degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and one year and six months of experience providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems housed on mainframe or large client server platforms for the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Cyber and Information Systems classifications or Cyber and Information specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.

DESIRED OR PREFERRED QUALIFICATIONS

Preference will be given to applicants who possess the following preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

CJAMS Support Analyst
One year of experience in incident management and problem resolution within a technical work order/ticketing system (e.g., researching, diagnosing, and resolving user-reported system issues.
Six months of experience in a technical support or customer service role, specifically communicating system resolutions and Standard Operating Procedures (SOPs) to non-technical end-use.
Six months of Hands-on experience using Agile planning solutions like JIRA, Azure, or digital.ai agility to manage functional requirements and system defects.

Enterprise Architect
One year experience in Incident Management.
Six months experience using Incident Management tools such as ServiceNow, JIRA, and OpenGov.
Six months experience in Identity Management-managing user security and access protocols.
Six months experience performing workflow analysis and engineering automated solutions and experience as a trainer.

Data Analyst
One year experience with Incident Management.
Six months experience working in data analysis.
Six months of customer service experience, particularly communicating technical resolutions to end-users.
Three months experience with data analytics and visualization tools such as Power BI or google Analytics.
Six months professional experience using tools like JIRA.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.  Successful candidates will be placed on the eligible (employment) list for at least one year. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. 

BENEFITS

Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits. Leave may be granted to a contractual employee who has worked 120 days in a 12 month period. This leave accrues at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

FURTHER INSTRUCTIONS

The online application process is STRONGLY preferred. If you are unable to apply online, you may mail a paper application and supplemental questionnaire to, Maryland Department of Human Services, Employment Services, Attention: Stacey Nelson, 25 South Charles St, Room 1116, Baltimore, Maryland 21201.

If you have any questions concerning the recruitment process for this position, please email Stacey Nelson at stacey.nelson1@maryland.gov; include the job title and recruitment # in the subject line. 

If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division, at 410-767-7349 or Application.Help@maryland.gov.

TTY Users: call via Maryland Relay. 

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.

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