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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00047549 |
Description Activated On: 7/16/2026 3:03:17 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. As part of the Department of General Services’ Bureau of Real Estate team, this position serves as a business analyst responsible for providing operational business systems support, information technology coordination, user assistance, data analysis, reporting, documentation, training, and process improvement. The position supports Bureau staff and customer agencies by coordinating technology requests and system issues with OA/OAIT, DGS IT staff, GGDC, vendors and other partners, while assisting with tools such as TRIRIGA, SAP, ServiceNow, Sharepoint, Microsoft 365, and other Bureau business applications. This position helps provide Bureau staff and customer agencies with the tools necessary to enable the Commonwealth to manage the statewide real estate portfolio, while serving as a responsible steward of taxpayer dollars. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Serves as the Bureau’s operational IT liaison by coordinating Bureau-wide technology requests, user issues, equipment needs, software requests, ServiceNow tickets, access questions, and related support matters with OA/OAIT, DGS IT staff, GGDC, vendors, and other appropriate support organizations. Provides operational business analysis support by gathering user needs, documenting business requirements, reviewing workflows, identifying process gaps, and recommending improvements for Bureau systems, technology processes, data tracking, and administrative operations. Provides first-level business systems and technology coordination support to Bureau staff by researching user issues, documenting problems, tracking responses, communicating status updates, and escalating technical or policy issues to the appropriate support area or supervisor. Coordinates Bureau IT asset and equipment activities, including inventory tracking, onboarding and offboarding technology requests, computer and peripheral needs, software license coordination, equipment distribution, and related documentation. Supports Bureau-wide use of Microsoft 365, SharePoint, Teams, ServiceNow, and other Commonwealth technology tools by assisting users, organizing information, maintaining content, coordinating access needs, and recommending usability improvements. Provides operational support for TRIRIGA users by assisting with user questions, researching reported issues, documenting system concerns, and coordinating resolution with the Business Analyst 3, OA/OAIT, GGDC, vendors, or other technical support staff. Assists with TRIRIGA user access and security administration by reviewing requests for completeness, preparing access information, coordinating Single Sign-On or role-related questions, maintaining access records, and referring approval or configuration decisions to the appropriate authority. Assists with TRIRIGA issue tracking, enhancement requests, change requests, testing documentation, and user communications to support system maintenance, upgrades, and approved business process changes. Participates in user acceptance testing, key user meetings, readiness activities, and other system support workgroups by preparing test scenarios, documenting results, identifying user impacts, and reporting issues for review by the Business Analyst 3 or management. Develops, updates, and maintains user guides, desk manuals, standard operating procedures, FAQs, process maps, training materials, and other documentation for Bureau systems, technology procedures, and business processes. Provides training and user guidance for Bureau staff and system users through one-on-one assistance, written instructions, virtual demonstrations, and group training sessions on Bureau technology processes, TRIRIGA functions, reporting tools, and related business applications. Supports Land and Building Inventory data activities by reviewing agency submissions, researching discrepancies, preparing records for review or approval, and assisting with maintenance of accurate owned-location data. Creates and updates approved Architectural Objects in SAP and location records in TRIRIGA based on established procedures and approved requests, ensuring consistency and accuracy between systems. Assists with data loads and routine data maintenance activities in TRIRIGA and related systems, including CPI rent adjustments, PLCB sales data, bulk updates, and other approved data changes needed to support Bureau operations. Develops reports, queries, spreadsheets, dashboards, and other analytical tools to support Bureau operations, agency requests, Right-to-Know responses, insurance requirements, performance tracking, and management decision-making. Conducts data quality reviews, system checks, and process reviews to identify errors, trends, incomplete information, and opportunities to improve data integrity, user compliance, and operational efficiency. Collects and analyzes performance data, prepares metrics, and assists with LEAN and process improvement initiatives by documenting current processes, identifying issues, and recommending practical improvements. Coordinates Bureau technology communications, including notices regarding system outages, changes in procedures, training opportunities, new technology rollouts, and updates affecting Bureau staff or system users. Supports Bureau management with technology planning, business readiness activities, special projects, system implementation tasks, and cross-functional initiatives requiring analysis, documentation, coordination, or user support. Prepares reports, presentations, correspondence, recommendations, procedures, and briefing materials related to Bureau systems, IT coordination, data analysis, user support, process improvement, and special assignments. Maintains working relationships with Bureau staff, customer agencies, OA/OAIT, DGS IT staff, GGDC, vendors, and other stakeholders to support effective communication, issue resolution, and consistent use of Bureau systems and technology tools. Serves as backup for selected real estate business system or lease administration support functions, including DGS Lease-Out contract activities in SAP, as needed to support continuity of operations. Performs other related duties consistent with the role and function of the Business Analyst 2 classification. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. The employee exercises independent judgment in performing operational business analysis, coordinating Bureau technology support, researching user issues, reviewing data concerns, documenting requirements, preparing reports, maintaining procedures, and recommending process improvements. The employee independently resolves routine user support, documentation, data review, reporting, training, access coordination, equipment coordination, and workflow issues within established policies, procedures, system permissions, and Bureau practices. Matters involving system configuration changes, security or role approvals, major enhancements, change control decisions, policy interpretation, funding or procurement decisions, enterprise technology standards, cross-agency impacts, or significant operational changes are referred to the supervisor, BA3, Bureau leadership, OA/OAIT, DGS IT staff, GGDC, or other appropriate authority. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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