LTC M&O Functional Analyst

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

Functional Title: LTC M&O Functional Analyst 
Job Title: Systems Analyst V 
Agency: Health & Human Services Comm 
Department: Regulatory Svcs Applications 
Posting Number: 9410 
Closing Date: 12/18/2025 
Posting Audience: Internal and External 
Occupational Category: Computer and Mathematical 
Salary Group: TEXAS-B-25 
Salary Range: $5,797.66 - $9,508.25 
Pay Frequency: Monthly
Shift: Day 
Additional Shift: Days (First) 
Telework:  
Travel: Up to 60% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Exempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 701 W 51ST ST 
Other Locations:  
MOS Codes: 0171,8848,8858,181X,182X,1D7X1,255A,255S,25B,25D,25H,26B,62E,681X,682X,781X,CTI,CTM,CTR,CYB10,CYB11 
ISM,IT,Z Prefix 
 
 

The Systems Analyst V duties include troubleshooting/diagnosing complex software problems and maintaining a good working knowledge of the IT Regulatory LTC technical environment. Duties may be accomplished via telephone support calls or email communication. This position will maintain technical expertise on custom application software developed by the LTC Team using various methods (i.e. reviewing technical information, systems analysis, attending training, using self-paced learning, working with other technical support teams, etc.) They will recognize call trends to identify and resolve continuing problems or unusual issues and may participate in user acceptance testing prior to deployment of new hardware and software. This position will communicate on a complex level with others (internally and externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. They will provide technical assistance to automation support staff on supported systems to enhance their troubleshooting skills. Position may oversee daily operations in the absence of Team Lead. The Systems Analyst V works under limited supervision, with considerable latitude for the use of initiative and independent judgment. Performs other duties required to support and maintain operations. May be required to work days, evenings, weekends, holiday shifts (primarily skeleton holidays), and provide after hour support to meet demands of system support. Maintain a regular and predictable work schedule. 

Essential Job Functions (EJFs):

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

EJF1. Consulting with other Staff on issues being reported to troubleshoot complex technical problems and provide immediate and long-term solutions. Will directly interact with users of custom applications developed by the LTC Team on issues being reported to gather and document detailed information as well as to guide them through the process of resolving reported problems. Coordinates verbally, by email, by phone, and in-person with IT and other units, sections, divisions, and agencies to track issues and monitor outcomes related to the matters identified during analysis and problem identification. Conduct follow-up to ensure end user needs are met, and issues are resolved in a timely manner adhering to Service Level Agreements (SLA's). 40%

EJF2. May participate in the development and/or review of training materials to be provided to end users. Assesses and analyzes training needs by identifying trends and/or soliciting input from program staff to ensure training materials and information are appropriate for both internal and external customers, which may include research, data collection, and analysis of State and Federal laws, rules, regulations, and HHSC policies and procedures. 20%

EJF3. Will provide technical assistance via training materials on system functionality to end users. May participate in development activities (i.e., Requirements Gathering) related to new business processes to be added to the system. May make recommendations for trainings for internal Staff and external stakeholders. 20%

EJF4. Coordinates verbally, by email, by phone, and in-person with IT Staff to give specific recommendations and review outcomes of improvements, modifications, and expansion of the system. Works with teams in the development and implementation of techniques for evaluating the effectiveness of system technical assistance efforts. Application testing of new/revised system functionality. Performs related work as assigned. 20%

Knowledge, Skills and Abilities (KSAs):

• Knowledge of a helpdesk/call center for system support.
• Knowledge of the Software Development Lifecycle, including Waterfall and Agile methodologies.
• Knowledge of Salesforce CRM or similar case management tool for tracking tickets is preferred.
• Skills in coordinating verbally and in writing with IT and other units, sections, and divisions to track issues and monitor outcomes.
• Skill in preparation and review of training materials.
• Skill in providing clear and concise technical information to non-technical stakeholders via oral or written communications.
• Skill in root-cause analysis and business process analysis
• Skill in problem management practices
• Ability to maintain a professional demeanor when dealing with stressful situations.
• Ability to communicate effectively to devise solutions to problems related to technical assistance.
• Ability to provide excellent customer service to stakeholders.

Registrations, Licensure Requirements or Certifications:

ITIL-4 Foundations certification or advanced is preferred

Initial Screening Criteria:

Graduation from a college or university with major course work in computer science or a related field is required. Related work experience in software development or analysis may substitute for the required education on a year for year basis.

Hands on experience with Root cause analysis (RCA) techniques like Fishbone analysis preferred

Additional Information:

Any employment offer is contingent upon available budgeted funds. The offered salary will be determined in accordance with budgetary limits and the requirements of HHSC Human Resources Manual.

• Selected candidates must be legally authorized to work in the U.S. without sponsorship.

• This is a hybrid position based in Austin with at least three (3) days in the office required. Selected candidate must be willing to commute to the office on the required days. 

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework.  Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.