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GOVERNMENT ANALYST II (WORKING TITLE: SOLUTION CENTER ANALYST) - 43004604

Date: Dec 3, 2025

The State Personnel System is an E-Verify employer. For more information click on our E-Verify Website (http://www.dms.myflorida.com/workforce\_operations/human\_resource\_management/for\_job\_applicants/e\_verify) .

Requisition No: 866190

Agency: Financial Services

Working Title: GOVERNMENT ANALYST II (WORKING TITLE: SOLUTION CENTER ANALYST) - 43004604

Pay Plan: Career Service

Position Number: 43004604

Salary: $53,917.08- $70,000.00

Posting Closing Date: 12/17/2025

Total Compensation Estimator Tool (https://compcalculator.myflorida.com/)

***OPEN COMPETITIVE EMPLOYMENT OPPORTUNITY***

CLASS TITLE: GOVERNMENT ANALYST II

WORKING TITLE:SOLUTION CENTER ANALYST

DIVISION:FLORIDA PALM PROJECT

CITY:TALLAHASSEE

COUNTY: LEON

SPECIAL NOTES:

In order to be considered for this position, applicant responses to the qualifying questions, and work experience must be clearly defined within your work history, or the application may not be considered for the position.

What is Florida PALM?

The Florida PALM Project (the Project) is an enterprise project to replace the State of Florida’s legacy accounting, payroll and cash management systems, using an enterprise resource planning solution. The Department of Financial Services (DFS) is leading this statewide initiative, which impacts stakeholders and users of the State’s financial data including all State agencies.

Who are we?

We are an innovative team of experts specializing in financial operations, business analysis, project management, change management and stakeholder relations. Working as part of the team at Florida PALM provides a great opportunity to be part of a mission-driven organization that strongly supports its employees’ professional growth and development through training opportunities and knowledge sharing. You will also be able to see your work directly support the transformation of business processes supporting Florida State government.

To learn more about the Florida PALM Project, visit our website atwww.myfloridacfo.com/floridapalm

Requirements:

+ Five (5) years relevant work experience in Information Technology, particularly in the areas of legacy and service-oriented architecture integration isrequired.A post-secondary degree in a relevant discipline (i.e., Information Technology, Management Information Systems, Computer Science) from an accredited college/university as an alternative for the years of experience on a year-for-year basis.

+ Minimum of two (2) years’ experience supporting customers or stakeholders for an information technology system.

+ Minimum of three (3) years of customer service experience.

+ Excellent written and verbal communication skills with the ability to effectively communicate with all levels of staff.

+ Experience with presenting complex functional or technical issue, resolutions and processes to customers or stakeholders.

Preferences:

+ Experience working on an information technology project or within an information technology unit

+ Experience prioritizing and managing Help Desk tickets

+ Experience triaging tickets within ServiceNow or a similar ticket management system

Must be flexible with work schedule to ensure coverage during peak times.

This position requires a security background check, including fingerprint as a condition of employment.

Salary Range $53,917.08 - $70,000.00.

Employees of the Department of Financial Services are paid on a monthly pay cycle.

Responses to qualifying questions must be clearly supported by the state application and any omission, falsification, or misrepresentation in the answering of the qualifying questions will be cause for immediate elimination from the selection process.

Minimum Qualifications for this position include the following REQUIRED ENTRY LEVEL KNOWLEDGE, SKILLS AND ABILITIES:

+ Relationship Building – Establishing and maintaining effective working relationships with others

+ Communication – Effectively communicating, both verbally and in writing, to individuals or groups

+ Information Gathering – Knowing how to find information and identifying essential information

+ Information Organization – Finding ways to structure or classify multiple pieces of information

+ Critical Thinking – Using logic and analysis to identify strengths and weaknesses of different approaches

+ Identifying Downstream Consequences – Determining the long-term outcomes of a change

+ Active Learning – Working with new material or information to grasp its implications

+ Systems Evaluation – Looking at many indicators of system performance, taking into account their accuracy

+ Identification of Key Causes – Identifying the factors that must be changed to achieve a goal

+ Coordination – Adjusting actions in relation to others’ actions

+ Computer/Tools - Knowledge of computer software, including applications, or other tools that support performance of position duties, Proficiency in Microsoft Office Suite, particularly Word, PowerPoint and Excel

+ Competent public speaking skills

+ Ability to plan, organize and conduct workshops, seminars, and training classes

+ Ability to research, interpret and prepare reports, presentations, and other documents

+ Analytical mindset with a strategic approach to problem-solving

+ A proactive approach to identifying opportunities for improvement and innovation

OTHER KSAs(Incumbent maylearnon job):

+ Knowledge of FLAIR, CMS and other FFMIS subsystems.

+ Knowledge of accepted OCM approaches, practices, and procedures.

+ Ability to independently plan, organize, and coordinate work assignments.

+ Knowledge of ITSM Ticketing Application such as ServiceNow, Remedy or Jira.

BRIEF DESCRIPTION OF DUTIES:

The Florida PALM Solution Center is responsible for supporting Florida PALM end users across the State. This position supports the operation, and maintenance of the Florida PALM application. As a member of the Solution Center Team, this position serves as a Technical Analyst for planning and coordinating technical activities.

This position deals with complex policies and procedures associated with the support of a Financial Management Solution (FMS), and provides consultation and expert advice to end users, and carries out major assignments independently. It requires technical and general knowledge regarding financial management practices and procedures.

+ Serves in a Solution Center expert role.

+ Serves as the initial point of contact for all support requests via phone, email, or ServiceNow.

+ Accurately tracking and recording support request information in ServiceNow.

+ Monitors and responds to requests in a timely, courteous and professional manner, recommending support request escalations.

+ Identifying support needs through collaboration with all tiers, Florida PALM project team members and agency end users.

+ Accurately tracking and recording support request information in ServiceNow.

+ Acting as the single point of contact on all support request they have been assigned, including those escalated, between the solution center and end user.

+ Guides end users through basic troubleshooting steps and resolve requests.

+ Provide ongoing support and training to end-users.

+ Collaborate with team members to ensure timely resolution of functional or technical issues and maintain high user satisfaction.

+ Creates and updates Knowledge Articles.

+ Assist with the internal document management system, offering training and support during system upgrades and transitions.

+ Communicating impediments and potential issues to the Solution Center Manager as appropriate

+ Staying current on updates to Florida PALM and Solution Center policies.

+ Participating in end user meetings and engagement activities.

+ Drafting Solution Center related communications for manager approval.

+ Reviews documentation including process flows, user guides, technical specifications and manuals.

If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be canceled, suspended, or deemed ineligible depending upon the date of your retirement.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Certain service members may be eligible to receive waivers for postsecondary educational requirements. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clickinghere (http://www.dms.myflorida.com/content/download/97612/566545) . All documentation is due by the close of the vacancy announcement.

Location:

TALLAHASSEE, FL, US, 32303

Nearest Major Market:Tallahassee