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Lead Support Analyst- Trapeze
Ref No.: 18-01245
Location: Chicago, Illinois
Start Date: 08/10/2018

Lead Support Analyst: Have advanced knowledge of the TOPS system and leads the Support Analysts Team.  Familiar with all features and functions, ancillary data and system configurations and how they support the business needs and typically provide the following functions:

  • Assist the Support Analysts with advanced troubleshooting and resolution of issues
  • Perform configuration and ancillary data changes
  • Creation and maintenance of user group  workspaces
  • Assist with deciding user security controls
  • Documentation of enhancement request requirements
  • Manage Change Control procedures
  • Manage and resolve TOPS issues escalated to the vendor Trapeze
  • Manage Support resources and schedules for deployments and onsite support
  • Maintain TOPS Escalation and outage procedures
  • Maintain Business Continuity Procedures
  • Manage TOPS Releases and coordinate upgrade tasks
  • Manage UAT Process and document results in reports
  • Communicate with departments for TOPS outages, patching, and maintenance​

Position Requirements/Technical Skills
  • Candidates must have Level 1 and Level 2 application support experience (preferably Trapeze applications)

    • Support and Reporting Analysts will provide Level 1 and Level 2 support for TOPS Trapeze 

  • Candidates must have experience with transit applications/products similar to Trapeze (refer to TOPS Trapeze Modules section for a list of modules)

  • TOPS Trapeze Modules:

    • OPS Core Modules:

      • Picking

      • Client Management/Work Assignment

      • Yard Management

      • Workforce Management

      • Timekeeping

      • Sign In Terminal

      • Asset Works M5 (aka MMIS)

    • Trapeze OPS Add-on:

      • Employee Self-Service (OPS-WEB)
    • Enhanced reporting/Business Intelligence:

      • Viewpoint

After Hours support:
  • Analyst positions requires rotating, After-hours support
  • Rotation is expected to be one (1) week out of every four (4) to five (5) weeks
  • Support Analyst works from home during the After-hours support rotation tour
  • After Hours support will be Monday through Friday
  • Weekend and Holidays support (to be determined)