SHARE Senior Application Support Analyst (DFA/SHARE #2662)

Posting Details

THIS POSTING WILL BE USED FOR ONGOING RECRUITMENT AND MAY CLOSE AT ANY TIME.

APPLICANT LISTS MAY BE SCREENED MORE THAN ONCE.

THIS POSITION REQUIRES FULL-TIME, ON-SITE PRESENCE IN SANTA FE.

The Department of Finance and Administration (DFA) SHARE Division provides enterprise resource planning (ERP) services for the State of New Mexico. The SHARE team supports and maintains the statewide PeopleSoft Financials, Human Capital Management (HCM), and Enterprise Learning Management (ELM) systems, delivering technology solutions, system administration, application support, and business process improvements for executive agencies across state government.

Why does the job exist?

This position exists to provide advanced Tier 3 functional and technical support for the State of New Mexico¿s SHARE ERP system. The position serves as a senior-level resource within the SHARE Service Desk, responsible for resolving complex incidents and service requests, troubleshooting technical and functional issues, supporting SHARE Financials, HCM, and ELM users, and providing escalation support to ensure timely and accurate resolution of user issues. The position also assists with user access and authentication issues, provides guidance and knowledge sharing to other Service Desk staff, and works collaboratively with business, technical, and vendor teams to resolve complex issues and improve the reliability, efficiency, and overall quality of SHARE support services for executive branch state agencies.

How does it get done?

The position performs advanced Tier 3 technical and functional support for the SHARE ERP system by researching, troubleshooting, and resolving complex incidents, service requests, and escalated user issues. The position analyzes technical, functional, and data-related problems, identifies root causes, determines appropriate corrective actions, and coordinates with SHARE application, technical, security, business, and vendor resources when additional expertise is required. The position provides specialized support for SHARE Financials, HCM, and ELM, including assistance with financial transactions, ChartField setup and maintenance, user access, Multi-Factor Authentication, and related system processes. The position works directly with state agency users to explain system functionality, resolve issues, provide guidance, and ensure problems are appropriately documented and resolved within established service expectations. The position maintains accurate ticket and case documentation, develops and updates technical procedures and knowledge resources, and provides training, mentoring, and technical guidance to other Service Desk staff. The position also identifies recurring issues and opportunities for improvement, participates in system and process changes, and collaborates with Service Desk and SHARE teams to improve service delivery, reduce recurring issues, and maintain reliable support for statewide agencies.

Who are the customers?

The work performed by this position supports executive branch state agencies that utilize the SHARE PeopleSoft system. The position provides advanced Tier 3 technical and functional support to agency users across SHARE Financials, HCM, and ELM, working directly with agency staff to troubleshoot complex issues, resolve escalated incidents, and ensure system functionality and business processes are effectively supported. The position partners with agency users, SHARE functional and technical teams, and other IT resources to identify root causes, resolve complex issues, provide guidance and training, and support the reliable and effective operation of statewide SHARE services.

Ideal Candidate

The work performed by this position supports executive branch state agencies that utilize the SHARE PeopleSoft system. The position provides advanced Tier 3 technical and functional support to agency users across SHARE Financials, HCM, and ELM, working directly with agency staff to troubleshoot complex issues, resolve escalated incidents, and ensure system functionality and business processes are effectively supported. The position partners with agency users, SHARE functional and technical teams, and other IT resources to identify root causes, resolve complex issues, provide guidance and training, and support the reliable and effective operation of statewide SHARE services.

Minimum Qualification

High School diploma or equivalent and two (2) years of experience in providing technical support to end-users for computer hardware, software, and/or network-related problems. Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling two (2) years may substitute for the required experience.

Employment Requirements

State issued ID or Driver's License.

Pre-employment criminal background check is required, and employment offer will not be extended prior to results.

Working Conditions

This position is based in the SHARE office located at 407 Bataan Memorial Building, Santa Fe, New Mexico, and requires full-time, in-person attendance. Work is performed in a standard office environment and involves extensive use of a visual display terminal (VDT), personal computer, telephone, and other office equipment. The position requires prolonged periods of sitting, frequent interaction with customers and staff, and occasional participation in meetings and training sessions.

Supplemental Information

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Agency Contact Information: Ryan Gallman (505) 470-4438 or Email

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.