• The Senior ERP Business Analyst (CAPPS Technical Analyst) will support the Texas Comptroller of Public Accounts (CPA) on the Centralized Accounting and Payroll/Personnel System (CAPPS) Program. • This role provides highly advanced, senior-level consultative services and technical assistance in support of CPA's Fiscal Management Statewide Fiscal Systems team. • The candidate will oversee requirements, procedures, development, and testing activities performed by the CAPPS Managed Services vendor, ensuring adherence to written procedures, coding standards, and the CAPPS System Development Lifecycle. • The position requires strong cross-functional communication, vendor accountability, and the ability to work independently across a broad range of technical and functional responsibilities spanning HR/Payroll, Financials, STARR, and ancillary systems.

• Provide exceptional technical support and service directly to customers using the payment processing platform. • Investigate, troubleshoot, and resolve customer issues related to payment transactions, failures, refunds, chargebacks, and billing discrepancies, ensuring clear and thorough documentation of all findings. • Maintain detailed internal records of all customer interactions, cases, and resolutions using ticketing software. • Build and maintain strong working relationships with both customers and internal stakeholders to ensure effective issue resolution and customer satisfaction. • Escalate unresolved or complex payment-related issues to appropriate internal teams with complete and well-structured technical documentation. • Identify recurring payment system issues and escalate trends to product and engineering teams to support long-term fixes and system improvements. • Collaborate closely with internal departments such as Engineering, Product, and Operations to ensure seamless customer support and issue resolution. • Demonstrate deep knowledge of the payment processing platform, including transaction flows, APIs, and system behavior. • Act as a subject matter expert in payment support, contributing to internal knowledge base articles, troubleshooting guides, and customer-facing documentation. • Consistently meet or exceed defined service level agreements (SLAs), including response and resolution time targets. • Identify and implement opportunities to improve support efficiency, workflow optimization, and overall customer experience. • Mentor and support new team members by providing guidance on payment troubleshooting, support processes, and product knowledge.

• Provide phone and email support to customers • Create and maintain clear, accurate documentation • Troubleshoot and resolve issues down to the root cause • Act as a liaison between operational departments • Identify, report, and document technical issues • Manage and prioritize tasks in a fast-paced environment • Support the Engineering team by testing software and hardware

• Troubleshoot VoIP/SIP calls and RTP packets using Wireshark and our internal tools to help customers or vendors identify call issues. • Replicate API issues reported by customers using Postman and either solve or escalate said issues to the appropriate teams. • Analyze T.30(passthrough fax tones) and T.38 Fax over IP packets using our internal tools and Wireshark to troubleshoot faxing issues. • Run live packet captures from cloud servers on the Linux terminal. • Familiarize yourself with our API and VoIP based products in order to help customers with their setup inquiries. • Monitor operational pager alerts in an efficient and timely manner. • Improve customer self service through better processes and documentation. • Troubleshoot customer and vendor concerns quickly and efficiently to maintain the highest standards of professional customer service. • Liaise with your technical peers for resolution of escalated cases.