BUSINESS SUPPORT ANALYST - APPELLATE COURT CMS - 79651

Executive Service

BUSINESS SUPPORT ANALYST APPELLATE COURT CMS

Administrative Office of the Courts

Information Technology Services Division- ITSD

Nashville, TN

Salary: $61,000-$71,000

Closing Date: 08/13/2026

This position is designated as hybrid.

For more information, visit the link below:

https://www.tncourts.gov/administration/human-resources

Background Check:

This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

Who we are and what we do:

The Tennessee Administrative Office of the Courts (AOC) serves as a trusted resource to assist in improving the administration of justice and promoting confidence in the judiciary. It is the administrative arm of the State's judicial branch, one of the three fundamental divisions of Tennessee state government. The judicial branch provides an essential check on the legislative and executive branches through judicial review. The AOC supports the Tennessee Supreme Court, intermediate appellate courts, trial courts, and courts of limited jurisdiction by managing programs, resources, and operations that enable the courts to function efficiently.

Job Overview:

The Administrative Office of the Courts (AOC) is hiring an experienced Business Support Analyst to serve as the definitive Subject Matter Expert (SME) for the Appellate Court's Case Management System (CMS) and other supported products. Working under minimal supervision, this position will translate user needs into system functionality to ensure data integrity and advanced reporting. Key responsibilities include managing system documentation and continuously training internal court staff and stakeholders on platform updates and workflows.

Key Responsibilities:

Responsibilities will include (but not limited to) the following:

CMS Support & User Assistance

• Serve as a Subject Matter Expert (SME) regarding system requirements, functionality, and reporting needs.
• Serve as the primary liaison between IT staff, appellate judges, clerks, external data submitters, and CMS vendors.
• Troubleshoot system issues, isolate the cause of errors, and coordinate with software vendors to resolve complex case management issues and track performance metrics.
• Create, edit, and maintain documentation while training stakeholders and/or system users on reporting needs and system usage.

Data Quality & Statistical Analysis

• Compile, edit, and summarize data needed to complete appellate statistical reports.
• Review data within the CMS to identify errors and ensure compliance with state or agency requirements.
• Post data to statistical files, maintain activity logs for data tracking, and conduct research to improve existing software.

Document Management & Vendor Operations

• Store, retrieve, and maintain paper and electronic documents in accordance with agency rules and records retention schedules.
• Partner with software vendors to coordinate system patches, future deployments, and user acceptance testing (UAT) to ensure uninterrupted court operations.

Core Competencies

• Problem Solving: Identifies systemic CMS issues and evaluates options to implement effective, long-term technical solutions.

• Time Management: Prioritizes administrative tasks and urgent support needs against aggressive reporting deadlines.

• Action Oriented: Takes swift, proactive ownership of system issues and errors.

• Written Communications: Drafts clear documentation, procedural instructions, and reports for stakeholders.

• Ethics and Values: Maintains strict confidentiality and integrity while handling sensitive court documents.

• Customer Service: Anticipates and meets the operational needs of judges, clerks, and the public with a helpful demeanor.

Knowledge and Skills:

• Law and Government: Understands court structure, government regulations, agency disclosure requirements, and judicial record-keeping.
• Active Learning and Listening: Captures user feedback accurately to troubleshoot operational and system issues.
• Quality Control Analysis: Conducts tests and inspections of system data to evaluate accuracy and compliance.
• Troubleshooting: Ability to perform advanced root-cause analysis for application errors and spearhead technical solutions to minimize downtime.
• System Functionality: Evaluate end-to-end CMS architecture and workflows to predict and mitigate the downstream effects of procedural, environmental, or policy modifications.
• Deductive and Inductive Reasoning: Ability to apply organizational policies and system rules to resolve specific operational challenges, while synthesizing disparate data points to form conclusions.
• Oral and Written Comprehension: Ability to read, listen, and comprehend complex legal, technical, and analytical information.
• Speech Clarity: Ability to translate complex system workflows into clear, accessible instructions and solutions for non-technical stakeholders, both in person and remotely.

Minimum Qualifications:

• Bachelor's degree and two years of professional experience in application support, systems support, or business process analysis.
• OR an approved associate degree in a relevant field may substitute for the bachelor's degree.
• OR qualifying professional experience may substitute for the associate degree on a year for year basis (up to two years).

Pursuant to the State of Tennessee's Workplace Discrimination and Harassment policy, the State is firmly committed to the principle of fair and equal employment opportunities for its citizens and strives to protect the rights and opportunities of all people to seek, obtain, and hold employment without being subjected to illegal discrimination and harassment in the workplace. It is the State's policy to provide an environment free of discrimination and harassment of an individual because of that person's race, color, national origin, age (40 and over), sex, pregnancy, religion, creed, disability, veteran's status or any other category protected by state and/or federal civil rights laws.