IT Specialist – Applications
POSITION SUMMARY:
This position is available as hybrid remote/on-site depending on qualifications and experience.
The purpose of the IT Applications Specialist 1 position is to provide our customers with prompt high quality service for their issues through excellent communication, research, documentation, and collaboration with other Analysts and teams within CCITC
Primary responsibility is monitoring the Application Team ITSM queue and first level support and identifying and creating support documentation where there is an absence. Application Analyst 1 are responsible first level triage of incidents and service requests that are assigned to Application Team.
This role is designed to prepare for role of Application Analyst 2 position.
QUALIFICATIONS:
Associates degree in MIS or other Information Technology degree preferred. At least 1-3 years’ experience as an analyst within an IT organization providing business analysis and applications support. A combination of education and experience that provides equivalent knowledge, skills and abilities will be considered
Experience analyzing, designing, maintaining, and troubleshooting applications throughout their lifecycle
Demonstrated strong interpersonal and written communication skills
Job Description:
Essential Duties and Responsibilities
The following duties are normal for this classification. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.
Skills
Ability to write or modify high quality support information for applications in Knowledge Base for both IT and end users to aid in self-service and expanding support across CCITC team
Ability to create documentation and train users in application usage in both one on one and classroom settings.
Strong customer service skills with focus on excellent communication
Basic understanding of SQL and databases
Understanding of networking fundamentals and troubleshooting
Familiar with Windows desktop and Windows server functions and basic troubleshooting, event log troubleshooting
Ability to learn and assist departments, development of collaboration tools such as Teams, SharePoint, and Windows workflows to improve efficiency
Ability to write clear and concise support information for applications in Knowledge Base for both IT and end users to aid in self-service and expanding support across team
General
Perform duties in a manner that is consistent with the CCITC core values.
Provide great customer service using strong written and verbal communication and interpersonal skills
Maintain, edit, use and safeguard from unauthorized access confidential information.
Effectively work as part of a team, take direction from others, share knowledge, and build consensus
Promote Process Improvement
Champion the need and benefit by utilizing a structured approach to business process improvement.
Identify improvement opportunities and manage improvement requests
Determine work priorities, work independently, and exercise initiative
Follow Change management Practices as established by CCITC
Attend conferences, seminars and off-site training sessions as requested
Accept new responsibilities at any time
Project Management
Participate in projects as member of team to ensure tasks responsible for are completed on time while adhering to standards set by Project Management Office
Ensure that changes to applications and infrastructure because of the project are updated and correct in asset database
Ensure all assigned tasks statuses are accurate and up to date in project tracking tools
Application analysis and support
Find and propose capabilities in ITSM tool to automate and increase efficiency of IT operations.
Take ownership and be responsible for applications as assigned
Monitor Application team incident queue and evaluate if incident has enough information to be actionable, follow up with submitter to get additional details
Check runbooks and KBs for troubleshooting information and if there is an SME identified
Create tickets, tasks, or work cooperatively with CCITC staff to verify support information is current and accurate on a scheduled basis
Attempt to resolve issue, if possible, troubleshoot issues to the extent possible such as network connectivity, DNS, drive space etc
Coordinate support from other teams within CCITC such as other analysts, Help Desk, PC support, developers, and network staff.
Open and monitor incident with vendors to ensure issue is documented, key internal personnel are identified, incident is being worked on, and ultimately incident is resolved
Stay up to date on department communications to vendors while they are engaged to ensure that requests and issues are addressed, while being mindful of effects to other departments, and strategic direction and operation of product is maintained
Review Application information in asset database to ensure that it accurate and up to date
Identify potential sources of application support documentation, re-create documentation in current ITSM system, and submit for approval by Application Analysts
In cooperative effort for Application Analysts, map relationships to infrastructure, find and document downtime windows, and maintain all aspects of asset database.
Additional Tasks and Responsibilities
While the following tasks are necessary for the work of the unit, they are not an essential part of the purpose of this classification and may also be performed by other unit members.
Enter data to service request tracking database.
Enter information into a time reporting system
Establish and maintain effective working relationships with fellow employees and the public.
Maintain confidential information
Commute between City, County, NCHC and other partner offices
COMPENSATION:
This position is an exempt, salaried position. The pay classification has a range of $58,000yr to midpoint (market) of $65000/yr.
https://phg.tbe.taleo.net/phg02/ats/careers/v2/viewRequisition?org=MARATHON&cws=42&rid=2233
Deadline Note: