Enterprise Systems Analyst II-Application Support
Provides general and some specific technical support and maintenance for the County’s client systems, technology and applications. This includes basic and intermediate installation, troubleshooting, repair, upgrade and maintenance of server applications, client applications, and client computers. This position participates in and may lead technology projects.
Be the product expert and provide technical & non-technical (functional questions) support via tickets, phone, and chat.
Maintain a deep understanding of the product and communicate with customers about the most relevant features/functionality for their specific business needs.
Manage and maintain systems hosted in a cloud environment
General knowledge of the Windows Azure infrastructure and cloud/SaaS business applications
Identify, organize, and prioritize issues based on severity and customer impact.
Document problem resolution steps, compile, and update user documentation, including but not limited to training materials, technical manuals, technical support FAQs.
Analyze, track, and resolve customer questions in a prompt manner to ensure the highest level of client satisfaction.
Reviews business process needs and application functionality to identify features that could improve user experience or process efficiencies.
Works with departments to identify reporting requirements and applicable metrics. Provides vendor management and support escalations to problem resolution.
Maintains applications based on vendor direction and business needs (patching, major upgrades including staging, pre-testing, and deployment)
Works as a liaison to 3rd party application vendors support teams for issue recreation, management, escalation and drive to resolution.
12. Participates in the evaluation and selection process for application packages
13. Tracks and manages reviewing end-user requirements, security, performance, and interoperability requirements
Minimum Qualifications Required
Education and Experience:
Bachelor’s degree in Computer Science, Information Systems, Computer Science, Computer Engineering or Software Engineering or equivalent preferred
Five (5) or more years of experience in Information Technology, or in a related area.
Five (5) or more years of experience in supporting applications in an enterprise environment.
Or any equivalent combination of education, skills, and experience.
Licenses and Certification:
Valid Driver’s License required.
Fingerprint/background clearance required
Knowledge, Skills & Abilities
Working knowledge of Windows/Windows Server operating systems, Microsoft SQL Server, and Microsoft Office; specifically Word, Excel and Outlook.
Experience with Milestone or other VMS software a plus.
Ability to work well with departmental personnel and users.
Ability to work independently or as a member of a project team.
Ability to quickly identify and resolve support problems.
Ability to coordinate multiple problems and projects.
Analytical thinker with the ability to understand complex problems quickly
Solution-oriented way of working, especially under pressure
Ability to communicate effectively both orally and in writing.
Ability to work the required hours of the position.
This position description should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of this job. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. All work requirements are subject to ADA reasonable accommodations.