Job Specification Details

Management of teams and processes to support professional systems analysis, system support, troubleshooting of business application systems for a department or agency enterprise system. Supervisor of a team of subject matter experts in supporting systems and processes. Supervises, directs, and/or facilitates with system-impact analysis of enhancement requests due to business and/or process changes.

Duties are performed under the general direction of an operations director or department commissioner.

Supervising administrative and technical work of a Business Application Support Unit (BASU) and Application Document Processing Center (ADPC) that supports multiple departments, divisions, and units. Supervise technical and administrative staff that provide critical and timely application and system support. Provide direction and leadership to ensure the team's efforts align with the business and program needs. Define processes for support requests including documentation, categorization, status, management, approval and resolution steps. Manage the day-to-day functions within the unit by monitoring incoming issues/requests and resolutions. Coordinate and facilitate issues that require escalation or cross-functional resolution. Analyze issue resolution data to recognize patterns and trends that identify training needs and take appropriate action. Serve as an advisor on change processes, organizational and management issues, and communication needs. Create, implement, and maintain plans for end user training to include adhoc training or one-on-one training to decrease system errors, help requests, and IT resources spent on support. Ensure unit staff are knowledgeable about the supported applications and have the necessary skills to provide training to end users. Participate and/or facilitate meetings. Collaborate with programs and other support unit teams, and IT, to analyze system modification requests based on new rules, programs, or process improvements. Also consider key participant with major system enhancement projects to ensure appropriate application change analysis. Support unit staff to participate in or lead business requirements gathering and documenting change request impacts. Coordinate resource availability for user acceptance testing to include documentation of issues and resolutions in preparation for official acceptance sign-off.

Provide annual staff performance appraisals, including goals and succession planning. Develop staff through effective coaching and performance management. Ensure that staff adheres to established policies and procedures. Performs related duties as required.

Duties are performed largely in a standard office setting with a possibility of some opportunity for teleworking. Private means of transportation should be available for required travel. Must be able to communicate and interact directly with management and employees at varying degrees of system skill sets as well as varying levels of authority. Conflicting priorities and operational problems may be anticipated; competing priorities and tight deadlines are a frequent occurrence.

Thorough knowledge of organizational programs and the systems that support the programs and operations to include integration and interfaces with operational partners.

Considerable knowledge of all technology software and systems as they relate to what the organization staff need to know to do their jobs - to include knowledge of network and MS office products.

Knowledge of business requirements documentation and related user acceptance testing principles.

Knowledge of Change Management and Business Process Improvement and Engineering.

Knowledge of Project Management, Project Lifecycle and software lifecycle.

Knowledge of database structures.

Knowledge of remote access for system users.

Knowledge of Agency, State and Federal confidentiality laws, as well as security, and necessary access policies as they pertain to clients and data of the organizations systems.

Ability to analyze complex activities, issues, and situations to identify problems and draw logical conclusions and develop necessary recommendations.

Ability to present complex concepts and analyses and solutions to a wide range of audiences, both orally and in writing.

Ability to set priorities and manage workload.

Ability to develop and conduct training.

Strong organizational abilities and ability to work independently.

Ability to work effectively and collaboratively in a team.

Ability to communicate effectively through customer service and training.

Ability to establish and maintain effective working relationships.

Ability to provide leadership and accountability within the framework of the four key practices of the Agency of Human Services: customer service, holistic service, strengths-based relationships and results orientation.

Bachelor's Degree in business or public administration, information science, or related fields and two (2) years of experience providing technical and administrative level support in a business environment INCLUDING one (1) year or more of leading a team or project.

OR

Associate degree in business or public administration, information science, or related fields and four (4) years’ experience providing technical and administrative level support in a business environment INCLUDING one (1) year or more of leading a team or project.

OR

Five (5) years’ experience providing technical and administrative level support in a business environment INCLUDING one (1) year or more of leading a team or project.

Experience supporting business applications, project management, and process improvement.