Application Support Analyst I

Description

NATURE OF WORK
This classification involves professional and technical work centered around the analysis and implementation of city-wide systems including mission-critical applications such as the Citywide Enterprise Resource Planning (ERP) system. An employee in this position reviews, oversees, and actively participates in city-wide system application projects; develops, plans, trains, reports, and supports the ERP and applications; analyzes and manages projects; and troubleshoots related issues and concerns. This position also gathers/surveys information about business processes; aligns systems to support those processes; and ensures that required reports are completed timely, leveraging modern technologies to optimize systems performance and enhance organizational efficiencies. Also collaborates with the cybersecurity team to maintain, troubleshoot, and enhance application and technology systems, with a specific focus on implementing and maintaining cybersecurity measures. This position requires specialized cybersecurity training to support the IT department and the organization. The specific courses needed may vary based on your role within the IT department, the organization's needs, and the technologies in use. This employee is also required to maintain CJIS Level 4 certification.

Examples of Duties

ESSENTIAL JOB FUNCTIONS

• Reviews and assesses departmental systems/application project needs, requests and requirements; determines scope of project and suitability ; reviews and analyzes user needs; responds to application requests and schedules implementations as needed; and translates user requirements into effective program designs and configurations.
• Develops and manages complex reports and serving as reporting subject matter expert for City-wide end users.
• Leads new ERP and application system implementations; gathers comprehensive surveys information and business processes; prioritizes tasks; troubleshoots, analyzes, and implements solutions to problems with mission-critical applications and related systems, both hardware and software related; offers recommendations for improvements where indicated.
• Creates/enhances/optimizes workflows and sets up configurations to better align with each business unit’s processes .
• Assists in the strategic planning, implementation, and installation of hardware and software systems as required.
• Maintains and facilitates communication between the Information Technology (IT) Department and user departments.
• Coordinates and conducts training in system applications.
• Maintains meticulous documentation of projects, manuals, and training records used throughout the life cycle of the project.
• Applies knowledge of computer systems to develop applications as technology advances and changes.
• Reviews, analyzes, and tests software packages and provides recommendations.
• Develops backup and archival procedures, power-on/power-off procedures, system security administration, computer device assignment and management.
• Monitor city-wide systems for cybersecurity threats and vulnerabilities, taking proactive measures to address them.
• Assist in the implementation of cybersecurity policies and procedures, ensuring compliance and adherence.
• Performs additional duties as required to support IT operations and organizational objectives.

Requirements

EDUCATION

• Graduation from an accredited college or university with a Bachelor’s degree in computer information systems or a closely related field OR
• Considerable qualifying professional experience as described, may be substituted for the required college education.
• PROOF OF HIGHEST LEVEL OF COMPLETED EDUCATION MUST BE SUBMITTED AS AN ATTACHMENT WITH APPLICATION. (Applications without attached proof of education will not be processed for consideration.)

EXPERIENCE

• Considerable years of qualifying professional experience in the development, implementation, training, and support of an Enterprise Resource Planning (ERP) system and mission-critical applications.
• Certifications in the areas of SharePoint, database management, reporting, and Cybersecurity, or equivalent certifications depending on the specific job description, are preferred.

NECESSARY SPECIAL QUALIFICATIONS

• Possession of a valid Driver’s License with an acceptable driving record.
• Must obtain a valid Florida driver’s license prior to hire.
• ITIL and Cybersecurity certifications must be obtained within the first eighteen (18) months from appointment.
• Must pass a background check to become CJIS certified.

PHYSICAL REQUIREMENTS
Work Environment:

• Work is performed primarily in a standard office environment and data center rooms and closets with some travel to different sites; incumbents may be required to work extended hours including but not limited to evenings, weekends and holidays.

Sensory:

• Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through personal contact, the use of the telephone and/or other City-issued technology devices.

Physical:

• Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach and twist under desks and around furniture; to lift, carry, push, and/or pull moderate to heavy amounts of weight up to 50 lbs.; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. Occasional climbing on ladder or stool to reach or mount equipment.

Supplemental Information

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of ERP components, connectivity, security, and diverse operating systems with a deep understanding of technology trends.
• Knowledge and proficiency in reporting technologies such as SQL Reporting Services and/or Crystal Reports with a solid foundation in SQL databases.
• Knowledge of system development methodologies and MS SharePoint platform.
• Knowledge of multiple programming languages, including Net Framework.
• Skill in the use of the keyboard, printers, personal computers, and related equipment.
• Skill in the installation and operation of personal computers, related peripherals used in support of various City-wide software applications.
• Ability to strategize, plan, organize, and assist in the development of training programs in computer systems technologies.
• Ability to communicate complex technical concepts to technical and non-technical staff effectively and persuasively, both verbally and in writing.
• Ability to effectively manage and supervise projects and oversee other employees.
• Ability to manage competing priorities and varied responsibilities in a fast-paced environment.
• Ability to work efficiently and effectively to develop win-win solutions.
• Ability to evaluate the impact of alternative courses of action and navigate new or unprecedented circumstances effectively. Ability to establish and maintain professional working relationships with City officials, stakeholders, management, team members, general employees, vendors,, and the general public.
• Knowledge of cybersecurity principles and best practices, with the ability to apply them to system support activities.
• Familiarity with cybersecurity tools and technologies, such as antivirus software and intrusion detection systems.