Applications Support Specialist
This position is responsible for configuring, maintaining, supporting, and operating Departmental/Divisional business applications. This includes supporting vendor or custom software applications by understanding all functional aspects of the applications and how they are or should be used. The Application Specialist will participate in the research and analysis of application needs and problems for coworkers; to provide assistance, advice, problem solving, and technical information to coworkers regarding the use of software applications; be responsible for assisting in the requirements, work flow, design, delivery, and improvement of software applications.
The following statements are illustrative of the duties and responsibilities of the job. The organization retains the right to modify or change the duties and responsibilities of the job at any time.
- Works under the direct supervision of Department Head or Division Head, or Manager level staff.
- Exercises no direct supervision.
- Under general direction, formulate and define application scope, requirements, needs, and objectives
- Work with users to support business applications and investigates operational problems/system requirements.
- Prepare detailed requirements from which applications will be written, purchased, or use of existing application modules/functionality.
- Actively participate in the configuration, testing, and implementation of new applications, modules, or functionality.
- Set up and maintain user system access, security profiles, and roles according to established procedures.
- Maintain and monitor system performance, records, transactions, or logs necessary to ensure applications are running at necessary levels of accuracy and performance.
- Develop and modify basic reports as requested by coworkers.
- Develop, prepare, and update user manuals, procedures, process flows, and training materials.
- Generate, receive, and review application produced output, verifying for completeness and accuracy, consulting with other coworkers as necessary, and initiating corrections when required.
- Schedule data input/output routines and stay aware of scheduled job status
- Receive requests from coworkers for service or problem resolution on Departmental/Divisional applications.
- Prioritize and resolve issues; route appropriate issues to Vendor or Information Technology; track the progress of service and problem resolution; regularly communicate with coworkers to keep them informed of the status of their requests.
- May be responsible for managing small projects or completion of a phase of a project.
- Regularly provide coaching, guidance, and training as required.
- Coordinate with FITD or Vendor to deploy updates, patches, enhancements, and new system functionality.
- Determination of root cause of incidents (configuration vs. defect).
- Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents.
- Execute scheduled or unscheduled application processes relating to operational maintenance and outputs of the applications.
- Perform routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status.
- Ensure all work is carried out and documented in accordance with required standards, methods, and procedures.
- Perform testing to validate accuracy and validity of reports and data integrity.
- Identify strengths and weaknesses in reporting design plans and suggest areas of improvement.
- Develop test scripts and plans and lead testing efforts as required.
- Act as liaison between Department and FITD.
- Perform other duties as appropriate or necessary for performance of the job.
Knowledge, Skills, & Abilities:
- Familiarity with database concepts, data extraction, and reporting.
- Ability to read and understand applications for diagnosis.
- Knowledge of troubleshooting tools and techniques related to business applications.
- Familiarity with applications analysis and issue resolution (trouble shooting) skills.
- Strong user and client relationship management skills.
- Proficient written and oral communications with ability to work and provide feedback to coworker, users, supervisor and vendors.
- Technical aptitude to understand assigned applications in sufficient depth to address many customer/user questions..
- Read and comprehend department and County rules, regulations, policies, and standard operating procedures.
- Establish and maintain effective working relationships with users, coworkers, and other County employees,
- Knowledge of project management approaches, tools, and phases of the project lifecycle.
- 4-8 years related applications support or systems support experience,
- Bachelors Degree in Computer Science, Information Systems or Business, or related field.
- Possession of, or the ability to obtain, a valid Colorado Driver's License.