Application Support Analyst Supervisor

ESSENTIAL JOB FUNCTIONS

• Establishes and maintains liaison relationship with business partners and TS to provide effective technical solutions; seeks opportunities to improve and deepen relationship between TS and business partners.
• Provides recommendations for business process redesign and documentation as needed for new technology.
• Reviews and approves test plans; executes test cases; ensures test strategies involve appropriate integration and process components.
• Monitors testing process to ensure that business results are adequately tested with minimal risk.
• Delegates approvals as appropriate.
• Validates application functionality after OS level updates.
• Works with vendors and City staff to review, analyze and modify the programming systems including design, encoding, and documentation, testing and debugging to support the City’s Enterprise Resource Planning (ERP), and all other business applications.
• Ensures that software can be completely integrated into the ERP Systems and designs new modules to improve system efficiency.
• Investigates, resolves, and escalates problems and develops recommendations for resolution; identifies need for technical assistance to help in problem resolution; works with technical assistance to resolve problems.
• Resolves and escalates issues as appropriate; keeps clients informed of problems, issues, and resolutions.
• Formulates project objectives and monitors project progress.
• Assists with implementation of purchased software and maintains liaison with vendors of purchased software.
• Provides technical consultation and assists in determining projected equipment and/or software requirements for City departments.
• Maintains technical standards for adherence by Technology Services staff. Works with City staff in the evaluation and preparation of requests for proposals, analyzes software and hardware vendor responses and recommends solutions.
• Monitors and analyzes performance metrics to ensure client satisfaction; manages client expectations; ensures IT solutions meet client needs; performs post-resolution follow-ups to ensure problems have been adequately resolved.
• Meets regularly with team to gather work statuses; discusses work progress and obstacles.
• Provides advice, guidance, encouragement and constructive feedback; ensures work, information, ideas, and technology flow freely across teams.
• Establishes measurable individual and team objectives that are aligned with business goals.
• Documents and presents performance assessments; recognizes and rewards associates commensurate with performance; coaches and transfers knowledge to all team members.
• Generates change requests; implements changes; identifies and removes obstacles to change; generates appropriate communication, processes, and educational plans for mitigating the disruption of change.
• Conducts research on hardware and software products to justify recommendations and to support purchasing efforts.
• Fields incoming issues and problem tickets and escalations from end-users to resolve application and software issues within servers, databases, and other mission-critical application systems.
• Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Maintains and enhances performance of all new and existing software and applications across the organization.
• Tests fixes and performs post-resolution follow-ups to ensure problems have been adequately been resolved.
• Identifies and learns appropriate software applications used and supported by the organization.
• Creates and maintain system models, specifications, diagrams, and charts to provide direction to team.
• Participates in the design, development, and delivery of software applications training programs and individual classes.
• Posts software updates, drivers, knowledge bases, and frequently asked questions resources on company intranet to assist in problem resolution.
• Performs preventive maintenance, including the installation of service packs, patches, hot fixes, anti-virus software, and so on.
• Performs other duties as assigned.

TYPICAL DECISIONS:

• Works with business partners within multiple business processes to align technology solutions with business strategies.
• Supports one or more highly complex business processes, requiring design or integration of technical solutions that may cross multiple functions of the organization.
• Serves as technical lead.
• Establishes and maintains liaison relationship with business partners and Technology Services in order to provide effective, accurate, informative visualizations.
• Seeks opportunities to improve and deepen relationship between Technology Services and business partners.
• Reviews and approves data presentations/visualizations.
• Reviews and approves the results of team data presentation/visualization review
• Approves End User Training Curriculum and End User Documentation for completeness and correctness.
• Assigns administration and support roles of platforms to staff
• Manages a team of 6 to 10 Application Support Analysts, assigning projects and tasks to maintain project schedules.

KNOWLEDGE AND SKILLS

Knowledge of:

• Federal and State rules, guidelines, and regulations; City and Department policies and procedures; supervisory principles and practices; budgeting procedures.

• Requires a working knowledge of theory and methods of computer programming and systems design.
• Requires knowledge of: system analysis techniques; computer equipment and operations; JD Edwards event rule language, a Fourth Generation Language or an Object Oriented programming language like C++; data processing capabilities and requirements; current developments in the data processing field of specializations; and advanced statistical methods
• ITIL Principles primarily surrounding Release Management.
• Agile Methodology

Skill in: Communicating effectively both verbally and in writing;

EDUCATION AND EXPERIENCE

Education: Bachelor’s degree in computer science or related field.

Experience: Eight (8) years of increased responsibility as an Application Support Analyst Supervisor or related leadership field. Bachelor’s Degree can be can be substituted for up to four (4) years of experience.

Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications is an acceptable substitute for the above specified education and experience requirements

LICENSES AND CERTIFICATIONS

Licenses: Texas Class C driver’s license may be required.

Certifications:

• Six Sigma Green Belt or the ability to obtain within 12 months, and
• CompTIA Security+ or MTA Security or the ability to obtain within 12 months, and
• ITIL v3 Foundations (or higher) or the ability to obtain within 12 months

PHYSICAL DEMANDS AND WORKING CONDITIONS

The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required. The position also requires meeting the essential requirements of the Physical Demands and Working Conditions, with or without reasonable accommodation.