Application Support Specialist II

City of El Paso • Various Locations within the City of El Paso, TX

1d • Onsite

About The Position

Under direction, is responsible for managing the resolution of software application and system issues that arise across the organization and for the configuration, and maintenance of large scale applications and documentation. This role involves identifying and resolving software application technical issues, performing application maintenance and upgrades, and utilizing Software Development Life Cycle concepts to analyze and enhance applications. The specialist will also analyze and recommend new or revised software and procedures, study existing systems to determine feasibility of conversion to data processing or network application methods, and provide technical support to end users. Additionally, the role requires determining information needs, assisting in the evaluation of proposed systems, analyzing program specifications, maintaining and developing business unit reports, assisting with systems integrations, and recommending technical solutions and improvements. The specialist will ensure project products meet departmental standards, manage and document assignments using the IT Department ticketing system, actively manage customer satisfaction, and provide timely updates. The role also involves maintaining complex automated systems and software applications, preparing user instructions and system documentation, reporting program activity and project status, analyzing and modifying software packages, providing technical assistance to operations and programming personnel, writing queries to analyze data, and collaborating with IT Support Programs. The position also includes estimating and documenting resource requirements, preparing application configuration and systems design alternatives, identifying and evaluating information requirements, and participating in developing programs to educate management and users in software application capabilities and requirements. This includes training functional end users, performing related duties, substituting for supervisors or coworkers, and assisting supervisors with training new staff. The role also has supervisory responsibilities, including assigning, scheduling, guiding, and monitoring work, appraising employee performance, providing training and development, counseling, motivating, maintaining harmony, identifying and resolving staff differences, interviewing applicants, and recommending hiring, termination, transfers, discipline, or merit pay changes. The specialist will enforce personnel rules and regulations and work behavior standards firmly and impartially.

Requirements

• Bachelor's degree or higher in Computer Information Systems, Computer Science, Data Processing, or related field and two (2) years of software support and analysis experience, or an Associate's Degree in Computer Information Systems, Computer Science, Data Processing, or related and four (4) years of software support and analysis experience.
• A Texas Class "C" Driver's License or equivalent issued by another state by time of appointment.
• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check within the first six months of hire and maintain CJIS eligibility.
• Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions will result in disqualification and termination from employment.

Nice To Haves

• Applicants are encouraged to apply immediately.
• This position will close when a preset number of qualified applications have been received.
• Applicants with foreign diplomas, transcripts, and degrees must have all documents translated and evaluated by an agency of the National Association of Credential Evaluation Services (NACES) prior to submitting them to the Human Resources Department.

Responsibilities

• Identifying and resolving software application technical issues.
• Perform application maintenance and upgrades.
• Utilize Software Development Life Cycle concepts to analyze and enhance applications.
• Analyze and recommend new or revised software and procedures, including justifications for proposed changes.
• Study existing systems and procedures of organizations to determine feasibility of conversion to data processing or network application methods.
• Provide technical support to end users.
• Determine information needs in coordination with personnel of user departments by drawing detailed flowcharts and block diagrams or applying other related methods.
• Assist in the evaluation of proposed information processing or systems and operations.
• Analyze program specifications for completeness and conformance to established standards.
• Maintain and develop business unit reports using report writing solutions.
• Assist with systems integrations.
• Recommend technical solutions and improvements to automated systems and business processes.
• Ensure that project products meet departmental standards.
• Manage and document assignments using the Information Technology (IT) Department ticketing system.
• Actively manage customer satisfaction and provide timely updates on project and task progress.
• Maintain complex automated systems and software applications.
• Prepare complete and precise user instructions and system documentation for implemented systems in accordance with established standards.
• Report program activity and project status to management.
• Analyze software packages and modify them to meet users' needs.
• Provide technical assistance to operations and programming personnel by analyzing information work procedures and job methods to solve operating system problems or debug programs.
• Write queries to analyze data in the database.
• Collaborate and communicate with IT Support Programs to debug and solve technical issues.
• Estimate and document resource requirements, level-of-effort, and timelines for major tasks and projects.
• Prepare application configuration and systems design alternatives according to established standards.
• Identify documents and evaluate information requirements at various management and operating levels.
• Participate in developing programs to educate management and users in software application capabilities and requirements.
• Train functional end users in capabilities of their systems and guide them in dealing with related issues and problems.
• Perform related duties as assigned.
• Substitute, if assigned, for immediate supervisor or coworkers during temporary absences by performing delegated duties sufficient to maintain continuity of normal operations.
• Assist supervisor with training new staff in established programming standards and procedures.
• Assign, schedule, guide, and monitor work.
• Appraise employee performance and review subordinates’ appraisals.
• Provide for training and development.
• Counsel, motivate and maintain harmony.
• Identify and resolve staff differences, conflicts and deficiencies.
• Interview applicants.
• Recommend hiring, termination, transfers, discipline, merit pay or other employee status changes.
• Enforce personnel rules and regulations and work behavior standards firmly and impartially.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree