HMIS APPLICATION SUPPORT SPECIALIST
About The Position
The Homeless Management Information System (HMIS) Application Support Specialist’s primary responsibility is to serve as the point of contact for all HMIS user inquiries via the HMIS support ticketing system. Inquiries may be related to compliance with HUD, HMIS Data Standards, data quality monitoring, data analysis and reporting, privacy and security questions/concerns, training, etc. This position is responsible for providing excellent customer support to over 40 organizations within the San Antonio/Bexar County Continuum of Care (CoC) who use the HMIS system to coordinate services and care for people experiencing homelessness. The HMIS Application Support Specialist directly interacts with HMIS users to support their appropriate use of the HMIS application, including helping users handle incorrect client data, duplicate profiles, family composition updates, password resets, and troubleshooting unexpected HMIS application behavior. This position is responsible for implementing new application functionality that is developed by the HMIS application development team. The ability to work in a team environment, coordinate with other HMIS team members and program staff, and to inform customers about new functionalities is an essential part of this position.
Requirements
- High school diploma or GED equivalent
- Experience using a ticketing system such as the Solarwinds platform for support lifecycle task management (support request ticket intake, triage, documentation, and resolution)
- Attention to detail.
- Strong customer service skills required.
- Ability to multi-task and meet deadlines is essential.
- Strong proficiency with using Microsoft Office products such as, Microsoft Word, Excel, and PowerPoint.
- Excellent verbal and written communication skills are essential.
- Excellent ability to organize information, manage tasks, and use available tools to effectively contribute to team.
- Ability to express oneself effectively within groups and in one-on-one conversations with both staff and members of the Continuum of Care (CoC)
Nice To Haves
- Bachelor’s Degree is preferred.
- Degree in social work or computer science is preferred.
- Homeless Management Information System (HMIS) knowledge is strongly preferred.
- Familiarity with ClientTrack from CaseWorthy (HMIS Vendor) is preferred but not required
- Experience with Microsoft SQL Server development and administration for troubleshooting purposes preferred, but not required
- Working knowledge of Windows Server
- Basic understanding of Microsoft .NET/.NET Core for troubleshooting preferred, but not required
Responsibilities
- Provide HMIS user level technical support to partner agencies and end users who enter client level data into the HMIS.
- Ensure all service requests are responded to promptly and in a professional manner.
- Manage and assign tickets to the appropriate HMIS Team Member.
- Continually update customers on the status of open tickets.
- Identify and resolve barriers to program needs related to entering data.
- Assist the HMIS Team and Continuum of Care (CoC) to ensure each contributing HMIS organization complies with HMIS Policies and Procedures and HMIS Data Quality Plan.
- Identify and report HMIS training needs.
- Monitor user activities to ensure all HMIS data is being kept confidential and secure.
- Participates in system upgrades/updates, testing and documenting system issues.
- Identify and run ticketing system trend reports.
- Continually work on system maintenance.
- Assist with quality assurance.
- This position will cross train with other positions within the HMIS department.
- Other duties may be assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
