IT Services Support Manager

DHRM•Richmond, VA

15h•Onsite

About The Position

This position provides daily oversight of the OIM Information Technology Customer Support Center. Provides operational and administrative management of the ITCS staff and resolves escalated requests for assistance. Collects type of request data and makes recommendations to reduce requests for assistance with specific applications. Creates and maintains system documentation such as user guides/training documents/release notes and manages development and coordination of user training on new and enhanced software releases of OIM applications. Assists with creating and updating OIM webpage FAQs. Supports OIM Project Management office with assessing business technology requirements and documentation. Reviews meeting notes, user manuals, requirements documents, requirements mapping documents, and release notes for proper format, contents and accuracy.

Requirements

Demonstrates advanced problem-solving and troubleshooting abilities.
Demonstrates an informed knowledge of business areas that facilitates information technology solutions.
Good analytical skills.
Experience in documenting requirements and writing requirement mapping documents.
Ability to work collaboratively with lead multi-talented teams.
Accepts individual and team responsibilities.
Extensive experience in participating in documenting program design and specifications.
Strong ability to document meeting minutes and translate that into meeting notes and requirements.
Strong ability to multitask.
Develops, publishes, reviews, and maintains technical documentation (self-help resources, FAQs, etc.) for IT and App users.
Experience using an IT service management or similar ticketing system.
Self-starter with ability to balance multiple priorities.
Ability to handle stress and maintain professionalism.

Nice To Haves

Demonstrates application unit testing knowledge.
In-depth knowledge of mission critical applications required.
Strong verbal and written communication skills required.
Experience with EHR systems or Medical Applications.
Demonstrated experience developing and/or maintaining web applications using Oracle APEX, Java and HTML and Oracle databases.
Experience with Software Development cycle, agile methodology.

Responsibilities

Provides daily oversight of the OIM Information Technology Customer Support Center.
Provides operational and administrative management of the ITCS staff and resolves escalated requests for assistance.
Collects type of request data and makes recommendations to reduce requests for assistance with specific applications.
Creates and maintains system documentation such as user guides/training documents/release notes.
Manages development and coordination of user training on new and enhanced software releases of OIM applications.
Assists with creating and updating OIM webpage FAQs.
Supports OIM Project Management office with assessing business technology requirements and documentation.
Reviews meeting notes, user manuals, requirements documents, requirements mapping documents, and release notes for proper format, contents and accuracy.

Benefits

Confirmation of receipt when your application and/or résumé is submitted successfully.
Employment is contingent upon satisfactory results of a state and federal criminal history background check and the Department of Social Service’s Child Abuse and Neglect Central Registry check, U.S. HHSIG Exclusion List check, employment reference check and E-Verify.
Other financial, credit, driving, background checks or completion of Statement of Economic Interests may be required for certain positions.
All aspects of human resource management be conducted without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists); sex; color; national origin; religion; sexual orientation; gender identity or expression; age; veteran status; political affiliation; disability; genetic information; and pregnancy, childbirth, or related medical conditions.
VDH employees have a shared Code of Ethics.
Submission of Yellow Card or Blue Card if affected by DHRM Policy 1.30 layoff.
Support for veterans through the V3 (Virginia Values Veterans) program.
Encouragement for individuals with disabilities to apply through the Commonwealth Alternative Hiring Process.
Consideration for applicants with a valid AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI).
Acceptance of Certificates of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, as applicable documentation for the Alternative Hiring Process.