IT Technical Expert II (Applications Administrator)

Baltimore County•Towson, MD

12d•Onsite

About The Position

A Non-Merit vacancy exists in the Department of Health and Human Services, Bureau of Behavioral Health. Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan. A list of eligible applicants will be established based on the examination as outlined below. All interested candidates must apply at this time. List all promotions and changes in job duties due to reclassification as separate work experience on your application. Applicants must include the dates of the promotions and reclassifications. Note: Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered. A resume will not be considered in determining your qualifications for a position. Applicants selected for an interview may provide a resume at that time. You must attach proof of Licenses, Certifications and Education to your application. Failure to submit proof of Licenses, Certifications, and/or Education will result in your application not being considered. Proof of licenses, certifications, and education must be submitted with each application. DEFINITION OF RESPONSIBILITY : Under general supervision of the Office of Information Technology (OIT), this position oversees and coordinates the development, implementation, maintenance, and enhancement of applications specific to the Department of Health. It provides vendor management, technical support, training, and guidance to agency and users and assesses and develops recommendations for process improvements and technology solutions for the agency.

Requirements

Graduation from an accredited college or university with a bachelor's degree in Business or Computer Science.
At least two years' experience in the administration or support of software applications.
Additional experience may be substituted on a year-for-year basis up to a maximum of four years for the required education

Nice To Haves

Knowledge and practice of release management and industry standards for: system quality management, hosted systems –troubleshooting Azure Virtual Desktop issues, Custom Report Building – Crystal Reports, SSRS, Power BI and SQL, and customer service experience preferred.
Experience in process workflows and change management.

Responsibilities

Manages application lifecycle activities, including upgrades, patches, defect resolution, and configuration changes using established IT system management processes.
Understands, documents, and implements system configuration changes within the product.
Modifies, develops, and customizes application fields, queries, and macros.
Aligns application capabilities with business processes to ensure efficiency and effectiveness.
Provides application process expertise and technical knowledge during system process, user, and issue review meetings.
Conducts recurring application access reviews and manages application security roles.
Identifies and resolves application issues, system hardware malfunctions, and software errors; logs issues in both vendor and internal OIT ticketing systems.
Collaborates with internal IT teams on hardware or infrastructure issues and with vendors on hosted application issues, including access, connectivity, and network problems.
Supports hosted applications in an Azure Virtual Desktop environment.
Provides technical support, guidance, and training for the application’s end users.
Creates, maintains, and develops reports using Crystal Reports, PowerBI, SSRS, and other third-party reporting tools.
Establishes and maintains application document management standards.
Provides guidance on data governance and data hygiene to ensure accurate and consistent data.
Collaborates with agency leadership and OIT management to develop policies, plans, and standards for effective software application use.
Works closely with business and technical teams to evaluate application processes, recommend improvements, and ensure optimal use of the system.
Provides consultation and support to agency staff regarding efficient use of the software.
Understands management roles and responsibilities and engages managers appropriately in product, customer, and application management decisions.
Creates and updates system, user, and technical documentation.
Translates business or functional requirements into system and business processes.
Understands service level agreements and escalates unresolved issues to IT management when necessary.
Performs other related duties as required.