Principal Software Support Specialist

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

13d

About The Position

Under general direction, this role leads, oversees, and executes technical and project management of software applications across the organization, including managing the resolution of software application and system issues. This position involves leading a team throughout the entire systems’ lifecycle, including design, coding, testing, implementation, verification, validation, and maintenance of software products. It also includes project planning and strategy, consulting with stakeholders, business analysts, and team members, and serving as a project manager for complex systems. The role is responsible for developing, documenting, communicating, and enforcing technology policies, and coordinating with IT to ensure the availability, reliability, and security of applications. Technical responsibilities include organizing and documenting business and technical requirements, creating design specifications, and planning for application interconnectivity. The role also involves evaluating new application packages and tools, recommending technical solutions, and ensuring project products meet departmental needs. Quality assurance activities include creating and automating test cases, researching best practices, and advising on system options. Solution analysis involves evaluating applications and platforms, providing recommendations for enhancements, and conducting gap analysis. The role may also lead or oversee the deployment of new applications, modules, upgrades, integrations, and fixes, and preemptively recommends software updates. Risk mitigation, understanding data and cybersecurity guidelines, managing assignments, and ensuring customer satisfaction are also key aspects. The position requires repairing and recovering from software failures, coordinating with management and customers, and promoting effective use of IT through user training and documentation. Vendor support, solution analysis, design, development, integration, delivery, and compliance are also part of the responsibilities. The role involves developing reports and presentations for senior management, providing technical guidance, mentoring team members, and ensuring procedures adhere to organizational goals. Assistance with training new staff in programming standards and procedures is also expected.

Requirements

MOS Code: 8K000, 16K1E (Air Force), 25B, 25H (Army), 2652 (Marine Corps), 5707 (Navy)
Bachelor’s Degree or higher in Computer Information Systems, Computer Science, Data Processing or a related field and six (6) years of software support and analysis experience or an Associate’s Degree in Computer Information Systems, Computer Science, Data Processing or a related field and ten (10) years of software support and analysis experience.
Texas Class "C" Driver's License or equivalent issued by another state by time of appointment.
Applicants for positions assigned to the Department of Information Technology Services must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check within the first six months of appointment and maintain CJIS eligibility.
Felony convictions, Felony deferred adjudication, Class A or B Misdemeanor deferred adjudication, Class A or B Misdemeanor convictions, and/or open arrest warrants for any criminal offense (Felony or Misdemeanor), and family violence convictions will result in failure of the CJIS background check and disqualification and/or termination of employment.

Responsibilities

Lead a team throughout the entire systems’ lifecycle.
Design, code, test, implement, verify, validate and maintain software products.
Consult with stakeholders, business analysts, and team members in the project planning process.
Serve as a project manager in application support for complex systems.
Develop, document, communicate, and enforce technology policies.
Coordinate projects and collaborate with IT, to ensure availability, reliability, and security of the applications to meet day-to-day business requirements.
Organize and document business and technical requirements.
Create conceptual, functional, and technical design specifications to include data modeling.
Design, develop, and plan for application interconnectivity.
Conferring with various stakeholders to develop and analyze application packages and tools to determine optimum functionality requirements.
Evaluate new application packages and tools.
Recommend technical solutions and improvements to automated systems and business processes.
Ensure that project products meet departmental needs.
Create and automate test-cases for software applications.
Research and implement best practices, business processes and procedures.
Provide buy vs. build recommendations.
Advise on system options, risk, cost vs. benefits, and impacts on business processes and goals.
Work closely with IT leadership and IT programs to ensure all systems align with the IT long-term strategy.
Evaluating applications and platforms and providing recommendations for system enhancements by conducting gap analysis, identifying feasible solutions and alternatives to improve efficiency, reliability, and performance.
Participate on teams that outline the process and scope out the improvements that can be realized through the application solution.
May lead or oversee the deployment of new applications, modules, upgrades, integrations, and fixes.
Preemptively recommends software updates and upgrades as needed.
Mitigate risks, and understand data and cybersecurity guidelines, procedures, and policies.
Manage and document assignments using established Information Technology (IT) systems.
Actively manage customer satisfaction and provide timely updates on project and task progress.
Repair and recover from software failures.
Coordinate and communicate with management, IT programs and impacted customers.
Promote effective use of information technology by educating users on system functionality.
Works with user groups to develop and design manuals, web-enabled user guides and training documentation.
Vendor support, monitor solution analysis, design, development, integration, delivery, and compliance.
Develop reports and presentations for senior management, as needed.
Provide technical guidance or business process expertise.
Mentor and cross-train team members on existing and new technologies.
Ensure procedures adhere to organizational goals and objectives.
Assist supervisor with training new staff in established programming standards and procedures.
Perform related duties and fulfills responsibilities as required.