System Support Analyst

City of Stamford • Stamford, CT

23h

About The Position

Under the general direction of the Manager of Application Support or designee, this position would maintain an inventory and documentation on software systems, track projects, participate in Cybersecurity reviews and policies, work with City departments to evaluate needs and propose solutions, provide direct support to users as required, monitor and maintain select software systems, and does related work as required. Supervision Received: Under the general direction of a Department Head or designee. Supervision Exercised: None.

Requirements

• Experience with ticketing systems (like ServiceNow), remote support tools, and systems like Active Directory, SCCM, or Intune.
• Awareness of endpoint security, antivirus, and IT security best practice.
• Experience with helpdesk ticketing systems (e.g., Freshservice, Service Desk Plus).
• Effective time management and prioritization skills in high-demand environments.
• Document and analyze current and target-state technology process flows, standards, and procedures across City departments to identify process gaps and inherent risks
• Collaborate with City department heads and operational stakeholders to gather and validate business and functional requirements for the customization and implementation of SaaS applications.
• Working knowledge of principles, practices and maintenance of information systems and management
• Ability to plan for changing technological needs, update and evaluate systems and software training as needed.
• Graduation with an associate’s degree in computer science, or a closely related field and three (3) years of progressively responsible computer technology experience OR a Batchelor's degree and two (2) years of progressively responsible computer technology experience.
• One (1) year of the referenced experience must have predominantly involved management of data information systems.

Nice To Haves

• Bachelor’s degree in computer science or a closely related field.

Responsibilities

• Update and maintain the City’s Information Service Management System (ITSM)
• Monitor and Maintain select software systems.
• Document issues, resolutions, and procedures.
• Ensure compliance with security policies and data protection standards.
• Document and analyze current and target-state technology process flows, standards, and procedures across City departments to identify process gaps and inherent risks
• Collaborate with City department heads and operational stakeholders to gather and validate business and functional requirements for the customization and implementation of SaaS applications (ERP and CRM tools)
• Support project coordination and administration activities, including tracking project milestones, providing status updates, and liaising with internal departments to ensure invoices align with technology services provided, and are paid out in a timely manner
• Facilitate cross-functional meetings and committees to align on business objectives and prepare for, and follow-up on steering committees, such as the Vendor Management Committee and Technology Risk Forums
• Performs related duties as required.

What This Job Offers

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