Description

Position requires work in-office. There are few, if any, possibilities for telework.

Duties

• Configures various AOC application software products to the requirements of the user community in order to support the continuous availability, reliability, and performance of the AOC installed applications.
• Performs specialized system design, acquisition, installation and maintenance.
• Responds to customer service requests and provides skilled troubleshooting, problem resolution and consulting.
• Participates and interacts with senior staff in design reviews of statewide systems and services.
• Reviews and evaluates work products for accuracy and applicability.

Qualifications

A combination of education and experience demonstrating a working knowledge of the duties, responsibilities and key competencies of the System Support Analyst may substitute for the qualifications listed.

• Five (5) years of experience working in a complex information technology environment.

• Interpersonal skills to work across boundaries and to establish and maintain professional working relationships with co-workers, customers and clients
• Communication skills that facilitate effective, appropriate information exchanges
• Ability to effectively communicate both orally and in writing; communicate proficiently in written reports and deliver information through presentations
• Ability to understands customer expectations and meets those expectations

• Ability to think critically, exercise judgment and make sound decisions and recommendations consistent with organizational objectives
• Skill to prioritize and adjust priorities within workload assignments based on business need and/or direction from senior staff or management.
• Ability to manage time & resources to accomplish goals & objectives
• Ability to multi-task and effectively coordinate multiple assignments
• Ability to accomplish work objectives, complete assignments set by supervisor
• Ability to self-initiate, achieve excellent results with little need for direct oversight
• Ability to accept personal responsibility for the quality and timeliness of work
• Knowledge/understanding of the overall impact of the enterprise such that they can independently deal with high risk, high profile initiatives impacting services
• Ability to understand the overall impact and interconnections of the AOC system infrastructure
• Knowledge of organizational business processes, computer applications, operating systems, and current technologies available to facilitate product & service delivery to customers
• Ability to learn new concepts and skills; absorb and retain new information
• Ability to deploy highly developed knowledge and skills in a combination of the following technology and business areas:

• Microsoft Office - Word, Excel, PowerPoint, Visio and Project
• Application programming at the intermediate to expert range
• General business practices and procedures
• General accounting practices and procedures
• Methodologies and principles of Business Process Engineering (BPE / BPM)
• Principles of Change Management
• Quality Assurance methodologies
• Packaged application systems featuring a high level of configurability to end-user requirements
• Understanding of Software Development Life Cycle methodology

Supplemental Information

• The workweek may fluctuate depending on workload or agency needs.
• Overnight travel may be required based on business needs.
• This position is not overtime eligible.