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POSITION SUMMARY

Performs advanced technical, functional, and operational support for County enterprise applications, databases, integrations, and related business systems. Serves as a senior resource for diagnosing and resolving complex application issues; administering application security; coordinating software upgrades, implementations, and vendor support; and supporting reliable, secure, and efficient delivery of County services.

Works collaboratively with County departments, Information Technology staff, software vendors, consultants, and other stakeholders to analyze business needs, configure and maintain application solutions, document processes, and improve service delivery. Provides technical guidance to lower-level staff and may lead assigned application support initiatives.

Work is primarily performed in an office or remote-work environment and may require periodic after-hours, on-call, and emergency support.

ESSENTIAL DUTIES

• Provides advanced support, troubleshooting, and resolution for assigned County enterprise applications, related databases, interfaces, reports, and business processes.

• Analyzes incidents, service requests, application errors, data issues, and system performance concerns; identifies root causes and implements or recommends corrective actions.

• Configures, maintains, and supports application functions, workflows, user profiles, roles, permissions, and security settings in accordance with County policies and least-privilege principles.

• Develops, tests, deploys, and maintains application configurations, reports, queries, scripts, integrations, and other technical solutions as appropriate.

• Supports Microsoft SQL Server or other relational database environments, including data validation, query development, stored procedures, job monitoring, performance troubleshooting, and coordination of backup and recovery requirements with database or infrastructure staff.

• Coordinates and participates in application implementations, version upgrades, patches, conversions, integrations, and enhancement projects.

• Works with vendors to open and manage support cases, evaluate product releases, coordinate troubleshooting, track defects, and ensure timely resolution of issues.

• Gathers and documents departmental business requirements; translates requirements into technical specifications, configuration changes, reports, workflow improvements, or enhancement requests.

• Develops and executes test plans, test scripts, and validation procedures for application changes, upgrades, interfaces, and data conversions.

• Maintains current technical documentation, including system configurations, support procedures, knowledge-base articles, process flows, user guides, and recovery procedures.

• Provides end-user training, technical guidance, and functional assistance to County employees; communicates technical issues and solutions clearly to both technical and nontechnical audiences.

• Monitors application availability, scheduled jobs, interfaces, batch processes, and error logs; escalates significant service interruptions in accordance with established incident-management procedures.

• Assists in maintaining compliance with applicable County policies, records requirements, cybersecurity practices, software licensing terms, and relevant federal and state requirements.

• Participates in disaster recovery, business continuity, security incident response, and change-management activities related to supported applications.

• Provides after-hours and on-call support as assigned.

• May provide technical leadership, mentoring, work guidance, and quality review for Application Support Analysts or other assigned staff.

• Performs other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of enterprise application support practices, including incident, problem, change, and release management.

• Knowledge of relational database concepts and SQL query development; experience supporting Microsoft SQL Server is preferred.

• Knowledge of application security concepts, including role-based access control, user provisioning, least privilege, audit logging, and separation of duties.

• Knowledge of systems integrations, including file transfers, APIs, web services, scheduled jobs, import/export processes, and data validation.

• Knowledge of application testing methods, including functional, regression, integration, and user-acceptance testing.

• Knowledge of software implementation, upgrade, and vendor-support processes.

• Ability to analyze complex technical and business problems, identify root causes, and develop effective solutions.

• Ability to read, write, and troubleshoot SQL queries, reports, scripts, and application configuration settings.

• Ability to communicate effectively, both orally and in writing, with County staff, vendors, management, and nontechnical users.

• Ability to document technical procedures, system configurations, and business processes accurately and clearly.

• Ability to prioritize competing support requests, meet deadlines, and maintain effective customer service during high-volume or time-sensitive situations.

• Ability to work independently and collaboratively in a team environment.

• Ability to maintain confidentiality and exercise sound judgment when working with sensitive County information.

MINIMUM QUALIFICATIONS

Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, or a closely related field; or an associate degree in a related field plus two years of progressively responsible experience supporting enterprise applications, databases, or business systems; or an equivalent combination of education, training, and progressively responsible experience.

In addition, requires:

• Experience in enterprise application support, systems analysis, database support, business systems administration, or a closely related technical role.

• Experience troubleshooting complex software, data, interface, and user-access issues.

• Experience working with SQL databases and SQL queries.

PREFERRED QUALIFICATIONS

• Experience supporting local-government enterprise applications, such as financial, permitting, public safety, utility billing, tax, payroll, human resources, document management, GIS, or court systems.

• Experience with Microsoft SQL Server, SQL Server Management Studio, SQL Reporting Services, or comparable reporting and analytics tools.

• Experience with application integrations, APIs, web services, SFTP, ETL processes, or file-based interfaces.

• Experience administering application security roles and permissions.

• Experience coordinating software implementations, upgrades, patches, or data conversions.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• Work is primarily performed in an office, computer-room, or remote-work environment.

• Requires prolonged periods of sitting and working at a computer.

• Requires occasional standing, walking, bending, stooping, and lifting or moving computer-related equipment, generally up to 25 pounds.

• May require availability outside normal business hours for scheduled maintenance, critical incidents, emergency operations, or on-call support.

A combination of education and/or work experience may be substituted for minimum requirements.