SENIOR APPLICATION SUPPORT

Job Title

This is a supplemental recruitment. Applicants who recently applied but were deemed ineligible and wish to be considered for this position must re-apply by the closing date.

Nature of Work

This is technical, specialized work providing support and maintenance to City of Miami applications that support business operations. An incumbent is responsible for working with IT and operational teams (internal and external) that plan and coordinate the overall configuration, development and deployment of all applications assigned as a primary and / or back-up. Work requires project management, communication, organization, and independent problem-solving skills. General supervision is received from a higher-level administrator. The duties of this position include, but are not limited to the following : evaluating, installing, configuring, and deploying new applications, systems software, products, and / or enhancements to existing applications throughout the enterprise; managing, maintaining, updating all users, roles, and security; coordinating studies, pilots, tests and demonstrations for software and system products under consideration for purchase and providing recommendations based on findings; liaising with City's software suppliers for prompt rectification of any problems or emergencies; and related other duties as may be required.

Essential Functions

Provides application support for Enterprise software solutions that involve two or more departments and / or the applications that interface with two or more different applications. Serves as contact / liaison for functional users, the systems vendor(s), Applications and IT technical teams. Provides application-level expertise, bridging the gap between the user and Application staff from IT or the vendor(s). Manages and maintains multiple on premise and cloud based applications that support business operations assigned by direct supervisor or a higher-level administrator. Coordinates and supports solutions and / or applications from other cloud based services : SaaS, IaaS, PaaS, BaaS, etc. Works to identify and develop "power users" within each department who can respond to routine functional and training issues, troubleshoot systems issues, receive problem report from user(s), work with the users to understand, resolve the problem and ensure proper follow-up, refer the problem to the service desk and / or the vendor, as needed, and keep good documentation of all issues, pending and resolved. Develops and maintains up to date technical systems policies and procedures. Monitors implemented systems or procedures, to assure attainment of goals and objectives of management. Schedules and ensures all changes with the Change Advisory Board (CAB) for approval prior to executing. Prepares and maintains quality assurance policies, program logic, documentation, process diagrams for current and new releases and intended functionality. Supervises the implementation and testing of newly developed and existing processes or applications, provides input and eventual approval to promote from development, staging, QA, to production. Reports issues within the current system identified and used to track issues and work orders to ensure issues are identified, tracked, reported on and resolved in a timely manner. Identifies systems and organizational difficulties hindering the accomplishment of objectives. Develops and communicates training, documentation, and Frequently Asked Questions (FAQ's) for the Customer Support Staff and for end users and other user-related activities. Provides technical support to all applications and resolve issues. Secures clear possession of problem identification, its analysis, impact analysis and solutions. Evaluates all problem and impact analysis and recommend solutions and workarounds. Assists representatives from counterparts of application and resource planning and comprehend all business requirement and prepare documents. Assists with implementation activities such as : project meetings, review and approval of deliverable documents (detailed design specifications, test plans, schedule updates, etc.), system testing, and facilitating user training and system acceptance. Conducts and maintains up to date inventory of all software / applications, and hardware. Provides recommendations in the budgetary process. Manages project budgets when and where appropriate. Performs other related work as required.

Minimum Requirements

Bachelor's degree in Management Information Systems, Computer Science, Computer Systems Design, Business Administration, Public Administration, or a closely related field, and four (4) years of experience managing applications and / or systems management.

OR

Equivalent combination of education and experience beyond a high school diploma or its equivalent and six (6) months of the required experience.

Special note : Based on assignment, applicants selected to fill the position may be subject to undergo and successfully pass a City of Miami Police Department background check.

Documentation Requirements

Applicants, including City of Miami employees, must upload and submit attached copies of the following documents with the employment application. Please be sure to attach all required documents to your employment application each time you apply. Uploaded documents remain in your online profile but they will not attach automatically and you will be deemed ineligible without the proper documentation. All documents submitted must be clear, legible, and in proper format.

The following documents are required at time of application and are acceptable forms of proof :

• Proof of education in the form of a Bachelor's degree in Management Information Systems, Computer Science, Computer Systems Design, Business Administration, Public Administration, or a closely related field or higher. Foreign diplomas / degrees must be submitted with an approved credential evaluation agency
• . Translations of diploma / degrees are not accepted. If degree / diploma does not reflect the academic major on its face, transcripts indicating degree completion must be submitted. Audit / Academic reports are not accepted as substitutions for college transcripts.
• To qualify under the equivalency clause, an applicant must provide proof of education in one or more of the following applicable forms : copy of high school diploma or higher.
• Approved Credential Evaluation Agencies : Credential evaluation reports showing the United States equivalency for academic credentials earned in other countries may be provided by : An accredited four-year college or university in the United States, OR A current member of the National Association of Credential Evaluation Services (NACES), OR A current member of the Association of International Credential Evaluators (AICE), OR A recognized Professional Organization

For additional list of approved credential evaluation agencies visit the Florida Department of Education. It is the applicant's responsibility to ensure that all required documents submitted with the employment application are in a format that is acceptable, clear and legible for eligibility determination or risk being disqualified. Applicants, including City of Miami employees, must completely detail their work experience on the employment application or risk being disqualified. Resumes are not required and will not be reviewed in place of the employment application. It is the applicant's responsibility to update their online profile with personal data, work experience, education, and certifications, when submitting application(s), failure to do so may result in disqualification. Applicants must provide a valid email address in order to receive notification of eligibility. Veterans Preference is awarded in accordance with Florida State Statute 295.07. If veteran's preference is being claimed, it must be indicated on the application form and proper documentation, including all forms DD-214 (Member 4) and the applicable FDVA- Veteran's Preference Certification Form(s) in accordance with rule 55A-7.013 - Documentation of Preference Claim, must be submitted with the employment application. Selection preference within the same ranking band resulting from an interview process will be granted in the following order : 1) preference eligible veterans, 2) active City of Miami employees, 3) City of Miami residents, 4) all others.

Benefits

Medical Insurance, Dental, Comprehensive Vision, Pre-Paid Legal Services, Identity Theft Protection (eligible for enrollment after completing 90-day waiting period), Paid Leave (Vacation, Ill time, holidays, bereavement), Life Insurance, Defined benefit pension plan, Options for deferred comp, credit union membership, and supplemental life insurance. Tuition reimbursement. Note : Benefits subject to change.