Senior Solutions Analyst

Job Summary

Performs basic and difficult analysis of Information Technology (IT) solutions provided to County business while providing the subject matter expertise on the disciplines, methods, processes and technologies purchased as a service and/or deployed on premise in support of the County business. Key role for support for service interruptions and persistent problems by utilizing their knowledge of root cause analysis and correct action planning.

Job Description

Elicits requirements from business units; authors business requirements documentation in conjunction with business departments and reviews them with the business users; prepares functional and technical design documents, creates test plans and test data, and participates in testing and trial runs of new and revised systems; and suggests enhancements for improving the application.

Performs Level 2 support for assigned applications; owns the problems resolution, including managing vendor engagement; makes presentations to various groups and departments; provides customer services to the public and internal customers; conducts root cause analysis and provides resolution and/or guidance to vendors on resolution; and establishes and maintains cooperative working relationships with others.

Conducts staff training with informational sessions on new and emerging applications, services, and technology, as well as mentoring, coaching, and providing work direction to others; provides technical assistance to staff regarding hardware/software; minimizes productivity losses associated with hardware and software transition by formulating end-user training plans; and creates saleable training plans based on continual assessment of end-user needs (train-the-trainer).

Performs system administration tasks and maintains and continuously monitors for software alerts, upgrades, patches, and fixes for vendor applications and web application servers; creates users, assigns roles and menus, and monitors applications and batch processes; maintains all existing business and technical applications; maintains and makes recommendations for development servers, system security, antivirus services, spyware, network systems, network printers, firewalls, Active Directory, Digital Sentry Security, etc.; expedites problem resolutions to meet system availability requirements; and assists in Developing and documenting standards and procedures for the county applications.

Performs database maintenance and problem resolution on assigned systems/programs; provides data extraction; identifies redundancies among existing and proposed technology and makes suggestions; provides database development and support for one or more of the application platforms utilized by the county.

Provides leadership in defining, designing, and implementing innovative business processes to improve organizational performance using IT solutions; assists departments with the analysis of processes for delivering programs and services; assists in identifying performance gaps, develops a focus on appropriate activities for business process improvement, and makes recommendations for improvement; identifies synergies among technology-oriented projects across the business departments to drive quality and value creation for the county; and develops complex business cases.

Provides project management services following the Life Cycle of Demand management processes and policies of the P3 office on specified initiatives; creates processes and project documentation.

Monitors and analyzes system/network data for system/network problems; documents and tracks the systems and writes reports on issues; researches problems and recommends appropriate action.

Prepares functional and technical design documents; develops packages, procedures and reports; recommends software, hardware, and other changes to obtain more effective overall changes, as well as various programming tools to compile, test, and prepare programs; maintains a keen awareness of IT capabilities and initiatives; provides technical knowledge during implementation of technical IT architecture; consult with other IT personal to ensure enterprise-wide functionality; and creates and maintains detailed documentation of architectural designs and deployments.

Researches, evaluates, and recommends new technologies to fit the IT Strategic Plan and continues to develop expert knowledge in various areas.

Assists users in data reporting through developing reports, ad hoc queries, automated queries, and alerts.

Performs application development work by following the Software Development Life Cycle (Analysis, Design, Development, Testing, Documentation, Implementation, and Support) and IT department standards; uses expert debugging techniques to test applications and/or data model; maintains Internet and Intranet applications within various development environments; and develops and provides integration into other county systems and applications using various languages (e.g., application, database and web analysis, design, and development), including upgrades, testing, documentation, and security and monitoring.

Works the days and hours necessary to perform all assigned responsibilities and tasks. Must be available (especially during regular business hours or shifts) to communicate with other employees, supervisors, customers, vendors, and any other person or organization with whom interaction is required to accomplish work and employer goals.

Performs other related duties as required or assigned.

Minimum Qualifications
Requires equivalency of a bachelor's degree in computer sciences or a related field and three years advanced level IT applications experience. Experience in a medium to large service industry organization is essential. Incumbent must have a valid driver's license and reliable means of transportation for the performance of work responsibilities.

Supervisory Controls
The employee is under the supervision of an IT Manager. The IT Manager will make work assignments via verbal and/or written instructions and will provide assistance to others as required, such as work direction and training to other IT professionals. Work may occasionally be reviewed for adequacy and compliance with policies and/or instructions.

 

Core Competencies and Abilities
Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.

Communication - Is always clear about what we're doing and why we're doing it.

Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.

Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.

Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.

Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.

Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.

Knowledge – Knowledge and basic experience in the disciplines of solutions (applications) development and cross solution integration that deliver functional.

Knowledge of Project Management methods adhering to Scott County's PMO P3 office standards to effectively deliver their assigned projects.

Knowledge and experience in IT Service Management (ITSM) processes for release and change management that minimize business disruptions and meet service performance expectations.

Knowledge of county key technologies, including: MS SQL Server, MS SharePoint, Web-Related Technologies, Relational Database Technologies, and multiple Programming Languages.

Knowledge of application development and/or database design/data modeling methodologies and tools utilized by the county.

Knowledge of advanced principles, theories, and techniques of process management for business process improvement and reengineering.

Knowledge in technology and industry solutions including office automation, data processing techniques and practices, software development methodology, forms and records management.

Knowledge of statistical, analytical and research concepts and methods.

Knowledge of the principles and techniques of planning and budgeting for projects and initiatives.

Knowledge of program evaluation methods.

Knowledge of relationships between internal and external agencies and governing entities.

Knowledge of e-business applications, and/or content management systems, MS Project, Microsoft Office, Visio, graphics software.

Knowledge of ITIL Service Management and its service and delivery components.

Abilities – Ability to work in a team environment and effectively work with both technical and functional staff

Ability to remain flexible without losing focus on priorities, deadlines, and customer service perspective.

Ability to work under the pressure of time constraints and frequent interruptions.

Ability to evaluate and recommend new technologies to support the county business functions in the short and long term; including system architecture, application architecture and database architecture.

Ability to apply systems thinking to public sector programs to try to streamline and improve processes.

Ability to gather, analyze, document and communicate information appropriately based on project goals and audience are valuable skills.

Ability to lead and manage large enterprise-wide projects to completion and to plan, monitors, and review tasks for adherence to schedule and overall quality.

Ability to develop and present information for routine business and project analysis; ability to express complex technical concepts effectively, both verbally and in writing.

Ability to work well with people from different disciplines with varying degrees of technical experience.

Ability to initiate and implement problem resolution, escalating issues appropriately.

Ability to work independently without close supervision.

Ability to speak, present, and interact in public arenas with composure, professionalism, and discretion.

Ability to use MS Office software for the performance of essential duties.

Ability to use appropriate discretion in dealing with matters of a confidential nature.

Work Environment and Physical Demands
Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting.

Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, stooping, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 35 pounds on a routine basis in handling files and equipment necessary for performing the essential duties of the job.