Systems Management Specialist - Health and Human Services

Job Summary

Assists multiple county business units in evaluating, identifying requirements, planning, re-designing, and implementing software solutions, or by providing analysis services to continually innovate for creative solutions. Understands the business unit’s software systems, processes, and procedures in order to identify gaps and enhancement opportunities and makes recommendations to operate efficiently. Provides support to enhance systems reliability and customer experience. Provides guidance in dealing with complex analysis, technical duties, and operational issues related to software. Performs system administration and training, creates and maintains reports, documents, and logs ensuring stable operation of various software systems (e.g., Social Services Information System (SSIS), VMware Horizon, Traverse Document Management System, Scott Client Master Identification (SCMID), SharePoint Online, etc.). Collaborates with internal and external stakeholders in testing processes, troubleshooting issues, and change management and participates in decision making for successful implementation of software. Assists others by creating help guides and training videos and participates throughout the adoption process of new enhancements, upgrades, and projects. Provides detailed technical support to the HHS division for software systems, equipment, and staff throughout onboarding process ensuring limited interruption. Works in partnership with IT staff in supporting the HHS division.

Job Description

ESSENTIAL DUTIES

• Systems administrator who manages and maintains various systems/databases (e.g., Social Services Information System (SSIS), VMware Horizon, Traverse Document Management System, Local Collaborative Time Study (LCTS), Social Services Time Study (SSTS), etc.) including upgrades, patches, version changes, and testing of features; coordinates with others; troubleshoots; and works with others to provide training and ensure the most up-to-date processes/information is shared/distributed. Recommends updates/changes as needed. 
• Analyzes and re-engineers business processes by continuously monitoring and identifying business process redundancies, procedures, and integration inefficiencies. 
• Creates process maps and Current State Definitions (CSD) to better understand the department’s needs for reporting, documenting business requirements. 
• Creates and maintains various documents and reports.
• Serves as the main point of contact for various software programs.
• Analyzes data and provides training to Social Services staff on best practices in programs and systems as well as the Social Services Time Study (SSTS) ensuring staff have high level of understanding of time study coding to maximize revenue.
• Provides detailed technical support to staff, software, and equipment ensuring limited downtime. Collaborates with county IT staff to safeguard quick results. Pays special attention to the onboarding process and newly hired staff ensuring a successful start. 
• Responds to records requests; compiles and organizes documents, redacts confidential data as dictated by statute.
• Works the hours and/or shifts assigned and begins and ends work on time. 
• Performs other related duties as required or assigned.

MINIMUM QUALIFICATIONS

Requires equivalency of a high school diploma, one year post-secondary education, and four years of progressively responsible and complex business analysis experience in a medium to large government or service-industry organization. Preference given for experience in project management, software administration, and process analysis and design. A reliable means of transportation is required for the performance of work responsibilities.

SUPERVISORY CONTROLS

The employee is under general guidance and direction from the Administrative Services Director. With considerable allowance for independent judgment, work is performed according to established procedures and supervisor consultation for difficult or unusual problems as they occur. Work is reviewed for accuracy and quality through observation, examination of records and reports generated, and meetings.

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 in technology and industry solutions, including office automation, data processing techniques and practices, software development methodology, forms and records management.  
• Knowledge of relationships between internal and external agencies and governing entities.  
• Knowledge of statistical, analytical, and research concepts and methods.  
• Knowledge of addressing processes and GIS.  
• Knowledge of content management, asset management, systems documentation, and technical writing.  
• Knowledge of productivity software packages including Microsoft Office, Visio, Adobe, Video editing, and graphics.  
• Knowledge of project phases, coordination, testing, and implementation.  
• Knowledge to explore and adopt new technologies and processes with the goal of improving service and reducing the long term cost of service delivery.  
• Knowledge of applications, database design, data modeling, and system interfaces.  
• Ability to work in a team environment and work effectively with both technical and functional staff from different disciplines/experience, including external collaborative entities, vendors and users 
• Ability to remain focused on priorities, deadlines, and customer service.  
• 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.  
• Ability to apply systems thinking to public sector programs to try to streamline and improve processes.  
• Ability to develop and present complex technical concepts effectively, both verbally and in writing. 
• Ability to initiate and implement problem resolution, escalating issues appropriately.  
• Ability to provide technical assistance to others through experience, trouble-shooting and problem-solving.  
• Ability to analyze and identify valuable data from departments to create dashboards and/or write reports that allows easy consumption of data by business units and gain efficiencies. 
• Ability to work without close supervision.  
• Ability to create training documents and train others in use of systems and software.  
• Ability to speak and interact in public arenas with composure, professionalism, and discretion. 
• Ability to use MS Office software for the performance of essential duties.

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.  

SELECTION PROCESS

Selection for this position will be based on a minimum qualifications screening and rating of training and experience. Top candidates will be forwarded to hiring manager or supervisor for consideration for interview and/or additional assessments. Final selection will include a background check and approval by the County Board.