Application Support Analyst

Centennial, CO, United States

APPLICATION SUPPORT ANALYST (On-site)

(Open Until Filled)

Reports To: Technology Manager

Division: Internal Services/IT

FLSA Classification: Exempt

SALARY: $101,047

SALARY GRADE: 15

South Metro Fire Rescue (SMFR) is currently accepting internal and external applications for Application Support Analyst.

This is an on-site position not available for remote work.

All candidates interested in applying are required to submit a cover letter with an explanation of interest, qualifications, and possible contributions to the position.

GENERAL POSITION SUMMARY

The Application Support Analyst supports the Technical Services Division in implementing and maintaining applications utilized across the District in a manner consistent with organizational values. This position works collaboratively with users and Technical Services personnel to ensure computers, mobile devices, applications, and services are available and operational across the district.

ESSENTIAL DUTIES AND RESPONSIBILITIES (The following statements are illustrative of the duties and responsibilities of the position and do not list every duty that may be required of the employee for this position. The District retains the right to change the duties and responsibilities of the position at any time without notice.)

Implements and maintains SAAS systems and technology resources (Accela, Image Trend, Dynamics Finance, UKG Pro, UKG Telestaff, Azure, Office 365, and others) utilizing department policies and best practices to ensure security and compliance of systems and data across the department.

Communicates effectively with internal and external stakeholders to define system requirements and goals; participates in intra-departmental meetings to understand technical challenges, opportunities, and contention points.

Extracts and downloads data from centralized applications; reviews and analyzes effectiveness of current and proposed systems and develops strategies for improving or leveraging applications; modifies existing programs and scripts for input and retrieval of data, conducts analysis, and identifies deliverables for software deployment, enhancement, and system integration projects.

Provides hands-on technology support in assigned department; troubleshoots problems to resolve application issues, performs advanced configurations on systems and applications, implements custom interfaces, reports, and data exchanges, installs and upgrades software, installs hardware, and collaborates with vendor support services when needed.

Creates and maintains detailed application support documentation; provides database structure, query methodology and report writing, training, and support.

Provides project schedules with task-level detail and associated timelines and manages vendors and IT resources to accomplish departmental plans.

Composes vendor scope documents to acquire vendor assistance for application enhancements and deployment support, including processes for governance and change management.

Monitors, supports, and executes third party upgrades to maintain enterprise applications, as needed.

Utilizes IT department shared professional resources and technology for optimal experience and development of IT staff and services.

Maintains high level of customer support; prioritizes IT and communication service issues submitted to the service desk; answers phone calls, assigns and troubleshoots service desk tickets; identifies computer, printer, application, and network problems and works toward resolutions.

Participates in an on-call rotation providing after-hours support during evenings and weekends, as needed.

Perform other duties as required or assigned.

MINIMUM QUALIFICATIONS

EDUCATION, EXPERIENCE, LICENSES & CERTIFICATIONS (An equivalent combination of education, training, and experience that demonstrates the ability to perform the duties of the position is qualifying.)

Bachelor’s Degree in computer science, information systems, or a related field and three (3) years of experience in supporting information technology systems is required.

Experience with Structured Query Language (SQL), JavaScript, and Software as a Service (Saas) applications is preferred.

Experience with Accela Permitting software or other permitting, licensing, or governmental applications is preferred.

Possess and maintain a valid Colorado Driver’s license with an acceptable driving record in accordance with the SMFR’s Driving Records Policy.

Must obtain CPR certification within one (1) year of hire.

NECESSARY KNOWLEDGE, SKILLS AND ABILITIES

Ability to demonstrate strong customer service orientation.

Ability to support SaaS applications and manage vendor agreements.

Excellent general-purpose computer knowledge and computer skills.

Ability to manage multiple projects simultaneously, respond to changing priorities, work with frequent interruptions, and adhere to deadlines in stressful situations.

Ability to provide clear concise verbal and written instructions to other employees and supervisors.

Ability to maintain collaborative relationships with SMFR personnel with the express purpose of aiding and increasing efficiency.

Skill in verbal and written communication and the ability to comprehend broad

and complicated conceptual ideas or strategies and implement such ideas or strategies.

Ability to prepare clear, concise, and accurate reports, correspondence, and other written materials.

Ability to work independently and set priorities.

Ability to interact well with a diverse population with outstanding interpersonal and communication skills.

Ability to exercise sound independent judgment and initiative within established guidelines.

Strong understanding of the SMFR’s goals and objectives in addition to SMFR’s standard concepts, practices, and procedures.

Ability to work with confidential and sensitive information and exercise discretion and judgment on sharing such information.

Knowledge of business principles and office practices and procedures including business writing and mathematics, report and correspondence development, records management; and basic bookkeeping.

Knowledge of modern office practices and procedures.

SUPERVISION RECEIVED

Works under the general supervision of the DevOps/GIS Manager.

SUPERVISION EXERCISED

None.

EQUIPMENT AND SYSTEMS

Requires frequent use of personal computer, including various software packages, database and spreadsheet programs, telephones, mobile computers, copy machines, cameras, and other general office equipment.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly in a sedentary position. The employee may also be required to perform climbing, balancing, stooping, kneeling, crouching, crawling, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, feeling, talking, hearing, seeing and repetitive motions. Requires nimbleness of hands for typing and writing. May be required to lift up to 25 pounds.

WORK ENVIRONMENT AND GENERAL INFORMATION

While performing the duties of this job, the employee primarily works in a climate-controlled office environment.The noise level in the work environment is usually moderate.

BENEFITS

South Metro Fire Rescue’s compensation philosophy is designed to attract and retain highly skilled and motivated employees. As such, SMFR’s compensation is more than base pay. All regular fulltime SMFR employees enjoy a total compensation package including: base wages, leave accruals, medical, dental, vision and life insurance employer paid premiums, Retiree Health Savings, Death & Disability and employer paid pension contributions as well as a positive work culture including a robust Fitness, Wellness and Rehabilitation Program, educational opportunities and support, job security and other positive non-monetary values which are intended to collectively position SMFR as an employer of choice in its geographic area. SMFR recognizes that being an employer of choice has different meaning to different people depending on what elements a person highly values. But SMFR's overall goal is to be a great place to work.