Description This role is responsible for supporting, maintaining, and enhancing enterprise application systems by coordinating software updates, troubleshooting issues, developing documentation, and partnering with internal departments to optimize business processes. The position serves as a key liaison between end users, IT staff, and software vendors to ensure applications remain reliable, secure, and aligned with organizational needs.
Key ResponsibilitiesApplication Maintenance & Vendor Coordination- Maintain ongoing communication with application vendors to ensure systems remain current with all patches, updates, and hotfixes.
- Coordinate the evaluation, testing, and deployment of software updates across supported applications.
- Participate in technical solution design and provide input on system enhancements.
Technical Support & Issue Resolution- Troubleshoot reported application functionality issues and develop remediation plans and procedures.
- Serve as backup support for designated application specialists to ensure continuity of operations.
- Perform additional duties as required to support organizational needs.
Business Analysis & Process Improvement- Conduct comprehensive analysis of existing business processes and document opportunities for improvement.
- Translate business requirements into technical specifications for system enhancements and custom reports.
- Assist in developing bid requirements for software upgrades and review vendor submissions for compliance.
Reporting & Data Support- Coordinate the development, testing, and implementation of new production and ad hoc reports.
- Support end users in creating and maintaining ad hoc reports and converting reporting needs into technical requirements.
Training & Documentation- Develop, maintain, and update training materials for supported applications.
- Identify gaps in user understanding and assist in creating supplemental training courses or video clips.
- Produce and distribute communication materials such as FAQs, tips and tricks, and patch/version updates.
Collaboration & Customer Engagement- Provide analytical and technical guidance to departments regarding application functionality and business needs.
- Consult regularly with IT staff and departmental stakeholders on application usage, testing procedures, and system improvements.
- Support business continuity efforts and participate in emergency response activities when required to maintain essential services.
Requirements Knowledge & SkillsKnowledge- Organizational structure, operations, policies, and procedures.
- Capabilities and limitations of computer systems, system design techniques, programming concepts, hardware/software platforms, and operating systems.
- Business processes, budgeting, office operations, and general business theory.
- Project management principles and best practices.
- Application of IT solutions to business problems and alignment with organizational goals.
- Federal, state, and local regulations related to IT, procurement, and bidding processes.
- Data system terminology, program flowcharts, and systems communication methods.
Skills- Exercising diplomacy, fairness, sound judgment, and professionalism in complex situations.
- Planning, organizing, and monitoring work to meet departmental goals.
- Clearly presenting and interpreting complex technical information to non-technical audiences.
Position Requirements- Business Analysis
- Call Center Customer Service
- Document Review
- Agile/Scrum
- Gap Analysis
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