PHID IT Liaison

Job Description:
Under the supervision of the Public Health Informatics and Data Exchange (PHID) Unit Director, the PHID Information Technology (IT) Liaison will work with the PHID team to deliver technical application analysis, support, problem resolution, testing and training for IT initiatives. Work involves participating in multiple development, test, maintenance, and training projects contributing as an individual and in a team environment. The IT Liaison
performs highly advanced and/or supervisory (senior level) computer systems support work. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment. Oversee the delivery of technical support for agency employees and other end users to ensure that problems and requests have been appropriately documented and resolved in a timely manner; and provide assistance in researching and resolving escalated problems, including the most complex and/or critical technical problems.

Essential Job Functions:
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

(45%) Analyzes application, system software, and hardware problems to determine impact, trends and establish procedures to prevent the reoccurrence of the problems. Maintains and tracks assigned problem tickets to issue resolution and provides appropriate reporting to management and team as required. Creates application and/or process documentation as required.

(25%) Assists in the identification, analysis, and resolution of application problems. Works with the users and team members to research the specifics and causes of problems. Notifies the team of identified trends and documents appropriately. Serves as a contact point for the program to receive and process change requests as required in support of their ongoing needs. Works independently and as a member of the team to obtain clarification of problems, determine solutions and prioritize corrective action.

(15%) Serves as a member of the team in ensuring ongoing application functionality in support of daily operations. Conducts testing and provides clear and concise documentation of results. Works to analyze and test the boundaries of the system to ensure system stability. Coordinates with management and the team lead on establishing work priorities of the various team initiatives and assigned duties.

(10%) Assist in the research of tools and processes to support problem resolution and ongoing system availability. Provide analysis and reports as needed detailing possible areas of improvement in key areas of support; as well as other duties as assigned to include but are not limited to actively participating and/or serving in a supporting role to meet the agency’s overall obligations for support and continuity of operations. Such participation may require an alternate shift pattern assignment and/or location.

(5%) - Other duties as assigned. (Note: For DSHS positions this includes but is not limited to actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.)
Knowledge Skills Abilities:
• Knowledge of effective management principles.
• Knowledge in project management theories and practices applicable to mid-to-large-sized scope projects.
• Knowledge of project management theories of systems and procedures used to evaluate a third-party vendor's performance.
• Knowledge of related state and federal laws, regulations, policies, rules and requirements. • Knowledge of process improvement or quality assurance systems.
• Knowledge of strategic planning, budget management and human resource management.
• Knowledge of ITSM principles and experience in DevOps environment to manage projects related to operational support.
• Skill in communication and public speaking.
• Skill in managing multiple and competing priorities.
• Skill in identifying problems, evaluating alternatives, and implementing solutions.
• Skill in working collaboratively and cooperatively with diverse groups.
• Ability to exercise sound judgment in making critical decisions.
• Ability to analyze complex information and develop plans to address identified issues.
• Ability to communicate orally and in writing.
• Ability to plan, assign, and/or supervise the work of others.
• Ability to establish goals and objectives.
• Ability to effectively manage, motivate and build effective work teams.
• Ability to interpret data and develop effective operating procedures.
• Ability to organize and present information effectively, both orally and in writing.
• Ability to evaluate reports comprehensively and accurately.

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