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Elections Support Systems Associate

2 months ago

Atlanta, Georgia, United States GeorgiaGov Full time

JOB SUMMARY: Under general supervision, the Elections Support Systems Associate provides assistance to the Voter Registration System Administrator and the broader Elections Division by serving as Tier #1 support for system issues reported by end users of Georgia's Voter Registration & Election Planning System, GARViS, and all other integrated systems.

This role will also collaborate closely with the Voter Registration Development Support Specialist to coordinate and distribute responses to county and state election officials when specific issues reported by those users are entered into the development lifecycle. Additionally, this position will work with the Elections Information Systems & Database Manager in communications with the Election Services Manager and other Elections Division employees to share critical information regarding updates and enhancements to the systems.

ESSENTIAL DUTIES and RESPONSIBILITIES:

· Serves as the primary contact for the Elections Division staff, including County Liaisons and Investigators, in addressing inquiries related to GARViS and other Elections Information Systems.

· Compiles and documents program development and subsequent revisions, including comments in the instructions.

· Contributes to the creation of instruction guides and manuals to inform system end users.

· Utilizes strong written and interpersonal communication skills.

· Generates reports on ongoing issues with the systems as reported by state and county end users.

· Participates in the documentation of systems to help end users understand system processes and solutions to previous defects.

· Assists in planning and provides written documentation of training sessions conducted with Elections Division staff and county users.

· Collaborates with the Election Information Systems & Database team regarding testing results, delays in testing, or other issues that may impact end users.

· Aids in the implementation and management of an Elections System Ticketing system; troubleshoots with county users to resolve issues raised through the ticketing system or email correspondence.

· Performs additional duties as assigned to support the Elections Information Systems & Database Manager.

KNOWLEDGE, SKILLS & ABILITIES:

· Familiarity with systems, software, and hardware configuration and their application to a system environment.

· Possesses methodical work habits and the ability to work independently.

· Self-motivated to deliver high-quality customer service.

· Demonstrates a strong commitment to accuracy and the ability to anticipate issues before they arise.

· Ability to work effectively within a team.

· Ability to establish and maintain effective working relationships and communications with co-workers, internal/external customers, and department management.

· Proficient in using project management tools to track tasks and responsibilities.

· Capable of communicating technical information to a targeted audience.

· Knowledgeable about the change management process of the agency.

· Understanding of system design and associated business processes.

· Ability to read and interpret technical documents, as well as operation, policy, and procedure manuals.

· Skilled in organizing work, establishing priorities, meeting deadlines, and following up on assignments with minimal direction.

· Proficient in Microsoft products, including Word, Outlook, and Excel.

· Familiarity with iOS devices, including iPads.

· Capable of documenting system modifications and complying with business standards.

· Ability to handle sensitive data with discretion.

· Capable of working under tight deadlines and multitasking to achieve objectives.

SUPERVISORY RESPONSIBILITIES: None required.

MINIMUM QUALIFICATIONS: Some understanding of technical language. Refined customer service skills. Experience with Elections and Voter Registration Systems is required.

EDUCATION REQUIREMENTS: Bachelor's degree from a nationally accredited college or university in computer science or a related field, or an associate's degree in a technical curriculum with at least 3 years of recent relevant experience in an IT or application support role.

Bachelors Degree *and* One (1) year of work-related experience OR Associates Degree in Business Administrative Technology *and* Two (2) years of related work experience. Note: Experience may substitute for the degree on a year-for-year basis.