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Elections Support System Associate

2 months ago


Atlanta, Georgia, United States GeorgiaGov Full time

JOB SUMMARY: Under general supervision, the Elections Support System 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 collaborate closely with the Voter Registration Development Support Specialist to coordinate and disseminate responses to county and state election officials when specific issues reported by those users are entered into the development lifecycle. Additionally, this position will engage with the Elections Information Systems & Database Manager in communications with the Election Services Manager and other Elections Division personnel to share critical information regarding updates and enhancements to the systems.

ESSENTIAL DUTIES and RESPONSIBILITIES:

· Acts 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 drafts documentation of program development and subsequent revisions, incorporating comments in the instructions.

· Writes or contributes to instructional guides and manuals to inform system end users.

· Utilizes strong written and interpersonal communication skills.

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

· Participates in documenting systems to ensure 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 other duties as assigned to support the Elections Information Systems & Database Manager.

KNOWLEDGE, SKILLS & ABILITIES:

· Knowledge of 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.

· Ability to convey technical information to a targeted audience.

· Familiarity with the change management process of the agency.

· Understanding of system design.

· Knowledge of the application and associated business processes.

· Ability to read and interpret system specifications.

· Proficient in reading and interpreting technical documents, as well as operation, policy, and procedure manuals.

· Ability to organize work, establish priorities, meet deadlines, and follow up on assignments with minimal supervision.

· Working knowledge of Microsoft products, including Word, Outlook, and Excel.

· Familiarity with iOS devices, including iPad.

· Ability to document system modifications and comply with business standards.

· Ability to handle sensitive data with discretion.

· Ability to work under tight deadlines and multitask 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.