Application Systems Manager

Work Hours: Monday – Friday, 8:00 A.M. – 4:30 P.M. (EST)

*Hours may vary due to work assignments, or projects.*

Work Location: The Edney Innovation Center

FLSA Status: This is an Exempt position.

Salary: GS.12 $64,024 - $77,348

Department: Technology Services

CLASSIFICATION SUMMARY:

Incumbents in this classification are responsible for managing and supporting all aspects of assigned software. This position requires technical skills and knowledge that extends across application/server/storage/network technologies to administer large, complex production and testing environments and troubleshoot and provide system level guidance and solutions. This includes general helpdesk support to city users, system maintenance, platform updates, application management, and user training.

SERIES LEVEL:

The Manager Application System is a stand-alone position.

ESSENTIAL FUNCTIONS:

(The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.)

User support on day-to-day functions and engaging application SMEs.

Triaging support requests from users with problem management and root cause analysis by providing application and technical support before engaging managed services.

Managing and prioritizing support requests that have been sent to managed services.

Oversee change management strategy and policy for process improvements and solution changes in assigned software.

Review and verify production and non-production updates, enhancements and testing.

Add and manage users and provision roles and data access sets based on organization-defined data security policies and user role matrix defined by the business.

Update and implement user security and roles within assigned software based on functional documents provided by the project team.

Build custom roles by tailoring assigned software seeded roles as per the business requirement. Build and assist with custom reporting.

Update and implement user security within assigned software.

Review and audit end-user accounts, permissions, and access rights. Align segregation of duties and security profiles.

Understanding and management of system integrations.

Coordination and preparation with the technical trainer on training documentation. Preparation and maintenance of process documentation and knowledge articles. Application governance and strategy as well as creating policies and procedures. Perform service-specific maintenance and administration tasks.

View and monitor service detail and service notifications related to patching/critical updates/downtime.

Manage accounts and subscriptions. Export metric data for a service instance. View account usage and provide reports.

Manage all Service Requests (SRs) for assigned software to coordinate and complete any Administration tasks.

Works with internal staff, third-party vendors, and assigned software to update and communicate environment maintenance schedules, refresh schedules, and outages.

Monitors and communicates system performance metrics and works with internal staff and third-party vendors to resolve any issues.

Coordinates with third-party managed services for support and testing.

Overall system governance.

Must meet regular attendance requirements.

Must be able to maintain good interpersonal relationships with staff, co-workers, managers and citizens.

Must accomplish the essential functions of the job, with or without reasonable accommodations, in a timely manner.

Performs other duties as assigned.

DEPARTMENT SPECIFIC DUTIES (if any):

MINIMUM QUALIFICATIONS:

Bachelor's Degree, Computer Science, Information Technology or Engineering preferred, with a minimum of five (5) years' experience working in assigned software or any equivalent combination of education, training and experience which provides the requisite knowledge, skills and abilities for this job.

Working – advanced knowledge of Google Workspace environment preferred.

LICENSING AND CERTIFICATIONS:

None

KNOWLEDGE AND SKILLS:

Knowledge of assigned software management and how assigned software acquires and manages resources; good understanding of the underlying operating system; knowledge of organizational principles and practices relating to services desk environment; strong communication skills, presentation preparation, and problem-solving abilities to resolve application issues and support requests; strong communication skills with management, development teams, vendors and system administrators; organizational skills, along with the interpersonal and leadership abilities needed to manage application environment and platform responsibilities; self-starter with a strong attention to detail; analytical skills to understand platform requirements, updates, and issue resolutions; strong decision-making and critical skills; ability to handle multiple tasks and project deadlines.

PHYSICAL DEMANDS:

Positions in this class typically require fingering, grasping, talking, hearing, seeing and repetitive motions.

WORK ENVIRONMENT:

Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

SPECIAL REQUIREMENTS:

Safety Sensitive: N

Department of Transportation - CDL: N

Child Sensitive: N

SUPPLEMENTAL INFORMATION:

This position requires pre-employment screening(s) that include: background check / drug screening / lift test / TB screening questionnaire / TB Skin Test / Complete Physical screening / DOT Clearinghouse / HepB Titer / fingerprinting / CJIS check.

The City of Chattanooga, Tennessee is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourage both prospective and current employees to discuss potential accommodations with the employer.

JES