Job Summary
The City of Joliet, located just 45 minutes southwest of Chicago, is the 3rd largest city in Illinois, with a population of over 150,000. Joliet is a river city with a historic downtown, two casinos, and various attractions, such as the Rialto Theatre, Old Joliet Prison, Illinois Rock and Roll Hall of Fame, and the Slammers Baseball Stadium, to name a few.
Joliet is currently seeking a talented individual to join our team as an Application Support Analyst to deliver support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives.
Responsibilities of this position include: troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The Application Support Analyst is also responsible for assisting in the design, delivery and improvement of in-house software applications, training programs, and related courseware.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Strategy & Planning
· Create and deploy feedback mechanisms for end users. Analyze results, make recommendations for support process improvement, and implement changes.
· Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
Acquisition & Deployment
· Conduct research into software application products and services in support of development and purchasing efforts.
· Provide support for the testing of new and existing software applications under development or consideration for purchase.
Operational Management
· Field incoming problem tickets from end users to resolve application and software issues.
· Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
· Works as a liaison between application users and application vendors to facilitate service for problem reporting and resolution, service request management, and project and resource coordination.
· Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
· Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
· Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
· Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
· Maintain and enhance performance of all new and existing software and applications across the organization.
· Identify and learn appropriate software applications used and supported by the organization.
· Participate in coordination with department and division heads to assess departmental application training needs and objectives.
· Participate in the design, development, and delivery of software applications training programs and individual classes.
· Post system and process documentation and frequently asked questions on city knowledge base resources to assist in problem resolution.
· Perform preventative maintenance, including the installation of service packs, patches, hot fixes, and so on.
· Apply diagnostic utilities to aid in troubleshooting.
· Provide guidance to junior members of the team.
· Comply with all security Standard Operating Procedures (SOPs) to protect organizational data and IT systems.
· Be available for all IT incident responses and follow the instructions of the IT leadership during emergencies.
Experience
MINIMUM QUALIFICATIONS
Formal Education
· College diploma or university degree and/or three years equivalent work experience.
Knowledge & Experience
· In-depth, hands-on knowledge of and experience with enterprise and desktop applications, including public sector administration software, document management systems, web content management systems, and M365 productivity tools.
· Hands-on knowledge of or experience with enterprise database management software and applications including MS SQL/Server, SQL Server Reporting Services, and SQL Server Analysis Services.
· Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
· Able to develop and interpret technical documentation for training and end user procedures.
· Knowledge of trends in technology relating to software applications.
· Knowledge of or experience with building and maintaining databases for query and problem tracking.
· Good understanding of the organization’s goals and objectives.
Personal Attributes
- · Highly self-motivated and directed.
· Ability to absorb new ideas and concepts quickly.
· Effective analytical and problem-solving abilities.
· Ability to effectively prioritize and execute tasks in a high-pressure environment.
· Ability to conduct research into software development and delivery concepts, as well as technical application issues.
· Ability to present ideas in business-friendly and user-friendly language.
· Very strong customer service orientation.
· Excellent written, oral, interpersonal, and presentational skills.
· Experience working in a team-oriented, collaborative environment.
SPECIAL REQUIREMENTS
Valid State of Illinois Class D driver’s license.
SALARY AND BENEFITS
Besides a competitive salary, we offer a quality benefits package including health insurance, paid sick and vacation time, life insurance, flexible spending account, and retirement plans just to name a few. On top of paid time off, the City of Joliet celebrates thirteen holidays.
Job Type: Full-time
Pay: $70,000.00 - $111,982.00 per year
Benefits:
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person