GRADE
16
LOCATION OF POSITION
This position is located in the Office of State Procurement for the MD Department of General Services, at 301 W. Preston Street, Baltimore, MD 21201.
Main Purpose of Job
This position supports the eProcurement solution (eMaryland Marketplace Advantage, “eMMA”) helpdesk under the direction of the IT Technical Support Specialist Supervisor in the eCommerce Management Bureau of the Department of General Services’ Office of State Procurement (DGS OSP). It will serve as a Tier 1 technical support and Tier 2 system administrator of Maryland’s statewide eProcurement solution (eMMA).
Duties for this position include, but are not limited to:
• Serve as a customer service agent in responding to customer feedback and requests for support, and as a system administrator in managing remedies, fixing bugs, improving user experience, and system function.
• Provide customer service support for the eMMA helpdesk by providing service including, but not limited to: Perform remote troubleshooting through diagnostic techniques and pertinent questions; Record events and problems and their resolution in logs; Provide accurate information on IT products or services; Identify and suggest possible improvements on procedures
• Support the implementation, development, and solution architecture of the eMMA application platform.
• Assist in requirements gathering and documentation to meet current and future business needs and support implementation of system configurations and programming changes.
• Assist in maintaining underlying system architecture including code, configurations, structures, data elements, queries, file systems, and integrations with supporting and complementary systems.
• Develop and maintain a deep technical and functional expertise in the eMMA platform tool including staying current in all Ivalua Solution training and certifications.
• Document all system changes, developments, and configurations for continuity of service, disaster recovery, training supplemental material, and regular audits.
MINIMUM QUALIFICATIONS
Experience: One year of experience maintaining and modifying operating systems for multipurpose, multi-tasking computers.
Notes:
1. Candidates may substitute thirty credit hours from an accredited college or university in Computer Information Technology, Computer Science, Management Information Systems or other information technology related field to include course work in machine or assembler computer languages, and operating system and data communication technology for multipurpose, multi-tasking computers for the required experience.
2. Candidates may substitute experience operating multipurpose, multi-tasking computer systems; or scheduling, controlling input and output or maintaining a tape library to process data on multipurpose, multi-tasking computer systems; or converting data from project specifications by developing program code using third generation computer programming languages; or designing, developing and maintaining communications networks on a year-for-year basis for a high school education.
3. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university in Computer Information Technology, Computer Science, Management Information Systems or other information technology related field to include course work in machine or assembler computer languages, and operating system and data communication technology for multipurpose, multi-tasking computers for the required experience.
4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Computer Systems Operations classifications or Computer Systems Operations specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.
DESIRED OR PREFERRED QUALIFICATIONS
Preference will be given to applicants that possess the following preferred qualification(s). Include clear and specific information on your application regarding the qualifications.
• Knowledge of computer systems, hardware, and software.
• Good problem-solving, analytical, and team-working skills.
• Excellent communication and interpersonal skills.
• An openness to learning new technologies.
• Intermediate knowledge in business enterprise reporting and analytics.
• Experience with one or more of the following: Oracle, SAP, PeopleSoft, JDE, Ivalua.
• Experience with procurement and/or supply-chain management concepts.
• Experience with SaaS solutions.
• Experience with SQL Server, PL/SQL, or OLAP Cubes.
• Experience working with a technically diverse client-base from novice front-end users to experienced system architects.
• Experience working with a CSM and/or ITSM software application.
SELECTION PROCESS
It is important that you provide complete and accurate information on your application. Please include all experience and education that is related to this position. All information concerning your qualifications must be submitted by the closing date; information submitted after the closing date will not be considered. Credit is given for relevant part-time, temporary or volunteer experience based on the number of hours worked per week; you must include the time spent on such activities on your application.
Note that for any position requiring a college degree or college credit, you will be required to submit a college transcript prior to being offered a position. You may submit your transcript as part of the application process. The examination for this position will consist of a rating of your education, training and experience related to the requirements of the position. Successful candidates will be placed on the employment eligibility list categorized as BEST QUALIFIED, BETTER QUALIFIED, or QUALIFIED. The eligibility list will be valid for one year and may be extended. The list will be used by the hiring authority to select employees for interviews. Eligible lists may be used to fill future vacancies of the same classification. You MUST possess the minimum qualifications before you may be selected for a State job – verification will be completed upon hire. If you are scheduled to complete an educational or licensing requirement within six months of being placed on the eligibility list, you may participate in the selection process. Permanent State employees may also complete necessary experience requirements within six months of the date of being placed on an eligibility list.
Please note, selected candidates may be required to complete and successfully pass a State and Federal fingerprint background check prior to being hired. You must be legally authorized under the United States Immigration Reform and Control Act to be hired in the position for which you apply.
BENEFITS
FURTHER INSTRUCTIONS
Contact
mojisola.ogungbe1@maryland.gov or call 410-767-4986 with questions about this recruitment. The on-line application process is STRONGLY preferred. Apply online at
www.dgs.maryland.gov – click on Employment on the left side of the screen. If you are unable to submit your application online, please send your paper application to: Human Resources, Dept. of General Services, 301 W. Preston St., Suite 1311, Baltimore, MD 21201 by the closing date and time. TTY Users: call via Maryland Relay
As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.
