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Senior Systems Support Analyst

IT SYSTEMS TECHNICAL SPECIALIST

Recruitment #26-006659-0002

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Introduction
 
When you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than 1 million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults.
 
We aim to deliver services so that we more quickly meet the needs of the people we serve. At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind. 

This is a full-time contractual position.

GRADE

21

LOCATION OF POSITION

Maryland Department of Human Services
Office of Technology Human Services
1100 Eastern Blvd
Baltimore, MD, 21221

Main Purpose of Job

The primary role of this position is to plan, design, evaluate, and provide advanced Tier 3 technical support and systems engineering expertise within the Eligibility Systems Pillar of the Office of Technology for Human Services (OTHS). The position provides high-level technical problem analysis, application diagnostics, database queries, and root-cause resolution for critical web-based systems hosted on the AWS cloud environment (MD THINK platform). This position directly supports the core Eligibility Systems,

POSITION DUTIES

  • Perform advanced troubleshooting for specialized eligibility systems: E&E, OHEP, WORKS, MORA, and LTC within the AWS/MD THINK.
  • Provide critical off-hour coverage to handle emergency system outages, monitor production environments, and validate hotfixes.
  • Conduct in-depth research, system diagnostics, and root-cause analysis into complex application and database errors escalated from Tier 1 and Tier 2 help desks across the state.
  • Develop highly comprehensive technical test plans, matrixed test cases, and regression scripts within Agility/JIRA based on complex user stories and bug validation criteria.
  • Analyze test execution logs and upload screen captures, trace records, and system behavior data into verification tools.

MINIMUM QUALIFICATIONS

Experience: Seven years of experience designing, developing, testing, implementing and maintaining application, communication, database or operating systems software.

Notes:
1. Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate and thirty credit hours from an accredited college or university in Computer Science, Computer Technology, Management Information Systems or other information technology-related field to include coursework in application, communication, database or operating systems software technology for four years of the required experience.

2. Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate and one year of experience designing, developing, testing, implementing and maintaining application, communication, database or operating systems software for four years of the required experience.

3. Candidates may substitute experience operating computer systems; or scheduling, controlling input and output to process data on computer systems; or evaluating, implementing and maintaining computer hardware and software; or converting data from project specifications by developing program code using generally accepted computer programming languages on a year-for-year basis for a high school education.

4. Candidates may substitute the possession of a Bachelors degree from an accredited college or university in Computer Science, Computer Information Technology, Management Information Systems or other information technology-related field to include coursework in application, communication, database or operating systems software technology and three years of experience designing, developing, testing, implementing and maintaining application, communication, database or operating systems software for the required experience.

5. 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

  • One year of experience using JIRA, Agility, or a similar issue-tracking tool to create technical test plans, track software bugs, or manage product backlog items.
  • One year of experience using SQL or similar database query tools to perform backend troubleshooting, root-cause analysis, or data anomaly isolation.
  • One year of experience providing advanced Tier 3 technical support, system validation, or incident management for web-based applications hosted in a cloud environment (such as AWS).
  • One year of experience must have involved providing advanced Tier 3 technical support, performing root-cause analysis on escalated application bugs, and querying backend databases to isolate data anomalies or system bottlenecks.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.  We will not consider information submitted after this date.  Successful candidates will be placed on the employment (eligible) list. The resulting list may be used for future vacancies with this agency or other state agencies.

BENEFITS

Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program, have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents. As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.

Leave may be granted to a contractual employee at a rate of one hour for every 30 hours worked, not to exceed 40 hours per calendar year.

FURTHER INSTRUCTIONS

The online application process is STRONGLY preferred. If you are unable to apply online, you may mail a paper application and supplemental questionnaire to, Department of Human Services, Recruitment Services Unit, Attn: Mario West, 25 S. Charles Street 1115-J, Baltimore, Maryland 21201.

All mailed documents must include the applicant's name and the job number and must be received by 5 p.m. on the closing date. Resumes will NOT be accepted in lieu of completing the application.

If additional information is required, the preferred method is to upload. If unable to upload, please email requested information only to mario.west2@maryland.gov. Only additional materials that are required will be accepted for this recruitment. All additional information must be received by the closing date and time. 

If you have any questions concerning this recruitment process for this position, please contact 410-767-6081.  

TTY Users: call via Maryland Relay.

If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division, at 410-767-4850 or Application.Help@maryland.gov. 

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.


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