Placer County

To oversee and provide the most difficult or complex technical and functional support to users of automated state public assistance systems; to analyze, investigate, resolve, and coordinate the resolution of complex system related case problems or issues; and to exercise technical and functional supervision over other staff members as assigned.

This is the advanced journey level class in the Software Application Support Specialist series. Positions at this level are distinguished from the journey level class within the series by the level of responsibility assumed, complexity of duties assigned, and independence of action taken. Employees in this classification perform the more difficult and responsible duties within the series requiring specialized knowledge and abilities, including acting in a lead capacity. Employees at this level are required to be fully trained in all procedures related to automated state public assistance systems.

Receives general supervision from an assigned supervisor.

Exercises technical and functional supervision over technical and clerical staff.

Duties may include, but are not limited to, the following:

• Provide complex program and technical support to end users who utilize automated state public assistance systems; defines, evaluates, analyzes, and documents problems with these systems and proposes solutions related to automated state public assistance systems functions.
• Identify knowledge gaps of system’s end-users or trends and topics related to system functions; prepare instructional materials, user hints, and guidelines; provide feedback to system users and supervisors concerning error trends and tips for problem avoidance and resolution.
• Assign, review, and coordinate work performed by subordinate staff.
• May recommend the appointment of personnel; provide or coordinate staff training; provide standards and operating guidelines.
• Conduct training pertaining to the use of new applications or systems for all users across the department.
• Prepare, draft, revise, and organize complex technical documents and communications, procedural plans, reports, correspondence, and other documents; analyze and recommend modifications to procedures and documentation; establish and maintain files and records as appropriate
• Assist subordinate staff in resolving complex system and/or application issues where detailed knowledge of the system and/or application is required; function as a technical subject matter expert assisting staff in the interpretation of system requirements and applicable regulations.
• Analyze rules, regulations, or systems to identify and advise management of their impact on current systems and/or operations; provide input and recommendations on necessary revisions and facilitate implementing changes.
• Investigate, resolve, and coordinate resolutions of end-user errors and system use, access, operations, and application problems; develop system workarounds as necessary.
• Serve as the County’s Primary Point of Contact (PPOC) for automated state public assistance systems; attend and participate in various statewide committee meetings and workgroups regarding assigned functions.
• Develop business processes to be incorporated into the automated state public assistance system design; review proposed change requests; provide feedback and recommendations to project team and program managers; advocate for support of County’s requests for changes in functionality.
• Analyze and review complex technical automated state public assistance system issues and changes which require a high level of skill, judgment, and expertise; make recommendations on a broad spectrum of administrative and program-related topics.
• Oversee and perform application support duties such as monitoring or adding applications/users/devices, modifying user profiles, re-setting passwords, and performing file maintenance; set up security and access permissions for internal and external users consistent with County policies and procedures.
• May perform application related troubleshooting including identifying causes for slowdowns, lock ups, and log-in problems and resolving at immediate level.
• Coordinate project activities with automated state public assistance systems vendors; maintain effective communications with users regarding vendor activities; ensure compliance with County specifications; drive resolution of identified software defects and deficiencies.
• Perform various quality assurance activities; test, troubleshoot, and debug system issues; prepare and execute testing plans to validate functionality and resolve issues.
• Perform specialized assignments or projects as determined by the needs of the department.
• Build and maintain positive working relationships with co-workers, other County employees, outside vendors, government agencies, and the public using principles of good customer service.
• Perform related duties as assigned.

Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying.  A typical way to obtain the required knowledge and abilities would be:

Experience: Two (2) years of increasingly responsible technical or operational experience performing duties similar to a Software Application Support Specialist.

Training: Equivalent to an associate’s degree from an accredited college or university with major course work in computer science, business, office technology or a field related to the assigned department system or application.

Required License or Certificate:
Possession of, or ability to obtain, a valid California driver’s license may be required.  Proof of adequate vehicle insurance and medical clearance may also be required.