Software Application Support Specialist - Senior

The Department of Health and Human Services, Human Services Division is seeking to fill a vacancy for the classification of Software Application Support Specialist - Senior. The Software Application Support Specialist - Senior is responsible for the technical and functional supervision of four Software Application Support Specialists supporting department-specific software applications. In the Human Services Division, the main software applications are CalWIN, CalHEERs, ACCESS CalWIN, My Benefits CalWIN, MEDS and the EBT system. The Senior position also works closely with Human Services executive leadership to prepare and deliver responses to the CalWIN consortium on behalf of Placer County and represents Placer County by attending a variety of consortium level meetings.

To oversee and provide the most difficult or complex technical and functional support to users of application software within an assigned department; to act in a lead capacity by assigning, reviewing and coordinating the work of assigned Software Application Support Specialists; and to serve as first point of contact with respect to questions regarding applicable policies, procedures laws and regulations.

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 and the oversight of subordinate Software Application Support Specialist staff. Employees at this level are required to be fully trained in all procedures related to the assigned application system.

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:

• Assign, review and coordinate work performed by subordinate Software Application Support Specialists.
• Track and report to supervisory staff on the performance, progress and training needs of employees; orient and participate in the training of subordinate staff.
• Conduct audits and quality control of assigned system.
• Oversee the development and presentation of staff training, including orienting new users within assigned department regarding specific application uses and operations, and department policies and procedures related to use of the system.
• Assist subordinate staff in resolving issues with a particular application where detailed knowledge of the specific application is required; function as a technical subject matter expert assisting staff in the interpretation of system requirements and applicable regulations.
• Troubleshoot assigned applications and/or systems to ensure functional operation; modify system tables, screens, etc.; develop system workarounds as necessary.
• Prepare modifications to software application policy and procedure manuals and related directives for distribution to users.
• Participate on committees and task forces; attends meetings, conferences and training sessions.
• Record and maintain documentation of reported application software issues or problems; refer as necessary to help desk, developer group or vendor; follow up to ensure trouble ticket issues are resolved before being closed; make recommendations regarding software changes to assigned applications.
• Oversee the preparation data maintenance documents and follow up to ensure completion; prepare information recovery plan.
• Oversee routine applications support duties such as monitoring or adding applications/users/devices, modifying user profiles, re-setting passwords and performing file maintenance; sets up basic user access permissions 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; reset passwords as needed.
• When assigned to support a statewide system, evaluate upcoming changes to programs, regulations or the system; identify potential impacts on current County system and/or processes, provide input on necessary revisions, and facilitate implementing changes.
• Oversee application software maintenance duties, data compaction procedures, disk scanning, and virus screening; oversee the installation and testing of software application patches and upgrades.
• 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, and the public using principles of good customer service.
• Provide after hours technology support as assigned.
• Perform related duties as assigned.

It is the responsibility of applicants to identify in their application materials how they meet the minimum qualifications listed below.

Experience: Two 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.

Applicants receiving their degree outside the United States must submit proof of accreditation by a recognized evaluation agency.

NOTE: Relevant, equivalent experience (performing the same or similar job requiring similar knowledge, skills, and abilities) may be substituted for the required education as determined by the Human Resources Department.

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.

Knowledge of:

• Principles and practices of leadership, motivation, team building and conflict resolution.
• Principles and practices of effective lead supervision, including training staff and the assignment and review of work.
• Training methods and techniques appropriate and effective for application users.
• Principles and practices related to use and operation of computer software applications and related operating systems, including work processes, methods of data entry/retrieval, and system navigation.
• Business processes within a major functional area related to department operations.
• Computer software and hardware error research and correction alternatives.
• Standard procedures used to maintain data integrity and security in networked systems.
• Application execution on a Local Area Network. 
•  Advanced principles and practices of customer service.

Ability to:

• Act in a lead capacity over assigned staff assigned to provide technical and functional support to users of application software and/or enterprise systems within an assigned department; respond to staff questions regarding system requirements, laws, regulations, and department policies and procedures.
• Provide effective technical training and support to users of application software.
• Troubleshoot and assess problems with software and equipment; identify and locate equipment; interpret work orders; remember equipment location and systems; and explain operations and jobs to others.
• On a continuous basis, sit at desk and in meetings for long periods of time; bend, squat, climb, kneel and twist when performing installation or repair of equipment; perform simple and power grasping, pushing, pulling and fine manipulation; and lift 40 pounds or less.
• Assess and develop logical and reliable solutions to problems relating to assigned applications and initiate corrective actions.
• Plan, organize, prioritize and process work to ensure that deadlines are met; organize and manage multiple assignments and priorities.
• Develop, prepare, and present training materials and related documentation to be used on an individual basis and in a classroom setting.
• Understand designated software uses and applications in relation to assigned department’s goals and processes; learn and utilize specialized terminology if needed by the specific assignment.
• Assist in planning and evaluating new systems and equipment.
• Provide on-call service during off-hours, evenings, weekends and holidays.
• Work with various cultural and ethnic groups, customers, co-workers and supervisors in a respectful, tactful and effective manner.
• Communicate technical issues to individuals with varying degrees of computer familiarity.
• Maintain the confidentiality of information encountered in the course of work.
• Work independently in the absence of direct supervision; effectively prioritize work and apply sound time management principles.
• Draw logical conclusions and make proper recommendations.
• Analyze situations quickly and objectively and to determine proper course of action.
• Communicate clearly and concisely, both orally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work.

Training & Experience Rating (100%)

Based upon responses to the supplemental questionnaire, the applicant’s education, training and experience will be evaluated using a pre-determined formula.  Scores from this evaluation will determine applicant ranking and placement on the eligible list.

Prior to the date of hire, applicants must undergo a fingerprint test by the Department of Justice, pass a medical examination, which may include a drug screening and possibly a psychological evaluation, sign a constitutional oath and submit proof of U.S. citizenship or legal right to remain and work in the U.S.  For some positions, applicants may also be required to submit proof of age, undergo a background investigation and/or be bonded.

The eligible list(s) resulting from this recruitment may be certified as a substitute list for a substantially similar classification.  For this purpose, a substantially similar classification is one at a lower level in the same classification (example: entry level vs. journey) and/or a similar classification (similar work performed, similar training and experience qualifications required). If you are contacted for an interview by a County department, you will be informed of the classification and other relevant information. If you choose not to interview for a substantially similar classification, you will remain on the eligible list for which you originally applied.

Placer County offers an expedited process for qualifying certain applicants for interviews. Candidates currently employed, or employed within the last year, by a public agency operating under a personnel civil service or merit system may be eligible to be placed on a Public Agency Eligible List and certified as eligible for appointment to a similar job assignment without going through the examination process. For more information on the Public Agency Eligible List, to download forms, or to apply, please click here.

Thank you for your interest in employment with Placer County. Placer County is an equal opportunity employer and is committed to an active nondiscrimination program. It is the stated policy of Placer County that harassment, discrimination and retaliation are prohibited and that all employees, applicants, agents, contractors, and interns/volunteers shall receive equal consideration and treatment. All terms and conditions of employment, including but not limited to recruitment, hiring, transfer and promotion will be based on the qualifications of the individual for the positions being filled regardless of gender (including gender identity and expression), sexual orientation, race, color, ancestry, religion, national origin, physical disability (Including HIV and AIDS), mental disability, medical condition (cancer or genetic characteristics/information), age (40 or over), marital status, military and/or veteran status, sex (including pregnancy, childbirth and related medical conditions), or any other classification protected by federal, state, or local law. Please contact the Human Resources Department at least 5 working days before a scheduled examination if you require accommodation in the examination process. Medical disability verification may be required prior to accommodation.

The following information represents benefits currently available to permanent Placer County employees and may be subject to change.  It is advisable that applicants inquire as to the most current benefit package during hiring interviews or by contacting the Human Resources Department.

Click here to view benefits for General bargaining unit

This Timeline is Tentative and Subject to Change:

08/17/2018 - Minimum Qualifications Screening

08/20/2018 - "Not Qualified" Notices Emailed

08/27/2018 - Training and Experience Rating Panel

Week of 09/03/2018 - Eligible List Established