Job Description

PLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en

GENERAL DESCRIPTION: Perform advanced (senior level) systems support work for THP software programs. Work involves providing customer support and troubleshooting issues for agency information technology systems, operating hardware equipment and/or application software in a stand-alone or network environment. Work under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

The following Military Occupational Specialty codes are generally applicable to this position.

https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf

Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

ESSENTIAL DUTIES / RESPONSIBILITIES:

1. Oversee the delivery of technical and end-user support to ensure that problems and requests have been appropriately documented and resolved timely; provide assistance in researching and resolving escalated problems, which includes the most complex and/or critical technical problems.

2. Analyze performance of technical support activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems.

3. Assist with gathering and documenting requirements, analyzing, and evaluating information, and making recommendations.

4. Review test scripts based on program requirements. Assist with user acceptance testing to ensure that all system changes are tested, defects are identified, and issues are resolved.

5. Collaborate with development and system support team(s) to identify and create information system design improvements and create and maintain system support documents, such as the Operations Manual.

6. Manage prioritization, implementation, and change management process for application changes.

7. Assist with facilitating end user training sessions including updating the training environments.

8. Assist with updating application items such as user profiles and application drop down menus.

9. Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.

10. Perform other duties as assigned.



Qualifications:

GENERAL QUALIFICATIONS and REQUIREMENTS:

Education - Graduation from an accredited four-year college or university. A major course work in Computer Science, Information Technology, Management Information Systems, or a related field is preferred.

Experience - Minimum of four (4) years' experience supporting application software, maintenance and development is required. Government agency experience preferred.

Substitution Note: Additional work experience of the type described or other related education may be substituted for one another on a year-for-year basis.

Licensure and/or Certification - If driving is required, must possess a valid driver license from state of residence.

Regulatory Knowledge - Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures.

Technology - Knowledge in customer support and issue resolution. Knowledge of Information Technology methodologies in software development and maintenance. Proficiency with Microsoft Office and appropriate levels of proficiency with utilized software and systems (e.g. CAPPS, SharePoint) and be able to learn new software/systems.

Interpersonal Skills - Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers. Must demonstrate DPS' core values: Integrity, Excellence, Accountability, and Teamwork.

Organizational and Prioritization Skills - Must be organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment; able to meet multiple and sometimes conflicting deadlines without sacrificing accuracy, timeliness or professionalism.

Presentation/Communication Skills - Must be able to construct and deliver clear, concise, and professional presentations and/or communications to a variety of audiences and/or individuals.

Research and Comprehension - Must demonstrate ability to quickly and efficiently access relevant information and be able to utilize and/or present research and conclusions in a clear and concise manner.

Analytical Reasoning/Attention to Detail - Must demonstrate an ability to examine data/information, discern variations/similarities, and be able identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.

Confidentiality and Protected Information - Must demonstrate an ability to responsibly handle sensitive and confidential information and situations and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.

Schedule - Availability for after-hour and weekend work as needed during emergencies is required.

PHYSICAL and/or ENVIRONMENTAL DEMANDS:

The physical and environmental demands described here are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Environment: Office;

• Ambulatory skills, e.g. stand, walk, sit;

• Hand-eye coordination and arm/hand/finger dexterity;

• Ability to speak, hear, and exercise visual acuity;

• Ability to transfer weights of up to twenty-five (25) pounds anticipated for this position;

• Driving requirements: Occasional (up to 10%).

State of Texas Benefits and Retirement Information: https://www.ers.texas.gov/

A DPS employee who is selected for a position in the same salary group and state title as their current position will be

transferred with no salary change.

A DPS employee who is selected for a position in their current salary group with a new state title may receive an increase

of no more than 3.4% over their current salary regardless of posted salary.

Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.

DUE TO THE HIGH VOLUME OF APPLICATIONS WE DO NOT ACCEPT TELEPHONE CALLS. ONLY CANDIDATES

SELECTED FOR INTERVIEW WILL BE CONTACTED.

State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.