Senior Application Support Analyst

Classification Title: Senior Application Support Analyst

Department: RCIT – Business Systems Division

Pay Grade: TBD

FLSA Status: Exempt

Reports to: Business Systems Division Management

Supervisory Responsibility: None

Travel Requirements: Occasional local and out-of-area travel

GENERAL STATEMENT OF JOB

The Senior Application Support Analyst provides advanced, enterprise-level support for Richland County’s mission-critical software applications. This position serves as a senior technical and business resource responsible for system stability, security, data integrity, and continuous improvement. The Senior Application Support Analyst regularly acquires expert-level knowledge of business processes, rules, and application software, and may serve as the first point-of-contact when customers have questions or problems with their software systems. The position works independently while collaborating with departments, vendors, and project managers, and reports to the RCIT Business Systems Division.

SPECIFIC DUTIES AND RESPONSIBILITIES

Essential Functions:

Provides expert-level support for mission-critical business applications; proactively anticipates and coordinates necessary updates, upgrades, and training for the county’s software applications.

Leads application configuration, system conversions, and post-implementation reviews; partners with project managers to complete software implementations and major upgrades, creating milestones for user and management sign-offs.

Analyzes business processes and recommends technology-enabled improvements; performs feasibility studies, cost/benefit analyses, and formal product research; identifies the organizational boundaries and scope of new projects.

Configures and enforces application security and user access controls; identifies the appropriate software application security for each group of users to prevent unauthorized access to restricted data; assists in implementing and preserving tight system security and comprehensive disaster recovery planning.

Supports quality assurance practices and audit requirements; maintains high standards of accuracy and uses rigorous testing techniques and Quality Assurance methodologies that strive for zero defects.

Assists in vendor coordination and procurement activities including preparation of Requests for Proposals (RFPs), Requests for Information, Requests for Qualifications, and Requests for Bids; closely follows all rules of procurement during formal solicitation processes.

Conducts user training sessions and delivers project presentations and demonstrations to audiences of all sizes; logs and tracks support requests using the ITSM platform in accordance with departmental procedures.

Coordinates the involvement and participation of user departments as projects move forward; works with user departments to jointly develop project vision statements, define acceptance criteria, and oversee thorough acceptance testing.

Prepares and submits periodic project status reports to management; establishes and maintains comprehensive technical and user documentation for both new and existing systems.

Travels to Richland County sites to coordinate problem resolution related to application software; identifies process problems in supported software systems and proposes and coordinates innovative solutions to prevent recurring issues; may travel in-state and out-of-state for training, conferences, and site visits.

Assists RCIT management in the elimination of software and database silos; plays a lead role in the use of data analytics to turn information into insight and knowledge.

May serve as a Richland County representative on state, regional, and national user groups for purchased software packages; stays current on technology trends and best practices through vendor resources, professional publications, and industry communities.

Researches and evaluates emerging technologies to inform recommendations and improve service delivery; provides support for both vendor-provided and internally developed custom business software systems, including enterprise platforms such as ERP (Enterprise Resource Planning), ECM (Enterprise Content Management), and CRM (Customer Relationship Management) solutions.

Performs other duties as assigned.

MINIMUM EDUCATION AND TRAINING

Education: Bachelor’s degree in a field applicable to this position or equivalent professional experience. High School diploma is required. Must be able to supply written proof of completion for all course work and/or degrees used to satisfy minimum requirements.

Experience: Advanced experience planning, organizing, coordinating, and supporting the development, deployment, and implementation of mission-critical enterprise software applications. Includes advanced business analysis skills in a post-production environment, experience negotiating acceptance criteria with vendors and user departments, and a successful track record contributing to projects within established budget, schedule, and quality objectives.

Any combination of education and experience that meets the requirements for performing the essential functions of this job.

Licenses/Certifications/Other:

Must possess a valid South Carolina Driver’s License. Applicants shall provide a current copy of their Motor Vehicle Record (MVR) at applicant’s expense. Agile methodology certification preferred. Must have a minimum of three professional or educational references to verify technical aptitude, professionalism, teamwork, commitment to customer service, attendance, overall reliability, and ability to be a trustworthy caretaker of confidential information.

MINIMUM QUALIFICATIONS AND STANDARDS REQUIRED

Knowledge, Skills, and Abilities:

Data Involvement: Analyzing, interpreting, and managing complex data related to business applications and project performance. Developing reports and utilizing data for decision-making. Preferred skill: SQL database query and design experience.

People Involvement: Must have advanced experience working with project managers to lead projects through the full project life cycle and be able to organize projects from beginning to end. This includes creating project plans, and setting specific, realistic, and measurable objectives. Regularly interacts with department heads, outside consultants, and vendors. Must have the administrative and interpersonal skills needed to function effectively in this position.

Involvement with Things: Utilizing and overseeing the implementation and support of various software applications, hardware infrastructure, and technology tools. Evaluating and recommending new technologies. Must have advanced understanding of software application security, network security, and various methods to prevent hackers, viruses, and unauthorized access.

Reasoning Requirements: Applying advanced critical thinking, problem-solving, and analytical skills to complex technical and business challenges. Must have advanced creative thinking abilities and the ability to develop strategic plans and make sound judgments independently.

Mathematical Requirements: Performing budget analysis, cost-benefit analysis, and project financial management. Must have considerable experience preparing detailed project status reports and formal product research documentation for management.

Language Requirements: Excellent written and verbal communication skills, including the ability to present technical information to both technical and non-technical audiences, develop policies and procedures, prepare formal research documents, and negotiate with vendors. Must be able to communicate effectively utilizing good grammar and spelling.

Mental Requirements: Ability to handle multiple priorities, adapt to change, and maintain focus in a fast-paced environment. Requires concentrated mental effort and technical reasoning. Must have a high energy level and be able to start and finish tasks quickly and accurately. Must be a trustworthy caretaker of confidential information.

Computer Requirements: Advanced proficiency in utilizing and overseeing the use of various software applications and technologies relevant to enterprise business solutions, project management, communication, data analysis, and support. This includes project management software, business intelligence tools, office productivity suites, and potentially specific technical tools used by development teams. Must be able to use hands to work with computer equipment including bar code scanners, hand-held computers, and mobile devices.

Judgments and Decisions: Making independent judgments and decisions regarding project direction, resource allocation, technical solutions, and recommendations, within established guidelines and policies. This position is complex in nature with little routine work. Errors could cause serious system design flaws, corrupt data integrity, and result in computer system crashes affecting multiple mission-critical departments.

Physical Requirements:

The work is classified as light to medium duty, which requires prolonged periods of computer use, effective verbal and written communication, and occasional travel to county facilities. Additionally, the following physical abilities are required:

Manual Dexterity: Must be able to coordinate efforts of fingers, hands, and arms; operate computer equipment; and must have a personal car available for off-site assignments. Must be able to perform technical reasoning and give concentrated mental effort.

WORK ENVIRONMENT

Work is primarily performed inside office locations, computer rooms, or at customer locations throughout Richland County. This position requires occasional driving throughout the county and may require travel out-of-county for training, conferences, and site visits. May require work outside normal business hours including evenings or weekends to meet operational needs or project deadlines. Some incumbents may be asked to work a modified workweek schedule. This position requires regular and reliable attendance and the employee’s physical presence at the workplace.

EEO AND ADA MESSAGE

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the primary job functions described herein. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were written out in this job description.

Richland County is an Equal Opportunity Employer. ADA requires the County to provide reasonable accommodations to qualified individuals with disabilities. Prospective and current employees are invited to discuss accommodations.

Richland County has the right to revise this job description at any time. This description does not represent in any way a contract of employment.

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