Lead Systems Analyst

This position is critical as it supervisors the Client Solutions (Desktop Technician) team who provide onsite support for PCs, laptop, conference room technology, and all other customer technology.  This supervisor position will not only manage the normal team responsibilities but will also be the expert technical support lead for the Client Solutions, Service Desk and Procurement teams which has worked on 10,337 tickets and completed 9,895 tickets since January 1, 2016 .  This position will consult on desktop technical projects, build dashboards and metric reports from our ticketing tool; FootPrints, be the technical trainer/organizer for the teams, as well as be the customer liaison for some of our key department directors. This position will also be the liaison between the Desktop team and the Enterprise Platform Solutions, Security, Server and Application teams so robust desktop technical and expert negotiation skills will be required. Ability to understand and communication technical troubleshooting and documentation is key. Foster relationships and alignment with business stakeholders and the leadership team, keeping leadership well-informed of major projects, VIP Incidents, opportunities and changes, and understanding how they relate to other strategic initiatives across the City of Tampa.

   

This position is for the Client Solutions (Desktop Technician) Supervisor, it is a hands-on position, will be a main point of contact for key customer department and will manage the desktop related technical projects both directly and indirectly.  Additional skill sets include an interest in all aspects of technology; learns and adapts quickly to technology changes and advancements; has a well-rounded understanding of how technology works and integrates between disparate platforms. Building and maintaining relationships within the three (3) co-teams of Client Solutions, Service Desk and T&I Procurement which has worked on 10,337 tickets and completed 9,895 tickets since January 1, 2016 as well as among the other T&I technical teams such as Enterprise Platform Solutions, Server, Security, Database Administrators, etc, to ensure we meet our customers’ expectations (within SLAs) is a major priority and will require expert desktop technical skills as well as professional negotiation techniques.  This position also supports and assists with staffing the Emergency Operations Center (EOC) during any activation for Emergency Management for the City of Staffing.  

 

Supervises project planning and scheduling; assigns staff to project teams and supervises work performance.

Participates in contract administration, project administration and third party negotiations; coordinates special administrative projects or assists in managerial special projects; participates in evaluations of applications software products.

Coordinates, assigns, supervises, and evaluates the work of subordinate employees; completes performance evaluations, administers discipline, responds to grievances, and reviews leave requests; coordinates and conducts training programs.

Conducts cost/benefit analyses; conducts technical research and prepares and presents reports on findings; analyzes problems, determines solution and supervises implementation of corrective action; consults with users, functional and technical project team members, and management personnel on technical questions.

Develops and/or modifies existing system documentation, user procedures and functional specifications; prepares program and production run specifications, and technical system design from functional specifications; analyzes and resolves production system problems; supervises the development and modification of programs and production run documentation.

Coordinates system conversion efforts and performs necessary tasks; prepares test data and verifies system test results; analyzes and resolves system problems; consults with users and technical and functional project team members on questions or problems.

Coordinates preparation and maintenance of disaster recovery plans for computer systems under Information and Technology operational control; coordinates and participates in testing and evaluation of current disaster recovery plans on an annual basis.

Performs analyses to assess system capacity and optimum system performance; determines recommended courses of action; performs assorted system management tasks using a variety of automated tools in order to support other related system software products; maintains job control language and operations management software that affects job scheduling, tape management, console management, job rerun/restart, and report distribution.

Manages and coordinates use of data base; monitors data base performance; enforces data base standards; defines and maintains data base access and security procedures; defines and maintains data base dictionary; prepares data base contingency plans and recovery procedures.

Writes, tests, and debugs computer programs; performs systems analysis and programming functions for special projects; evaluates, acquires, and coordinates installation of third party software products.

Performs related work as required.

Extensive knowledge of: computer planning procedures, technology, systems analysis, programming techniques, languages (particularly structured COBOL), operations, and utilities; processes, procedures, techniques, and limitations applicable to converting manual operations into automated systems and programs; procedures necessary to design, implement and test major computer systems, programs and subroutines.

Considerable knowledge of: data processing and business functions; computer technology, systems analysis, development tools and techniques, programming languages, operations, and utilities.

Working knowledge of: supervisory techniques; design and development of training programs in data processing; systems and management control concepts; functional system design tools and techniques; instructional techniques employed in training subordinates and user personnel; research techniques.

Some knowledge of: technical system design tools and techniques; data communications and teleprocessing techniques; CICS,MVS,VM,TAM,NCP,TSO, and other IBM operating environments.

Ability to: plan, assign, coordinate, supervise, and review the work of others; prepare program specifications; conduct cost/benefit analyses; analyze manual and automated systems; acquire knowledge of additional systems software as it becomes available; design and implement major computer systems, program conversions and subroutines; establish efficient standards and procedures for applications of automated systems; schedule and complete work assignments within deadline dates; design and implement instructional programs for user and subordinate personnel; gather and analyze information for problem solving; develop and coordinate system tests and conversions; research, prepare and present findings in a clear and concise manner; prepare procedures manuals and functional specifications; express oneself clearly and concisely, both orally and in writing; establish and maintain effective working relationships with others.

Preferred Technical Skills:

•         BMC FootPrints Administrator

•         SSRS Report Writing

•         Office 2010

•         Office 2016

•         Outlook/Exchange 2016

 

 

Graduation from an accredited college or university with a bachelor’s degree in computer science or a related field and three (3) years of progressively responsible experience in computer programming, systems analysis, and/or computer systems design preferably including six (6) months project leader experience; or an equivalent combination of training and experience.

Possession of a valid drivers license may be required.

Preferred Certifications

•         HDI Desktop Support Manager Certification preferred

•         ITIL certification or knowledge preferred

 

 

Knowledge of Windows, Unix systems scripting, SQL and modern coding practices are a plus. 

Evaluation of education and experience. Drug testing is included in all pre-employment processing.

HELPFUL HINTS FOR COMPLETING YOUR APPLICATION: Please register before you begin the application process. This will enable you to view and re-use information from previously submitted applications to complete and submit any future applications. Please make certain your application is complete and the information you provide clearly demonstrates that you possess the minimum job qualifications as stated in the job announcement. Resumes can be submitted in support of an application, but not in lieu of an application. Resumes and copies of certifications or other required documents may be attached to your online application.