Senior IT Analyst

Summary The Senior IT Analyst provides advanced technical leadership for the secure, reliable, integrated, and cost-effective operation of Prosper Portlands enterprise technology environment. The position serves as a senior systems administrator, solutions analyst, and technical subject matter expert for critical enterprise applications, Microsoft cloud and hybrid infrastructure, identity and access services, networks, endpoints, data integrations, and related technology platforms. Working in close partnership with the Business Operations Manager, agency leaders, department managers, system owners, users, vendors, and City of Portland technology partners, the position evaluates business needs, designs and implements technical solutions, resolves complex service disruptions, strengthens cybersecurity and operational resilience, and provides practical recommendations regarding architecture, risk, lifecycle planning, service quality, and technology investments. The Senior IT Analyst administers Tier 1 and Tier 2 enterprise systems and leads complex technical work from analysis and design through implementation, support, optimization, and retirement. The position applies disciplined practices for access control, configuration and change management, monitoring, automation, incident response, backup and recovery, documentation, vendor oversight, and continuous improvement while translating technical issues into clear information for technical and nontechnical audiences. Functions and Responsibilities Enterprise Systems Administration and Technical Leadership:Serves as a senior administrator and technical lead for assigned enterprise applications and infrastructure services; manages configuration, availability, performance, security, maintenance, upgrades, integrations, and lifecycle activities and establishes clear technical ownership and support expectations.Cloud and Hybrid Infrastructure Engineering: Designs, administers, and improves Microsoft Azure and other cloud or hybrid services, including compute, storage, networking, platform services, subscriptions, resource organization, security controls, monitoring, automation, and cost-conscious capacity planning.Identity and Access Management: Administers identity, authentication, authorization, privileged access, single sign-on, multifactor authentication, conditional access, role-based access, and account lifecycle processes; applies least-privilege, separation-of-duties, and periodic access-review practices in coordination with system owners and Human Resources.Network and Connectivity Services: Administers and troubleshoots enterprise networking, including Cisco switching and routing, wireless services, firewalls, virtual private networks, internet connectivity, network segmentation, DNS, DHCP, secure remote access, and connectivity with City and vendor-hosted systems.Endpoint and Device Management: Supports secure, standardized management of workstations, laptops, mobile devices, peripherals, operating systems, applications, encryption, endpoint protection, configuration profiles, software distribution, and device compliance across the equipment lifecycle.Cybersecurity Operations and Risk Reduction:Implements and maintains layered security safeguards across identities, devices, applications, data, infrastructure, and networks; assesses technical risk, supports security planning, monitors control effectiveness, and recommends prioritized improvements based on business impact and threat exposure.Vulnerability, Patch, and Secure Configuration Management: Coordinates vulnerability identification, risk-based remediation, patching, firmware and software updates, secure baseline configuration, exception documentation, and verification activities for servers, endpoints, network equipment, cloud services, and enterprise applications.Monitoring, Logging, and Performance Management: Establishes and maintains health, capacity, availability, event, and security monitoring; analyzes logs and performance trends; defines actionable alerts and escalation paths; and uses operational data to prevent incidents and improve service reliability.Incident, Problem, and Major Outage Management: Leads technical diagnosis, containment, escalation, communication, restoration, and follow-up for complex incidents and high-impact outages; maintains ownership through resolution, performs root-cause analysis, documents lessons learned, and tracks corrective and preventive actions.Backup, Recovery, and Technology Continuity: Administers and validates backup, archiving, retention, restoration, and disaster-recovery capabilities; contributes to business impact analysis and continuity planning; documents recovery dependencies and objectives; and coordinates periodic recovery tests for critical systems and data.Enterprise Application and SaaS Administration: Administers assigned enterprise and software-as-a-service applications, including Microsoft platforms, customer relationship management, loan-servicing, collaboration, workflow, reporting, and other agency systems; manages environments, releases, permissions, vendor support, testing, and production readiness.Systems Integration, APIs, and Automation: Designs, develops, supports, and monitors integrations, application programming interfaces, data exchanges, scheduled jobs, scripts, and administrative utilities; improves reliability and reduces manual effort through secure automation, error handling, logging, and maintainable technical standards.Systems and Business Analysis: Facilitates requirements discovery, process analysis, fit-gap assessment, workflow design, data mapping, and options evaluation for new systems and enhancements; documents functional and technical requirements and converts business needs into feasible, supportable solutions.Solution Architecture and Technology Standards: Develops technical designs, reference configurations, integration patterns, standards, and roadmaps that promote security, reliability, operational excellence, performance, interoperability, maintainability, and responsible use of agency resources.Change, Release, and Configuration Management: Plans and coordinates production changes, upgrades, releases, migrations, maintenance windows, rollback procedures, validation, approvals, stakeholder communications, and configuration records to reduce risk and preserve service continuity.IT Service Management and Service Quality:Applies structured practices for service requests, incidents, problems, changes, knowledge, assets, configurations, and service levels; evaluates ticket and service data, clarifies support responsibilities, and recommends improvements to responsiveness, consistency, transparency, and user experience.Project and Implementation Leadership: Leads complex infrastructure, application, integration, security, and modernization projects; develops scope, schedules, technical plans, risks, dependencies, test strategies, cutover plans, deliverables, and status reporting and coordinates cross-functional work through implementation and stabilization.Testing and Quality Assurance: Develops and coordinates technical, integration, security, performance, regression, user-acceptance, and recovery testing; maintains test evidence, validates defect resolution, and confirms that solutions satisfy requirements and production-readiness criteria.Vendor, Contract, and Procurement Management: Develops technical requirements and scopes of work; evaluates products and proposals; supports contract negotiation and procurement; monitors vendor performance, deliverables, service levels, security obligations, licensing, costs, and issue resolution; and administers assigned technology contracts within delegated authority.Technology Asset, License, and Lifecycle Management: Maintains reliable inventories of hardware, software, cloud resources, warranties, subscriptions, licenses, support agreements, ownership, dependencies, and renewal dates; supports standardization, utilization reviews, replacement planning, secure disposal, and cost optimization.Data Governance, Privacy, and Records Support: Partners with system owners, Legal, Records, and business teams to support appropriate data classification, access, retention, disposal, auditability, privacy, and secure information exchange; validates data integrity and promotes consistent definitions and stewardship across integrated systems.Digital Accessibility and Inclusive Technology: Considers accessibility, usability, language access, differing levels of digital fluency, and assistive-technology compatibility when evaluating, configuring, procuring, and supporting enterprise systems; identifies barriers and coordinates practical remediation with system owners and vendors.Documentation and Knowledge Management: Creates and maintains current architecture diagrams, inventories, configurations, procedures, runbooks, recovery documentation, data flows, support guides, decision records, and end-user instructions; establishes documentation and version-control practices that support continuity and audit readiness.Training and Technical Assistance: Provides advanced consultation, coaching, demonstrations, job aids, and training for administrators, managers, staff, and system owners; communicates secure and effective technology practices and builds organizational capability to use enterprise systems successfully.Audit, Compliance, and Special Project Support: Supports cybersecurity, financial, operational, records, privacy, and technology audits and assessments; prepares evidence and responses, tracks remediation, and leads or assists with technical studies, procurements, implementations, and other relevant duties as assigned. Scope Operates independently with general direction from the Business Operations Manager and determines day-to-day priorities, technical approaches, work methods, sequencing, and stakeholder coordination within established policy, architecture, security, and delegated authority.Serves as a senior technical subject matter expert for assigned enterprise applications, cloud and hybrid infrastructure, systems integration, networking, cybersecurity operations, and complex troubleshooting.Makes advanced recommendations and technical decisions that may have significant operational, cybersecurity, financial, legal, compliance, service-delivery, and reputational impacts for the agency.Work is highly complex because it involves interconnected cloud, on-premises, network, endpoint, application, identity, data, and vendor environments; restricted and confidential information; legacy and modern technologies; and competing business priorities.Performs time-sensitive and highly visible work during system implementations, security events, outages, audits, upgrades, and major organizational changes and must communicate clearly with leaders, users, vendors, City partners, and other stakeholders.Has no direct supervisory responsibility; however, the position provides functional leadership, technical direction, work coordination, quality review, training, and mentoring and may oversee consultants, contractors, temporary workers, or project resources assigned to technology initiatives.May exercise delegated administrative, security, configuration, procurement, contract, change-approval, or system-access authority consistent with agency policies and assigned responsibilities.Routinely uses privileged access and handles sensitive operational, personnel, financial, legal, security, and strategic information and must maintain confidentiality, data security, professional judgment, and appropriate discretion. Competencies Putting People First, Inclusion & Collaboration Interpersonal Skills: Advanced ability to establish constructive, trusting, and effective working relationships. Exercises active listening, patience, tact, diplomacy, discretion, and situational awareness when addressing technical issues and service impacts. Mission-Driven Service: Provides excellent service through a people-oriented, solutions-focused approach. Understands how secure, reliable, and accessible technology supports Prosper Portlands mission, employees, programs, partners, and community outcomes. Teamwork: Works inclusively and collaboratively across departments and disciplines. Builds consensus, clarifies roles and dependencies, resolves conflict constructively, and promotes shared accountability for technology decisions, security, and service results. Functional Leadership: Leads complex technical processes and cross-functional work without relying on formal authority. Establishes clear expectations, organizes work, provides technical direction, reviews quality, and supports the development of colleagues and system owners. Communication: Communicates effectively in writing and verbally with technical and nontechnical audiences. Organizes, simplifies, and explains complex architecture, risk, security, project, and service information and provides timely communication during incidents and changes. Bilingual or multilingual skills are a plus. Cultural Curiosity and Reflection: Learns and uses culturally responsive practices to understand, communicate, and work with people across cultures and identities. Honors differences and models inclusive practices in consultation, troubleshooting, training, design, and decision support. Inclusive Technology Service: Designs and supports technology services with attention to accessibility, usability, privacy, transparency, differing levels of technical confidence, and the ways technology decisions may affect employees, partners, and communities. Excellence, Innovation & Learning Knowledge: Advanced knowledge of enterprise systems administration, systems analysis, solution design, application lifecycle management, cloud and hybrid architectures, virtualization, storage, endpoint management, and system integration methods. Advanced knowledge of Microsoft Azure and Microsoft enterprise administration; identity and access management; role-based and privileged access; authentication; conditional access; and secure administration of cloud and software-as-a-service environments. Strong knowledge of Cisco networking and network fundamentals, including switching, routing, wireless, firewalls, virtual private networks, segmentation, DNS, DHCP, secure remote access, and network monitoring and troubleshooting. Strong knowledge of cybersecurity risk management and operational safeguards, including least privilege, defense in depth, vulnerability and patch management, secure configuration, endpoint protection, logging, incident response, data protection, and recovery. Knowledge of IT service management practices, including service requests, incident, problem, change, release, configuration, asset, knowledge, service-level, and continual-improvement management. Knowledge of backup, restoration, archiving, data retention, disaster recovery, business continuity, capacity planning, availability management, and performance monitoring for critical systems. Proficiency with scripting, automation, application programming interfaces, data exchanges, databases, integration monitoring, and technical troubleshooting across Microsoft platforms, customer relationship management, loan-servicing, and other enterprise applications. Knowledge of public-sector technology governance, procurement, contract administration, internal controls, records retention, privacy, digital accessibility, audit readiness, vendor risk, and responsible evaluation of emerging technology and artificial intelligence tools. Technical Abilities: Ability to design, administer, integrate, secure, monitor, automate, troubleshoot, and recover complex enterprise technology services; develop defensible technical recommendations; analyze logs and large datasets; create clear diagrams and documentation; and lead technology implementations from requirements through stable operations. Continuous Learning: Openness to new ideas, technologies, and methods. Gives and receives constructive feedback, asks for help when needed, learns from incidents and experience, and adapts practices based on evolving threats, standards, audit findings, technology capabilities, stakeholder needs, and service performance. Problem Solving: Applies advanced research, systems thinking, diagnostic, analytical, and creative problem-solving skills. Identifies root causes, dependencies, security and operational risks, and viable alternatives; exercises sound judgment; and recommends practical, supportable, and well-documented solutions. Adaptability: Responds effectively to shifting priorities, outages, security events, compressed deadlines, changing requirements, incomplete information, and competing stakeholder needs. Remains calm and perseveres through obstacles and ambiguity. Planning and Organization: Plans and coordinates simultaneous projects, changes, maintenance, incidents, renewals, audits, testing, documentation, and operational commitments. Maintains disciplined records, version control, quality review, risk tracking, and follow-through. Accountability: Takes initiative and responsibility for actions, technical decisions, and recommendations. Meets deadlines, protects privileged access and confidential information, maintains accurate records, acknowledges errors, follows through on commitments, and demonstrates responsible stewardship of public technology resources. Minimum Education, Training and/or Experience Eight (8) years of progressively responsible experience in enterprise systems administration, application administration, cloud or hybrid infrastructure, networking, cybersecurity operations, systems analysis, systems integration, technology project delivery, or equivalent experience. Experience must include at least three (3) years supporting or administering enterprise systems and significant responsibility for complex technical troubleshooting, system design or integration, security and access controls, production changes, documentation, and consultation with managers, system owners, or senior leaders. Experience with Microsoft Azure or Microsoft 365 administration, Cisco networking, identity and access management, enterprise applications, software-as-a-service platforms, scripting or automation, APIs, monitoring, backup and recovery, vulnerability management, and technology procurement or vendor management is highly desirable. Experience in a municipal, public-sector, regulated, or similarly complex environment is also desirable. Demonstrated experience leading complex implementations, coordinating cross-functional technical work, providing functional leadership, managing vendors, training staff, or reviewing the technical work of others is required. Formal supervisory experience is not required. Relevant Microsoft, Cisco, cybersecurity, cloud, project management, or IT service management certifications are desirable but not required. An associates, bachelors, or masters degree in information technology, computer science, information systems, cybersecurity, engineering, business systems, public administration, or a related field may substitute for up to one year of the required experience. An equivalent combination of education, training, and experience that demonstrates the ability to perform the duties of the position may be considered. Physical Requirements Position requires the ability to remain in a stationary position for extended periods of time and to frequently move throughout the office, technology rooms, and meeting locations. Position regularly uses a computer and other standard office and technical equipment and must review detailed technical information for sustained periods. Position occasionally stoops, bends, twists, reaches, or works in confined equipment areas and occasionally lifts, carries, installs, or relocates equipment weighing up to 40 pounds. Position must communicate and interact frequently with internal and external stakeholders regarding complex, sensitive, and time-sensitive technology matters. Working Conditions Normal working hours are Monday through Friday (8 AM - 5 PM) in a combination of in-person and remote work; however, additional hours may regularly be needed during implementations, upgrades, maintenance windows, security events, outages, disaster-recovery testing, audits, vendor activities, and other major deadlines. Early morning, evening, and weekend work may be necessary. The position may be contacted or called in during emergency situations to protect systems, restore service, or coordinate incident response. Limited travel to City offices, data or network facilities, partner locations, vendor meetings, or professional events may be required. Assigned work is often complex, shifting, deadline-driven, and highly visible and may require working under stressful conditions while maintaining sound judgment and clear communication. Position is expected to model respectful and inclusive workplace practices and participate in ongoing learning related to public service, cybersecurity, accessibility, technology stewardship, and accountability.