Systems Support Specialist

Job TitleUnder general supervision, plans and coordinates activities that support end user application of enterprise information technology systems and ensures their effective and efficient use in the conduct of City business and operations in accordance with system standards.Examples Of DutiesEstablish and issue business system processing design, set-up, and data conversion standards.Establish and issue standards for auxiliary systems interfaces with City core business information systems.Maintain system standards through communication and contact with system managers, business function managers, system individual users, user representatives, and user groups.Consult with, advise, and furnish information to management and business systems users on efficient techniques for extracting necessary data.Investigate user concerns and complaints to determine gaps in efficiency of system use.Recommend appropriate training or assist in development of training programs and materials.Plan and coordinate activities related to employee training.Provide support and training for business system users.Provide functional advice to user groups.Modify systems set-ups.Prepare reports to fulfill administrative reporting requirements and ensures reports are accurate and submitted at time required.Develop procedures and methods for system integrity and data security.Monitor systems integrity and data security.Plan and coordinate activities related to systems updates.Control the process for modifying software to ensure the integrity of existing systems and oversees user access.Evaluate current system procedures and practices and recommends changes to improve efficiency.Develop technical requirements for systems changes.Test systems changes and upgrades.Coordinate and manage tests of systems, changes and upgrades.Analyze financial, administrative and management implications of proposed systems changes and make recommendations.Ensure adherence to established standards for processing of business pertinent to systems supported.Keep abreast of business systems developments, extensions, and modifications.Attend meetings and conferences involving systems standards and changes, to achieve systems and service improvements.Instruct and train on systems requirements, policies, procedures, and best practices, as required, to accomplish business relevant to provision of departmental services.Fulfill designated work responsibilities in department business function in accordance with established City legal requirements.Evaluate employee performance and counsels employees on professional development.Minimum QualificationsBachelor's degree in business, public or database administration, business information technology management systems, or other related fields, supplemented by specific developmental training in City business information technology systems operation and software.Two years of experience in the development of technical requirements, system implementation, testing, modification, standard setting, security, best practice consultation, user training, and other support work for integrated business systems in an enterprise network environment.One year of progressively responsible experience with department functions relevant to the conduct of City business, public service provisions, and revenue production.Supplemental InformationKnowledge, Skills, and AbilitiesKnowledge of the principles and standards of business information technology systems administration.Knowledge of enterprise information systems software applications.Knowledge of city purchasing, contract approval, human resources, and/or budgeting policies, procedures and processes.Knowledge of the principles and practices of professional business, service or operations area to which assigned.Knowledge of the principles and practices of customer relations and effective communication.Knowledge of city and department business information technology systems.Knowledge of relational database management concepts.Knowledge of pertinent City procedures, standards, and legal requirements.Knowledge of standard enterprise-wide reporting tools.Knowledge of Project Management.Skill in the use of personal computers and other voice and data communications equipment.Skill in enterprise information systems application software.Skill in the use of office software to organize, chart, summarize, and display information to support recommendations.Skill in the interpretation of business information systems service data and statistics.Skill in effective communication with systems users and technical support specialists.Skill in resolving user problems with application software, security, and data extraction.Skill in the investigation of the implications of information systems hardware and software changes.Ability to analyze the requirements of business system users and determine the most appropriate use of application software.Ability to analyze and evaluate operations procedures and devise and recommend improvements.Ability to develop basic training methods and materials.Ability to learn and explain application software techniques applicable to more efficient work.Ability to effectively collaborate with other employees as a project team member or leader.Ability to evaluate and determine corrective actions for problems with systems supported.Ability to make decisions that conform to established policies and procedures.Ability to work with multiple priorities under time constraints.Ability to implement information technology standards and policies in a manner aligned with City and department business standards and requirements.Ability to provide technical recommendations for improving enterprise applications.Ability to develop and maintain effective working relationships with systems users.Ability to communicate orally in the English language by telephone or in person in a one-to-one or group setting.Make effective presentations on business information technology and to instruct groups or individuals in business information systems hardware and software usage.Communicate effectively in writing.Keep abreast of business systems development, extensions and modifications.Work cooperatively to secure cooperation of internal and external customers.Acquire additional knowledge and skills to remain current and progress in the field.Integrate new technology into City business practices and recommend changes in procedures and policy to management.Licenses, Certifications, and Other Special Requirements:May be required to periodically participate in continuing education or professional development opportunities.Candidates considered for placement in this classification may be subject to a Criminal Background Investigation based on the requirements of the position.Physical DemandsThe employee generally remains in a stationary position for an extended period of time operating standard office equipment which may include computers, telephones, photocopiers, and fax machines. The employee is expected to move about to accomplish tasks such as opening file cabinets and moving files. Must be able to lift, push, pull, and carry up to 20 pounds.Work EnvironmentWork is performed primarily in an office environment. Some work requires travel to meetings, conferences, and other work sites with exposure to seasonal weather conditions.Subjects And WeightsInterview: 70%Evaluation of Training, Experience & Personal Qualifications (T.E.P.): 30%Total Interview and Evaluation of (T.E.P.): 100%Additional points may be awarded for:Veteran Points: 0 – 15 pointsDetroit Residency Credit: 15 pointBenefitsEmployment BenefitsThe City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following: HEALTHMedical - Eligible for hospital, surgical, and prescription drug benefits.DentalVisionInsuranceLife Insurance - Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent.Long-Term Disability Insurance (Income Protection Plan) - The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.Paid Time OffSick LeaveVacationHolidaysOther Leave BenefitsThe City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leaveRetirement BenefitsCity Employees Retirement SystemAs a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:Completion of thirty (30) years of service; - At age sixty (60) if you have at least ten (10) years of service, or - At age sixty-five (65) with eight (8) years of service.In the event of disability, other eligibility rules apply); - An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;Employees are vested after ten (10) years of service, regardless of age.Advancement Opportunities - Employees have many opportunities for growth and career advancement throughout all City departments and divisions. Have a successful career with the City of Detroit. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of Detroit.