Application Support Analyst I (Utility Billing)

Job Title

This position provides technical and administrative expertise for the City's utility billing operations within the Enterprise Resource Planning (ERP) system.

Essential Job Functions

• Communicates directly with utility billing software vendor to resolve technical problems, implement system changes and programming, coordinate program and data conversions.
• Manages and maintains third-party software integrations, ensuring seamless interoperability with City ERP and mission-critical applications.
• Analyzes billing and bill calculation problems; identifies causes; resolves issues; and reviews adequacy of controls and solutions to complex administrative, accounting, or technical problems.
• Reviews and assesses departmental systems/application project needs, requests and requirements; determines scope of project and suitability; reviews and analyzes user needs; responds to application requests and schedules implementations as needed; and translates user requirements into effective program designs and configurations.
• Develops and manages complex reports and serves as reporting subject matter expert for City-wide end users.
• Leads new ERP and application system implementations; gathers comprehensive surveys information and business processes; prioritizes tasks; troubleshoots, analyzes, and implements solutions to problems with mission-critical applications and related systems, both hardware and software related; offers recommendations for improvements where indicated.
• Creates/enhances/optimizes workflows and sets up configurations to better align with each business unit's processes.
• Assists in the strategic planning, implementation, and installation of hardware and software systems as required.
• Maintains and facilitates communication between the Information Technology (IT) Department and user departments.
• Coordinates and conducts training in system applications.
• Maintains meticulous documentation of projects, manuals, and training records used throughout the life cycle of the project.
• Applies knowledge of computer systems to develop applications as technology advances and changes.
• Reviews, analyzes, and tests software packages and provides recommendations.
• Develops backup and archival procedures, power-on/power-off procedures, system security administration, computer device assignment and management.
• Monitors city-wide systems for cybersecurity threats and vulnerabilities, taking proactive measures to address them.
• Assists in the implementation of cybersecurity policies and procedures, ensuring compliance and adherence.
• Performs additional duties as required to support IT operations and organizational objectives.

Requirements

Education: Graduation from an accredited college or university with a Bachelor's degree in computer information systems or a closely related field OR extensive qualifying professional experience as described, may be substituted for the required college education. Proof of highest level of completed education must be submitted as an attachment with application. Applications without attached proof of education will not be processed for consideration.

Experience: Considerable years of qualifying professional experience troubleshooting and operation of computerized utility billing systems and experience with various computer applications and software, including reporting functions, and support of an Enterprise Resource Planning (ERP) system and mission-critical applications. Certifications in the areas of SharePoint, database management, reporting, and Cybersecurity, or equivalent certifications depending on the specific job description, are preferred. Proven experience with Tyler Munis a plus.

Necessary Special Qualifications: Possession of a valid Driver's License with an acceptable driving record. Must obtain a valid Florida driver's license prior to hire. Cybersecurity certifications must be obtained within the first eighteen (18) months from appointment.

Physical Requirements

Work Environment: Work is performed primarily in a standard office environment and data center rooms and closets with some travel to different sites; incumbents may be required to work extended hours including but not limited to evenings, weekends and holidays.

Sensory: Must have the use of sensory skills in order to effectively communicate and interact with other employees and the public through personal contact, the use of the telephone and/or other City-issued technology devices.

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach and twist under desks and around furniture; to lift, carry, push, and/or pull moderate to heavy amounts of weight up to 50 lbs.; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. Occasional climbing on ladder or stool to reach or mount equipment.

Supplemental Information

Knowledge, Skills, and Abilities: Knowledge of ERP components, connectivity, security, and diverse operating systems with a deep understanding of technology trends. Knowledge and proficiency in reporting technologies such as SQL Reporting Services and/or Crystal Reports with a solid foundation in SQL databases. Knowledge of system development methodologies and MS SharePoint platform. Knowledge of multiple programming languages, including Net Framework. Skill in the use of the keyboard, printers, personal computers, and related equipment. Skill in the installation and operation of personal computers, related peripherals used in support of various City-wide software applications. Ability to strategize, plan, organize, and assist in the development of training programs in computer systems technologies. Ability to communicate complex technical concepts to technical and non-technical staff effectively and persuasively, both verbally and in writing. Ability to effectively manage and supervise projects and oversee other employees. Ability to manage competing priorities and varied responsibilities in a fast-paced environment. Ability to work efficiently and effectively to develop win-win solutions. Ability to evaluate the impact of alternative courses of action and navigate new or unprecedented circumstances effectively. Ability to establish and maintain professional working relationships with City officials, stakeholders, management, team members, general employees, vendors, and the general public. Knowledge of cybersecurity principles and best practices, with the ability to apply them to system support activities. Familiarity with cybersecurity tools and technologies, such as antivirus software and intrusion detection systems.

Benefits Package Summary

Supervisory/Professional employees shall receive a five percent (5%) supplemental pay calculated on the employee's base rate of pay. The City pays for 100% of the cost for single coverage for full-time employees and 66.66% of cost for Dependent/Family Coverage. Upon retirement and separation from City employment, employee receives a monthly stipend of $350 per month, applicable toward retiree health coverage. Life Insurance: $50,000 Accidental Death & Dismemberment (AD&D): $50,000 Eye Care Reimbursement – Up to $250 every two (2) fiscal years (Employee only) EKG/Stress Test – Up to $150 reimbursement per fiscal year (Employee only) Physical Examination – Up to $250 reimbursement per fiscal year (Employee only) Employee Assistance Program (EAP) through Cigna Behavioral Employee Contribution = 8% Vesting = 10 Years Average Final Compensation (AFC) = 2.5% of pensionable earnings for each year of creditable service Maximum Benefit = 80% of AFC, not to exceed $80,000. Normal Retirement = Age 62 and ten (10) years of creditable service. Early Retirement = Age 57 and ten (10) years of creditable service, 3% annual reduction for each year prior to normal retirement age. 13th check based on monthly retirement, payable if the pension plan funding status is equal to or greater than 100%. Paid in December each year following retirement. Deferred Retirement Option Plan (DROP) = 4 years/48 months maximum. DROP Interest Rate = 4%, compounded annually. Based on successful completion of full-time, continuous service with the City, employee shall receive the following: Years of Creditable Service Longevity Benefit* 10 Years 2.5% 15 Years 2.5% 20 Years 5.0% * Longevity Benefit calculated on employee's base rate of pay Employees receive the following City-paid holidays: New Year's Day Martin Luther King Day Memorial Day Juneteenth 4th of July, Independence Day Labor Day Veterans' Day Thanksgiving Day Friday after Thanksgiving Christmas Day Annual leave may be taken as earned. Maximum accumulation each fiscal year is 360 hours. At time of resignation or retirement, employee is paid for all annual leave accrued at their current rate of pay. Annual leave is accrued based on continuous, full-time service with the City, as follows: Completed Months of Service Total Hours/Days Accrued Annually Up to and including first 60 months 128 hours/16 Days Greater than 60 months through 120 months 168 hours/21 Days Greater than 120 months through 204 months 208 hours/26 Days Greater than 204 months 248 hours/31 Days Annual leave cash out: Employee can opt to receive a non-pensionable cash payment twice per year for up to forty (40) hours of annual leave, provided accrued annual leave bank does not fall below eighty (80) hours. Floating holidays: Upon completion of (2