POSITION SUMMARY: Professional work that plans, assigns, schedules, leads, monitors, and reviews the work of others in assigned area. Maintains or improves the performance of assigned teams, including participating in two-way coaching discussions, providing input to performance evaluations and providing job-related training. Also leads project teams in planning, analyzing, designing, constructing, testing and implementing complex integrated information technology systems.
EXAMPLES OF PROFESSIONAL WORK : • Plans, assigns, schedules, monitors, reviews and leads the work of others, including providing coaching, mentoring, training, guidance, and follow-up to maintain and improve team performance.
• Ensures compliance with all policies, procedures, rules and regulations.
• Directs activities of SME's in installing hardware and software, resolving operating problems, providing technical assistance and training to users and evaluating suitability and compatibility of completed installations.
• Monitors production systems and initiates corrective and restorative actions.
• Plans and schedules personnel and equipment to meet business needs in normal, abnormal and emergency situations.
• Provides and/or directs others in providing consultative services to users to enhance proposed business solutions and determine the best course of action.
• Evaluates user requests to determine feasibility, estimate cost and time requirements and assess compatibility with existing system capabilities.
• Provides direction for the resolution of new and unusual problems and responds to unique circumstances implements solutions to systemic problems.
• Develops, reviews, updates and enforces technical standards and operating procedures to ensure systems reliability, availability and capability.
• Supports ITSM practices, including incident management, problem management, change management, request fulfillment, knowledge management, and service improvement.
• Assists in disaster recovery testing.
• Participates in ongoing training to continuously upgrade leadership and technical knowledge and skills.
• Performs other job-related work as assigned.
SUPPLEMENTAL REQUIREMENTS: Problem Management:
- Provides proactive problem management for the entire Technology Services organization and technical leadership for the Network Operations Center ( NOC ) and operational support staff of Technology Services. Must have advanced knowledge of Help Desk application administration and support.
- Responsible for:
ü Application coding and maintenance of Help Desk application including self-service and knowledgebase.
ü Database support of Help Desk for all information.
ü Configuration Management of all Server/network/PC devices.
ü Regular reports to Technology Services management on individual requests.
ü Provision of data on analysts for Job Factors.
ü Trend analysis.
ü Operations support for all system tape backups.
ü Lead Problem teams and participate in problem resolution and documentation.
Incident Management:
- Provides technical leadership for the resolution of all end user problems and issues, including the Help Desk, PC Support, PC Deployment, end user hardware and software configurations standards and Statement of Partnership (SOP) projects with the Project Management Office (PMO).
- Must have advanced knowledge of Help Desk system administration and support.
- Responsible for:
ü Application coding and maintenance of Help Desk system, including self-service and knowledgebase.
ü Database support of Help Desk for all information.
ü Configuration Management of all Server/network/PC devices.
ü Regular reports to Technology Services management on individual requests.
ü Provision of data on analysts for Job Factors.
ü Lead Incident teams and participate in restoration of normal service. Ensure proper documentation of the incident, resolution, and associated work-around(s) are completed.
Qualifications OPEN REQUIREMENTS: Bachelor of Science degree in Computer Engineering, Computer Science, Information Systems Security, Information Technology, or related discipline and six (6) years of professional experience in the specific computer systems analysis, software development &/or system configuration discipline being recruited.
-OR-
Ten (10) year combination of education, training and experience in the specific computer systems analysis, software development &/or system configuration discipline being recruited.
Required to help maintain 24 X 7 systems availability.
LICENSE/CERTIFICATION/REGISTRATION: A valid driver's license is required prior to employment and must be maintained during employment in this classification.
Certification, Registration and/or Training specific to the job may be required during employment.
The minimum salary for this position is $86,424.00 Salary will vary based on education, experience, skills, and abilities. PHYSICAL REQUIREMENTS: Sitting Up to 7 hours per day
Lifting Up to 2 hours per day
WalkingUp to 2 hours per day
Up to 50 max. pounds
StandingUp to 3 hours per day
PushingWill not generally apply
BendingUp to 2 hours per day
Up to 50 max. pounds
SquattingUp to 1 hour per day
PullingWill not generally apply
StoopingUp to 2 hours per day
Up to 50 max. pounds
ReachingUp to 2 hours per day
ClimbingUp to 1 hour per day
BalancingUp to 1 hour per day
StairsUp to 1 hour per day
TwistingUp to 1 hour per day
LadderWill not generally apply
CrawlingWill not generally apply
Step-stoolWill not generally apply
KneelingWill not generally apply
Excessive heatWill not generally apply
TypingUp to 6 hours per day
Excessive coldWill not generally apply
Data EntryUp to 6 hours per day
DustWill not generally apply
HumidityWill not generally apply
Loud NoiseWill not generally apply
Hands in WaterWill not generally apply
Unusual hearing or vision demands:None specified
Other physical demands or notes:JEA employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.
Must possess sufficient strength and agility to perform lifting, climbing and carrying of tools and equipment. Able to wear appropriate safety equipment; work at heights and perform arduous duties.
