Application Support Analyst II

This position is primarily responsible for the maintenance, support, and longevity of the Cobb County Department of Transportation’s operation management system along with its related integrations. Moreover, the operation management system relies on Geographic Information Systems (GIS) for base maps, asset data, request locations, etc., so this position utilizes GIS frequently, including assisting the DOT GIS Manager with various GIS projects.

Distinguishing Characteristics

This classification is distinguished from the Departmental Application Support Analyst I in that incumbents in this class may assist the project manager in overseeing work groups, take the lead in the department for major system upgrades, and provide direct user support for department level applications.

Essential Functions

Provides department specific complex application user support to assigned applications: identifies and resolves problems to restore service to user in a timely and efficient manner; works with central IS to design new or modify existing configurations to meet users’ needs; and ensures that computer equipment and operations are in compliance with applicable policies, procedures, and rules.

Troubleshoots end-user problems: responds to initial on-site requests for assistance and resolves problems; escalates problem to vendors or other personnel as appropriate; ensures continual operations of customers’ software applications; and utilizes diagnostic tools and other resources as appropriate.

Conducts training programs for users of assigned application: writes and/or revises user training manuals and lesson plans; selects training times/locations based on users’ needs; answers questions and provides information during and after training; and conducts one-on-one training sessions as needed.

Assists with application upgrade projects: directs vendor on project implementation; configures system components; coordinates and conducts testing; coordinates and train end users and management regarding upgrade; tracks and monitors issues with upgrades; and collaborates with County staff and vendors regarding resolutions.

Supports applications with multiple web, application, and database servers; experience in SQL, SQL development, database reporting tools, and developing database queries; knowledge of source control concepts and change management procedures.

Configures department specific systems and software; modifies and maintains software using a variety of programming languages.

Maintains an awareness of new applications, technologies, technical methods, trends, and advances in the profession: reviews professional publications, technical manuals, and websites to increase knowledge of technical and business operations; and attends conferences, workshops, and training sessions as appropriate.

Minimum Qualifications

Bachelor’s degree in Computer Science, Management Information Systems, Computer Technology or related field required; supplemented by three years of experience in applications analysis, development, configuration, and support; experience with troubleshooting principles, methodologies, and issue resolution techniques; experience in developing training and technical documentation for end users; project management experience; additional years of experience in programming and application support functions may substitute for a portion of the required education; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Preferred Qualifications

Geographic Information Systems (GIS) experience
Project management experience