IT Technical Expert II (Applications Administrator)

Regular Schedule: 34 hours per week

A Non-Merit vacancy exists in the Department of Health and Human Services, Bureau of Behavioral Health.

Non-Merit positions are not classified within the Baltimore County Government Classification and Compensation Plan.

A list of eligible applicants will be established based on the examination as outlined below.

All interested candidates must apply at this time.

List all promotions and changes in job duties due to reclassification as separate work experience on your application. Applicants must include the dates of the promotions and reclassifications.

Note:  Failure to complete all fields of the "Work Experience" section of the application will result in your application not being considered.  A resume will not be considered in determining your qualifications for a position.  Applicants selected for an interview may provide a resume at that time.

You must attach proof of Licenses, Certifications and Education to your application.

Failure to submit proof of Licenses, Certifications, and/or Education will result in your application not being considered. Proof of licenses, certifications, and education must be submitted with each application.

DEFINITION OF RESPONSIBILITY:

Under general supervision of the Office of Information Technology (OIT), this position oversees and coordinates the development, implementation, maintenance, and enhancement of applications specific to the Department of Health. It provides vendor management, technical support, training, and guidance to agency and users and assesses and develops recommendations for process improvements and technology solutions for the agency. 

EXAMPLES OF ESSENTIAL DUTIES:

Application Management & Administration

• Manages application lifecycle activities, including upgrades, patches, defect resolution, and configuration changes using established IT system management processes.
 • Understands, documents, and implements system configuration changes within the product.
 • Modifies, develops, and customizes application fields, queries, and macros.
 • Aligns application capabilities with business processes to ensure efficiency and effectiveness.
 • Provides application process expertise and technical knowledge during system process, user, and issue review meetings.
 • Conducts recurring application access reviews and manages application security roles.

Technical Support & Issue Resolution

• Identifies and resolves application issues, system hardware malfunctions, and software errors; logs issues in both vendor and internal OIT ticketing systems.
 • Collaborates with internal IT teams on hardware or infrastructure issues and with vendors on hosted application issues, including access, connectivity, and network problems.
 • Supports hosted applications in an Azure Virtual Desktop environment.
 • Provides technical support, guidance, and training for the application’s end users.

Reporting & Data Management

• Creates, maintains, and develops reports using Crystal Reports, PowerBI, SSRS, and other third-party reporting tools.
 • Establishes and maintains application document management standards.
 • Provides guidance on data governance and data hygiene to ensure accurate and consistent data.

Collaboration & Stakeholder Engagement

• Collaborates with agency leadership and OIT management to develop policies, plans, and standards for effective software application use.
 • Works closely with business and technical teams to evaluate application processes, recommend improvements, and ensure optimal use of the system.
 • Provides consultation and support to agency staff regarding efficient use of the software.
 • Understands management roles and responsibilities and engages managers appropriately in product, customer, and application management decisions.

Documentation & Requirements

• Creates and updates system, user, and technical documentation.
 • Translates business or functional requirements into system and business processes.
 • Understands service level agreements and escalates unresolved issues to IT management when necessary.

EXAMPLES OF OTHER DUTIES:

Performs other related duties as required.

(NOTE: The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for all positions in this class. They may not include all of the essential job functions of each position in the class. Each position may not be required to perform all of the essential job functions listed.

Graduation from an accredited college or university with a bachelor's degree in Business or Computer Science.

plus 

At least two years' experience in the administration or support of software applications.

Additional experience may be substituted on a year-for-year basis up to a maximum of four years for the required education

Education, Training, and Experience: 

Knowledge and practice of release management and industry standards for: system quality management, hosted systems –troubleshooting Azure Virtual Desktop issues, Custom Report Building – Crystal Reports, SSRS, Power BI and SQL, and customer service experience preferred. Experience in process workflows and change management.

Proof of Licenses, Certifications and Education
Applicants are required to submit proof of licenses, certifications and/or education to meet the required and preferred qualifications of the position. Copies of licenses, certifications, and education are acceptable.

Failure to submit proof of Licenses, Certifications and/or Education will result in your application not being considered.  Proof of licenses, certifications, and education mustbe submitted with each application.

Proof of Degree Equivalency
Applicants who have obtained a diploma or degree from outside the United States of America are required to submit diploma or degree equivalence documentation from World Education Services, Inc. (www.WES.org)

Mail or deliver documents to:
ATTN: Application Administrator (IT Technical Expert II) - Non-Merit
Office of Human Resources
Baltimore County Government
308 Allegheny Ave.
Towson, MD 21204

You must attach proof of Licenses, Certifications and Education to your application.

EXAMINATION PROCEDURE
Applicants will be qualified based on an evaluation of their training and experience, as stated on their application, which includes answers to the supplemental questions. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes.

Work an average scheduled workweek of 34 hours, Monday through Friday. May occasionally require additional hours, which may include weekends, evenings and holidays. 24 x 7 on call required for production problms.