IT Support Specialist - Water

The purpose of this job is to take responsibility for testing, system configuration and implementation, process and report creation and maintenance, end user training, as well as general administration of the water customer information system (CIS). Administers and coordinates information systems used by the Water Department and other departments. Facilitates production of data to achieve department objectives (eg, ATT, Winter Average, etc.) to ensure compliance of Department Rules/Regulations, State Tax Codes, and other City Ordinance. Works with other City Departments, IT Staff, and vendors to develop new systems, resolves system problems, plan and schedule technology installations and upgrade. Conducts administrative research of departmental operations and systems for planning, budgeting, and evaluation purposes. Serves as a liaison between the Water Department and other City operations. Serves on various teams as it relates to the operation of the department information systems. Create and maintain application interferes. Analyzes administrative plans and current practices for simplication through information systems. Supports billing, meter reading, and field operations processes, and all CIS interfacing applications.

Essential Duties and Responsibilities:

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Provides a wide range of end-user support services for City users for a wide range of hardware, network infrastructure, operating systems, telecommunications equipment and applications. 
• Reviews, assesses, tracks and resolves system and user issues for multiple systems and software applications including system interfaces
• Configures and maintains systems and streamlines system processes; collaborates with other City departments including City IT and various vendors to develop and implement system processes
• Provides user management including adding, deleting and assigning to proper user and user group permissions for software applications and hardware
• Creates or updates policies, procedures, work instructions, and training documents; creates, maintains and conducts training for system users
• Creates reports and monitors solutions for internal and interdepartmental use; compile and analyzes data for managerial decisions
• Audits and monitors systems for daily operations, including interface operations; plans and schedules technology installs; System restarts after server reboots
• Performs monthly, quarterly and year-end tasks to maintain departmental compliance with Rules and Regulations, City Ordinances, State Laws and Water Rate Study
• Configures the CIS and executes functional, daily operations and acceptance testing including upgrades to keep in line with industry standard, technical resolution and vendor support
• Provides written and oral reports to management
• Performs related work as required

Required Education and Experience

• Associate’s degree in Computer Science, Information Technology, Computer Engineering, Business Information Systems, or a related field

--AND--

• Three (3) years of related work experience 

--OR--

• Any equivalent combination of training, education, and experience that provides the required skills, knowledge, and abilities

We Offer:

• Medical, Dental, and Vision starting on Day 1
• 6% employee 401a contribution with employer matching (6% or 7% based on bargaining unit)
• Employee & Employer contributions to Retiree Health Savings Account
• Voluntary benefits such as term life insurance, flexible spending accounts, accidental insurance, disability insurance, and deferred compensation plan options
• Twelve Paid Holidays
• Paid Vacation and Sick Time
• Paid Parking (if applicable)
• Employee Home Ownership Incentive
• Tuition Reimbursement and professional development opportunities
• Paid Parental Leave
• Employee Assistance Program with free mental health counseling
• Comprehensive Wellness program with a health and wellness incentive
• Employee Discounts and Perks

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our Leaves and Accommodations Analyst, Amanda Kaulback. Email [email protected] or [email protected]or by phone at (616) 456-4668.

The City of Grand Rapids does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy or gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Please Note:
This position is subject to the provisions of the applicable collective bargaining agreement and all relevant civil service rules.  For additional information, links to union agreement and Civil Service Rules are provided below.  

Collective Bargaining Agreements

Civil Service Rules