Applications Support Analyst
Applications Support Analyst
As a city, Seattle is known as a dynamic leader in technology, innovation, and the environment. As an employer, the City of Seattle is leading local government in environmental stewardship and social justice among other things, making our city what it is today and shaping our exciting future. The organization’s workforce plays a meaningful role in making this possible.
Seattle IT is a trusted partner that provides secure, reliable, and compliant technologies enabling the City of Seattle to deliver equitable and responsive services to the residents of Seattle. This purpose statement is a simple declaration of who we are and why we do our work. It is intended to be a guide that helps us to not lose sight of why we perform everyday tasks or to invest effort to tackle difficult problems. It emphasizes that our existence as a department is to support our City partners. It reminds us that we are part of a larger organization that collectively is working towards improving the lives of the residents of our city. The 600+ strong professionals in Seattle IT are involved in the full spectrum of a modern IT enterprise offering many dynamic career opportunities. We hope you’ll join us!
The Applications Division is seeking candidates to fill two Application Support Analyst positions on the Strategy, Architecture, and Standards team. These positions report to the Division Operations Manager and provide a combination of support functions to the division in the form of triage and consult services, contract renewal processing, and low-touch application support of our work management tools – Azure DevOps and JIRA, as well as a small portfolio of legacy applications.
Job Responsibilities
We are interested in individuals who:
- can work closely with technical and non-technical partners
- think critically and analytically
- have an interest in continuous learning
- have awareness and interest in current IT technologies including future developments and changes in industry
- are excited about improving operational processes in a technology-focused environment
The responsibilities detailed below will be divided between the two roles for balance, but each incumbent will have the opportunity to become proficient in performing all functions of the Support Analyst position.
Request Triage & Consultation
A key part of this role will be fielding and providing input on requests for new and existing applications from clients and ITD partners. These requests are received via email, meetings, and service request queues in our IT Service Management system.
Support Analysts will:
- Provide initial assessment, triage, documentation, research, and routing of service requests regarding the use of application software products
- Coordinate information gathering with clients and ITD partners regarding new software requests to understand business cases, software solution features/capabilities, and technology compliance needs
- Communicate clearly and promptly on progress of each request to all appropriate parties
- Accurately document actions, communication, and progress on requests in ITSM system from start to finish
- Guide less technical individuals requesting work from Applications and to introduce them to the needed teams
- Collaborate with Applications managers and teams to understand supported application portfolios in order to better triage requests to appropriate teams
Low-Touch Application Support
The Applications Division supports a wide range of applications for business partners throughout the City of Seattle. The Support Analyst will be responsible for providing low-touch technical support to a small portfolio of legacy applications as well as administrative licensing support to our Azure DevOps, Jira, and Visual Studio. The Support Analyst will:
- Respond to license and new project workspace requests for Seattle IT Azure DevOps
- Respond to license requests for Visual Studio and JIRA
- Provide monthly report Visual Studio license usage data to Division Operations Manager
- Provide basic technical support and issue resolution for Azure DevOps
- Provide “low-touch” technical support to small portfolio of legacy applications. This includes liaising between client business users, vendor, and Seattle IT Infrastructure teams to resolve issues, perform application updates, and/or provide access to new users.
- Develop and maintain a deep understanding of small portfolio of legacy applications, as well as the associated business processes the applications support in order to better service the application and the clients
- Provide input to modernization efforts regarding candidacy for small legacy applications in order to improve our overall portfolio product offerings and reduce redundancy across the portfolio
Division Operations
As part of the Strategy, Architecture, and Standards team, the Support Analyst will have responsibilities in support of the business operations of the division. Some of these additional responsibilities include:
- Collaborating with Applications teams (and other ITD partners) to collect data on systems, processes, and work plan performance for metrics and reporting
- Maintain performance and work plan PowerBI reports for internal and external audiences
- Supporting department goals in promoting diversity, race, and social justice.
- Following established project or departmental review and approval processes and standards for all work.
- Other duties as assigned
Qualifications
Required Qualifications:
- Knowledge and experience of IT industry and IT Service Management
- Experience with work management tools such as Azure DevOps and/or JIRA
- Solid ability to function in Microsoft Office Suite of tools – Word, PowerPoint, Excel, Outlook
- Proven ability in documenting procedures and communications
- Demonstrated ability to convey technical information and needs to non-technical individuals and groups.
- Excellent analytical and problem-solving skills with the ability to elicit information from various clients
- Ability to work in dynamic environment with many customers and competing priorities.
Desired Qualifications
- Solid understanding of public sector and public sector technology environments
- Some basic application development experience in any language or desire to learn
- Capacity to work with a wide range of people with different skills and needs
- Experience with data analytics and data visualization tools (PowerBI preferred)
- Experience working with technology support vendors
Additional Information
Why work at the City of Seattle?
The City of Seattle recognizes every City employee must play a role in ending institutional and structural racism. Our culture is the result of our behavior, our personal commitments, and the ways that we courageously share our views and encourage others to do the same. To cultivate an antiracist culture, we seek employees who will engage in the Race and Social Justice Initiative by working to dismantle racist policies and procedures, unlearn the way things have always been done, and provide equitable processes and services.
The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.
Application Process: For optimal consideration, we encourage you to include a cover letter and resume with your application. We encourage you to use your cover letter to discuss why you want to do this work and how you meet the qualifications for the position. Your resume should summarize the talent, experience, knowledge, and skills you bring to this work. Apply online at https://www.governmentjobs.com/careers/seattle/
If you have any questions, please contact Melanie Vogt at Melanie.Vogt@seattle.gov.
Workplace Environment (Telework Expectation): This position offers the flexibility of a hybrid work schedule. At this time, hybrid telework schedules have a minimum requirement of two days onsite per week. Individual schedules will be based on operational needs and agreement between the employee and their supervisor.
This hiring process involves a background check of conviction and arrest records in compliance with Seattle's Fair Chance Employment Ordinance, SMC 14.17. Applicants will be provided an opportunity to explain or correct background information.
Who may apply: This position is open to all candidates that meet the minimum qualifications. The City of Seattle values different view points and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. The City encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience.
NOTE: This position is covered by a collective bargaining unit; International Brotherhood of Electrical Workers, Local 77. For information explore Local 77’s website.
#LI-MV1
- Agency
- City of Seattle
- Address
- Seattle Municipal Tower
700 5th Avenue, Suite 5500
Seattle, Washington, 98104
- Website
- http://www.seattle.gov/jobs