Systems Support Analyst - Richmond, United States - Department of Elections

Description

Title:
Systems Support Analyst


State Role Title:
Info Technology Specialist IV


Hiring Range:
Up to $85,000


Pay Band: 5


Agency:
Department of Elections


Location:
Department of Elections


Recruitment Type:
General Public - G


Job Duties

Organizational Objective
The Department of Elections promotes and supports accurate, fair, open and secure elections for the citizens of the Commonwealth.

Elect ensures the proper administration of election laws, campaign finance disclosure compliance, and voter registration processes in the state by promulgating rules, regulations, issuing instructions, and providing information to local Electoral Boards and general registrars.

The Department of Elections envisions a highly modern, efficient and professional electoral process that is trustworthy and accountable at all levels and engages Virginia's diverse citizenry in the most fundamental right in a democratic society: the right to vote.

About the Position

The Systems Support Analyst ensures the integrity of the electoral process through providing tier two technical support services for all agency systems to election administration officials and agency staff.

Assists the agency in the creation and maintenance of system user documentation and training. Develops knowledge and functional area expertise of agency business processes. Oversees the agency tier one vendor.

Reviews monthly reports from the vendor, ensures tickets are transferred from the vendor to the agency on a timely basis.

Ensures agency tickets are assigned to appropriate staff for resolution. Reports to management on ticket statistics for both tier one and tier two tickets.

Works to increase the ability for the tier one vendor to resolve more tickets during the first contact by the customer, reducing the number of tier two tickets.

Participates in teams and maintains positive, professional relationships with colleagues and customers. Demonstrates initiative, timeliness, self-professional development and strong oral and written communication skills.


Minimum Qualifications

• Experience providing support for end users working on election/votingrelated systems.
• Experience managing ticket queues;
• Experience developing and maintaining user documentation;
• Experience setting up and troubleshooting Windows desktop devices and peripherals;
• Knowledge of Microsoft Office;
• Ability to create reports for consumption by agency management;
• Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions and approaches to problems;
• Ability to provide information analysis proactively and interactively with business staff;
• Possess good organizational and communication skills;
• Be a team player;
• Have business awareness and be willing to learn about new developments.

Additional Considerations

• Experience with web conferencing systems and ticket management systems preferred. (Jira, ServiceNow, Remedy)
• Agile methodology experience preferred.
• One year elections experience preferred.

Special Instructions
Must have or be able to obtain a valid driver's license.


Contact Information

Name:
Debbie Wyatt-Smith


Phone:

Note**:

Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.

Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force.

**Equal Opportunity Employer