Senior Systems Support Analyst; IT Systems Technical Specialist

Introduction

When you join the Maryland Department of Human Services (DHS), you join a team of more than 5,000 employees across the state dedicated to positively changing the lives of more than 1 million Marylanders each year. We do this by providing economic support, preventive services, and caring for children and adults.

We aim to deliver services so that we more quickly meet the needs of the people we serve. At DHS, we grapple with hard questions to find new ways to foster a culture of bold innovation. We do this to ensure that in Maryland, we leave no one behind.

This is a full-time contractual position.

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Maryland Department of Human Services
Office of Technology Human Services
1100 Eastern Blvd
Baltimore, MD, 21221

The primary role of this position is to plan, design, evaluate, and provide advanced Tier 3 technical support and systems engineering expertise within the Eligibility Systems Pillar of the Office of Technology for Human Services (OTHS). The position provides high-level technical problem analysis, application diagnostics, database queries, and root-cause resolution for critical web-based systems hosted on the AWS cloud environment (MD THINK platform).

This position directly supports the core Eligibility Systems,

Perform advanced troubleshooting for specialized eligibility systems: E&E, OHEP, WORKS, MORA, and LTC within the AWS/MD THINK. Provide critical off-hour coverage to handle emergency system outages, monitor production environments, and validate hotfixes. Conduct in-depth research, system diagnostics, and root-cause analysis into complex application and database errors escalated from Tier 1 and Tier 2 help desks across the state. Develop highly comprehensive technical test plans, matrixed test cases, and regression scripts within Agility/JIRA based on complex user stories and bug validation criteria.

Analyze test execution logs and upload screen captures, trace records, and system behavior data into verification tools.

Experience:

Seven years of experience designing, developing, testing, implementing and maintaining application, communication, database or operating systems software.

Notes:
1. Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate and thirty credit hours from an accredited college or university in Computer Science, Computer Technology, Management Information Systems or other information technology-related field to include coursework in application, communication, database or operating systems software technology for four years of the required experience.

2. Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate and one year of experience designing, developing, testing, implementing and maintaining application, communication, database or operating systems software for four years of the required experience.

3. Candidates may substitute experience operating computer systems; or scheduling, controlling input and output to process data on computer systems; or evaluating, implementing and maintaining computer hardware and software; or converting data from project specifications by developing program code using generally accepted computer programming languages on a year-for-year basis for a high school education.

4. Candidates may substitute the possession of a Bachelors degree from an accredited college or university in Computer Science, Computer Information Technology, Management Information Systems or other information technology-related field to include coursework in application, communication, database or operating systems software technology and three years of experience designing, developing, testing, implementing and maintaining application, communication, database or operating systems software for the required experience.

5. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Computer Systems Operations classifications or Computer Systems Operations specialty codes in the Information Technology field of work on a year-for- year basis for the required experience.

One year of experience using JIRA, Agility, or a similar issue-tracking tool to create technical test plans, track software bugs, or manage product backlog items.

One year of experience using SQL or similar database query tools to perform backend troubleshooting, root-cause analysis, or data anomaly isolation.

One year of experience providing advanced Tier 3 technical support, system validation, or incident management for web-based applications hosted in a cloud environment (such as AWS).

One year of experience must have involved providing advanced Tier 3 technical support, performing root-cause analysis on escalated application bugs, and querying backend databases to isolate data anomalies or system bottlenecks.