Lead Application Support Administrator; Techshare

Summary

The incumbent of this position leverages expert-level knowledge to provide support to application users for the most complex application administration requirements of County users relating to configuration design, modification and data analysis as requested and supports application upgrades and conversions. The incumbent focuses on application administration support functions for complex applications with a community of business (CoB) and/or County-wide (enterprise) user base.

The incumbent provides highly complex programming and support functions for ancillary add-ons and user exits as needed to facilitate the consumption of applications. The incumbent creates common processes to evaluate and respond to end‑users’ feedback, requests and application‑use optimization requirements. The incumbent coordinates and conducts application and project training with appropriate end‑user departments. Keeps current on legal and technical issues that impact the County.

Tarrant County employees enjoy superior health, retirement, and insurance benefits & 13 County Holidays.

• Communicates with end‑users and third‑party vendors to obtain requirements for major projects and application updates.
• Leverages expert-level/domain knowledge to design, develop, maintain, and execute testing of new and changed functionality. Documents processes and procedures.
• Installs, modifies and maintains system tables and configurations based on CoB and/or enterprise-wide customer needs and business requirements.
• Updates system end‑user and training documentation. Conducts and supports end‑user training as needed.
• Actively partners with business units to identify improvements that will increase efficiency of the systems and researches and implements application‑use optimizations.
• Provides second‑level end‑user support for the most complex end‑user application administration requests and requirements.
• Performs configuration management.
• Conducts statistical reporting to management to aid data‑driven management decision‑making.
• Manages interface and associated error logs and applies analytical tools to identify common trends to aid proactive problem resolution.
• Maintains business process procedures in conjunction with the process owners.
• Resolves Request/Incident tickets from users and provides telephone and onsite technical support to troubleshoot and fix the most complex application‑use problems.
• Works closely with vendors to resolve issues and manage deployments.
• Analyzes and resolves application data problems. Leverages analytical tools to identify and document any trends to drive proactive problem resolution.
• Provides highly complex programming and support functions for ancillary add‑ons and user exits as needed to facilitate the consumption of applications.
• Manages user access rights.
• Performs all other related duties as required.

Bachelor’s degree or equivalent.

Three (3) years of business operations and business‑related application experience required. Prior supervisory experience desired.

Certification in IT Infrastructure Library (ITIL) Foundation preferred.

Any industry certifications in enterprise resource planning (ERP) systems is a plus.

Must have a valid and current driver’s license.

Extensive and broad-based experience with demonstrated understanding of business applications within a large and diverse enterprise environment or community of business.

Strong interpersonal skills with the ability to easily and effectively interact with technical, non‑technical, support, and business staff at all levels.

Demonstrable customer service skills and ability to professionally interact with a staff of disparate personalities.

Must be able to multi‑task and work independently on most complex assignments using independent discretion and judgment as well as transition quickly between projects/issues.

Regular attendance is essential.

Ability to work independently or as part of a team.

Extreme attention to detail is mandatory.

Ability to communicate user requirements to both technical and non‑technical County staff and vendors.

Ability to participate in multiple projects concurrently…