Departmental Application Support Analyst II

Departmental Application Support Analyst II Position Information

This position is primarily responsible for the maintenance, support, and longevity of the Cobb County Department of Transportation's operation management system along with its related integrations. The operation management system relies on Geographic Information Systems (GIS) for base maps, asset data, request locations, etc., so this position utilizes GIS frequently, including assisting the DOT GIS Manager with various GIS projects.

This classification is distinguished from the Departmental Application Support Analyst I in that incumbents in this class may assist the project manager in overseeing work groups, take the lead in the department for major system upgrades, and provide direct user support for department level applications.

• Provide department specific complex application user support to assigned applications: identify and resolve problems to restore service to user in a timely and efficient manner; work with central IS to design new or modify existing configurations to meet users' needs; and ensure compliance with applicable policies, procedures, and rules.
• Troubleshoot end-user problems: respond to initial on‑site requests for assistance and resolve problems; escalates problem to vendors or other personnel as appropriate; ensure continual operations of customers' software applications; and utilize diagnostic tools and other resources as appropriate.
• Conduct training programs for users of assigned application: write and/or revise user training manuals and lesson plans; select training times/locations based on users' needs; answer questions and provide information during and after training; and conduct one‑on‑one training sessions as needed.
• Assist with application upgrade projects: direct vendor on project implementation; configure system components; coordinate and conduct testing; coordinate and train end users and management regarding upgrade; track and monitor issues with upgrades; and collaborate with County staff and vendors regarding resolutions.
• Support applications with multiple web, application, and database servers; experience in SQL, SQL development, database reporting tools, and developing database queries; knowledge of source control concepts and change management procedures.
• Configure department specific systems and software; modify and maintain software using a variety of programming languages.
• Maintain an awareness of new applications, technologies, technical methods, trends, and advances in the profession: review professional publications, technical manuals, and websites to increase knowledge of technical and business operations; and attend conferences, workshops, and training sessions as appropriate.
• Perform other related duties as assigned.

Bachelor's degree in Computer Science, Management Information Systems, Computer Technology or related field required; supplemented by three years of experience in applications analysis, development, configuration, and support; experience with troubleshooting principles, methodologies, and issue resolution techniques; experience in developing training and technical documentation for end users; project management experience; additional years of experience in programming and application support functions may substitute for a portion of the required education;

or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

• Geographic Information Systems (GIS) experience
• Project management experience
• Possession of IT Infrastructure Library certification is preferred

Tasks require the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or workstation.

Some tasks require the ability to communicate orally. Essential functions are regularly performed without exposure to adverse environmental conditions.

Cobb County Government is proud to be an equal‑opportunity employer. We encourage applications from all qualified individuals, regardless of race, color, national origin, sex, religion, age, disability, or any other legally protected status.