Senior Application Support

Supplemental Recruitment Notice

THIS IS A SUPPLEMENTAL RECRUITMENT. Applicants who recently applied but were deemed ineligible and wish to be considered for this position must re‑apply by the closing date.

This is technical, specialized work providing support and maintenance to City of Miami applications that support business operations. An incumbent is responsible for working with IT and operational teams (internal and external) that plan and coordinate the overall configuration, development and deployment of all applications assigned as a primary and/or back‑up. Work requires project management, communication, organization, and independent problem‑solving skills.

General supervision is received from a higher‑level administrator.

• Evaluating, installing, configuring, and deploying new applications, systems software, products, and/or enhancements to existing applications throughout the enterprise.
• Managing, maintaining, updating all users, roles, and security.
• Coordinating studies, pilots, tests and demonstrations for software and system products under consideration for purchase and providing recommendations based on findings.
• Liaising with City's software suppliers for prompt rectification of any problems or emergencies.
• Providing application support for Enterprise software solutions that involve two or more departments and/or the applications that interface with two or more different applications.
• Serving as contact/liaison for functional users, the systems vendor(s), Applications and IT technical teams.
• Providing application‑level expertise, bridging the gap between the user and Application staff from IT or the vendor(s).
• Managing and maintaining multiple on premise and cloud based applications that support business operations assigned by direct supervisor or a higher‑level administrator.
• Coordinating and supporting solutions and/or applications from other cloud based services:
  SaaS, IaaS, PaaS, BaaS, etc.
• Working to identify and develop "power users" within each department who can respond to routine functional and training issues, troubleshoot systems issues, receive problem report from user(s), work with the users to understand, resolve the problem and ensure proper follow‑up, refer the problem to the service desk and/or the vendor, as needed, and keep good documentation of all issues, pending and resolved.
• Developing and maintaining up to date technical systems policies and procedures.
• Monitoring implemented systems or procedures, to assure attainment of goals and objectives of management.
• Scheduling and ensuring all changes with the Change Advisory Board (CAB) for approval prior to executing.
• Preparing and maintaining quality assurance policies, program logic, documentation, process diagrams for current and new releases and intended functionality.
• Supervising the implementation and testing of newly developed and existing processes or applications, providing input and eventual approval to promote from development, staging, QA, to production.
• Reporting issues within the current system identified and used to track issues and work orders to ensure issues are identified, tracked, reported on and resolved in a timely manner.
• Identifying systems and organizational difficulties hindering the accomplishment of objectives.
• Developing and communicating training, documentation, and Frequently Asked Questions (FAQ's) for the Customer Support Staff and for end users and other user‑related activities.
• Providing technical support to all applications and resolve issues.
• Securing clear possession of problem identification, its analysis, impact analysis and solutions.
• Evaluating all problem and impact analysis and recommending solutions and workarounds.
• Assisting representatives from counterparts of application and resource planning and comprehending all business requirements and preparing documents.
• Assisting with implementation activities such as project meetings, review and approval of deliverable documents (detailed design specifications, test plans, schedule updates, etc.), system testing, and facilitating user training and system acceptance.
• Conducting and maintaining up to date inventory of…