Application Support Analyst

STATE OF TENNESSEE

TREASURY DEPARTMENT

CLASS SPECIFICATION

 

Class Title  Salary Grade/Range

Information Systems Analyst 4  Negotiable

Functional Title

Application Support Analyst

Effective Date  Non-Civil Service Division

January 1, 2008  Information Systems

 

SUMMARY

Under the general supervision of the Application Support Manager, provide operational and maintenance production support for applications.  Monitor scheduled production activities and confirm success.  Run ad hoc jobs as assigned; provide Tier 2 (“how to”) trouble item resolution.  Coordinate with third party vendors and state IT technology groups to resolve system availability and performance issues; Proactively manage performance and capacity levels for applications; Insure application data is properly created, maintained, stored, archived, and purged; Evaluate operational and support capabilities and requirements for proposed new or revised application systems; Work with Treasury Department divisions and OIR to provide business continuity of production applications. 

DISTINGUISHING FEATURES

This is an Analyst-level position that is focused on production support and maintenance issues in conjunction with Server Administrators in OIR, the Relationship Management team, Project Management team, Treasury Program areas, Application Developers, external vendors and other state agencies. Maintains data integrity within assigned applications.  Assists the end user with questions, runs scheduled jobs, monitors scheduled jobs, and runs reports.  Serves, on project teams as directed. Tests and implements new technologies and system upgrades. 

EXAMPLES OF DUTIES AND RESPONSIBILITIES

1.  Maintain application availability at published service levels

2.  Provide production support (i.e., run scheduled jobs and reports, etc.)

3.  Monitor production performance; investigate and troubleshoot when problems arise

4.  Provide “Tier 2” (how to) support for end users as assigned by the Help Desk

5.  Participate on project teams as needed

6.  Counsel Business Analysts and clients on most efficient ways to accomplish business requirements

7.  Develop and prepare ad-hoc reports for users and management using EasyTrieve, SAS, Culprit, Access, Toad, Crystal Reports, etc.

8.  Estimate work effort for new application implementation

9.  Answer questions from clients regarding applications

10.  Process, schedule and run production jobs in response to program area needs

11.  Monitor production schedules and results and manage the recovery of system failures

12.  Monitor the interaction of application and software environment updates and changes to proactively maintain service levels

13.  Assist in the design, development, updating and testing of business resumption plans

14.  Assist in the design of security policy as it relates to systems level maintenance and support

15.  Coordinate with application developers to test and implement system upgrades

16.  Maintain application failure and trouble ticket statistics annotated with release information

17. Review production support and application support documentation for each software release for adequacy of revision required for functional changes

18. Other duties as assigned.

 

MINIMUM QUALIFICATIONS

Graduation from an accredited college or university with a B.S. in Information Systems or Computer Science or equivalent experience. 

A minimum of 2-5 years in comparable positions is preferred. 

Application Development and/or Support experience required. 

Specific technology certifications ideal, but not required.

Experience with half or more of the technologies in each functional group: 

Production Processes: 

Windows Scripting, WinBatch, UNIX scripts, AWK or SED, VI, MS-DOS .BAT scripts, JCL, Roscoe, TSO

  Database:

 DB2, SQL, SQL Server, Oracle, IMS-DB

  End User/Productivity: 

MS Excel, Access, Visio

  Client-Server/Web Environment: 

IIS, TOAD, .NET environment, XML, SharePoint, Web services

  Communication: 

FTP, Connect Direct or Connect Mailbox, SSH, Networked X10 display, TN3270, Hummingbird Maestro/Exceed, Syslog.

 

Criminal background check and social security number trace is required for this position.

 

RECOMMENDED COMPETENCIESAnalytical, Problem-Solving ThinkingTechnology Expertise – IBM Mainframe and/or Distributed Systems supportGood Communication Skills (oral)Customer Service focus and attitudeTechnical Training experience a plusKnowledge of Treasury and Retirement business functions and workflows is a plus; familiarity with NACHA Rules and Regulations, Federal Reserve processes and directives and other financial system security needs and requirements