IT Senior Systems AnalystSno-Isle Libraries
Location: Service Center (Marysville)
Pay Range: $36.17 - $50.09 Hourly
Hours per Week: 40
Job Requisition: 20099
This position will remain open until sufficient qualified applicants are received. To ensure first consideration, please submit your online application by February 20, 2020.
The position is responsible for providing customer service-focused expert-level support for the operation and functionality of applications software throughout the Library organization. The IT Senior Systems Analyst provides leadership in collecting information to evaluate existing or proposed systems by consulting with a wide variety of library staff to determine hardware, software and business needs, and leads the development of recommendations for software applications used to support the Library's core service of providing access to computers and connectivity.
- Lead service delivery of the IT Help Desk by scheduling coverage, assisting the IT Enterprise Systems Manager in analyzing service delivery, coordinating service adjustments and provide training to IT staff as necessary.
- Lead and provide advanced (Tier 4) support for application software, including but not limited to project management, operating systems, word processing, room reservation, computer time and print management, public discovery interface, equipment reservations, and other software as assigned.
- Lead the development of best practices, procedures, and process documentation and appropriately communicate with users as needed.
- Meet with organizational stakeholders to analyze, evaluate and document operational requirements and make recommendations to optimize the Library District's use of application software. Contact third party vendors to obtain specifications and assess vendor proposals.
- Work with the IT Enterprise Systems Manager to develop and coordinate short- and long-range strategies for application software needs of the Library District and its customers.
- Conduct technology project management tasks including needs assessments, planning sessions, data gathering and analysis. Work closely with project teams to define project scope, timelines, deliverables, and implementation plans. Research, analyze, and prepare reports and other related materials. Develop, monitor, and report expenditures of project budget. Document all phases to contribute to a comprehensive online project archive.
- Prepare cost benefit analyses for application software upgrades, acquisition or replacements as requested.
- Lead the diagnosis and documentation of application software problems and the effective communication of issues to users in a timely manner.
- Receive and process requests for technology support services. This includes determining the urgency of service requests for continuity of customer service, suggesting actions to users to overcome technical problems, diagnosing the issue for assignment to appropriate staff, and working closely with other IT staff as needed to gather information to respond, track and follow-up on service requests to ensure that issues are resolved.
- Provide support to library staff, as assigned.
- Utilize support contracts by coordinating repairs with vendors as needed.
Additional Duties and Responsibilities
- Assist in the documentation process as it relates to Disaster Recovery and Business Continuity, as directed by the IT Enterprise Systems Manager.
- Perform SQL administration, maintenance and reporting. Lead and document SQL upgrades, updates and patches.
- Provision, maintain, and support technology endpoints to enable staff to fulfill library priorities and core services.
- Provide end-user support for authorized software, hardware, and systems.
- Provide consultation support for technology related acquisitions and engagements.
- Attend meetings, trainings, and workshops as assigned.
- Assist with special projects as required.
- Perform other duties as assigned.
The position reports to the IT Enterprise Systems Manager. The position does not supervise the work of others.
Core Library Competencies
- Adaptability: Adjust nimbly to obstacles or changing conditions to arrive at the desired goal.
- Communication: Express self clearly, effectively, and compellingly in written, verbal, and nonverbal messages.
- Customer Service: Build and maintain responsive, effective relationships with internal and external customers.
- Interpersonal: Accurately perceive others and the impact of one's own behavior to balance relationship and goal needs appropriately and positively in interactions.
- Professionalism: Align behavior with the library's mission, values, and strategic focus in serving a diverse stakeholder community.
- Valuing Diversity: Manages relationships with all people inclusively and equitably; conveys respect by valuing and encouraging the unique dimension each employee adds to the organization and each member of the community brings to the whole. Demonstrates an ongoing commitment to expand one’s own awareness, knowledge, and skills of others’ cultures, beliefs, identities, languages, interpersonal styles, and behaviors.
Required Knowledge, Skills, and Abilities
- Strong customer service and communications skills.
- Demonstrated ability to work cooperatively and maintain effective working relationships with others.
- Ability to speak, read, write and understand English clearly and concisely.
- High level of proficiency in Microsoft Office products.
- Basic knowledge of structured query language (SQL).
- Demonstrated effective technical writing skills.
- Ability to communicate computer concepts and terminology with staff and vendor partners.
- Ability to operate relevant computer systems including hardware and software, such as word processing, database, and spreadsheet software, e-mail, internet navigation and other office equipment and security systems.
Education and Experience
- Associate degree in computer science, or related field required. Bachelor's degree preferred.
- At least four years of experience in providing technology support or equivalent combination of technical training and related experience is required.
Physical and Environmental Conditions
The physical demands described here are representative of those that must be met by a staff member to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the incumbent is required to talk, hear, sit, stand and walk; use hands to finger, handle or feel. May be required to stoop, kneel, crawl, climb, reach, and balance. Specific vision abilities include sufficient vision to read and recognize numbers and alphabetical characters on computer monitors, books and papers. An incumbent must be able to operate hand tools, lift and/or move equipment or materials weighing up to 50 pounds and must be able to set up equipment used in training and demonstration.
Incumbents are required to travel throughout the Library service area to community library locations. To accomplish this travel, the incumbent must be able to drive and hold a valid Washington State driver's license or arrange independently for such travel.
The following questions will be asked during the application process:
- Describe one specific example of how you provided remote support for computer hardware and one specific example of how you provided advanced support for application software to meet the needs of your customer(s).
- Describe your experience coordinating and analyzing IT service support delivery. Provide a specific example.
- Describe your experience developing and communicating best practices, procedures, and/or process documentation. Provide a specific example and describe your role.
- Describe your experience working with stakeholders to analyze and evaluate operational requirements and make recommendations for organizational application software needs. Provide a specific example.