IS Application Support Supervisor (Open and Promotional)

The Information Services Department is seeking highly qualified professionals for the position of IS Application Support Supervisor .

DEFINITION

• Under general direction, supervises, assigns, reviews, and participates in the work of staff responsible for providing applications system support, maintenance, and modification in support of the County's management information systems;
• ensures work quality and adherence to established policies and procedures; performs the more technical and complex tasks relative to assigned area of responsibility;

and performs related work as required.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from assigned program manager and exercises direct and general supervision over assigned staff.

CLASS CHARACTERISTICS

This is a full supervisory-level class in the IS Applications Support Analyst classification series that exercises independent judgment on diverse and specialized information services functions and has significant accountability and ongoing decision-making responsibilities associated with the work.

The incumbent organizes and oversees day-to-day information services activities, projects, and programs for a major section within the division and is responsible for providing professional-level support to the Division Manager and Assistant Director in a variety of areas.

This class is distinguished from other supervisors in the department by supervising staff primarily assigned to programming and applications systems support functions.

The ideal candidate will possess a minimum of three years of professional supervisory experience.

RESPONSIBILITIES

• Plans, prioritizes, assigns, supervises, reviews, and participates in the work of staff responsible for application systems research, development, and conversion, installation, and maintenance projects.
• Participates in the development and implementation of goals, objectives, policies, and priorities for assigned function;

recommends within departmental policy, appropriate service and staffing levels.

Develops and maintains service level agreements (SLA) for applications system support services; establishes schedules and methods for providing applications system services;

identifies resource needs; reviews needs with appropriate management staff; allocates resources accordingly.

Participates in the development of policies and procedures; monitors work activities to ensure compliance with established policies and procedures;

makes recommendations for changes and improvements to existing standards and procedures.

Participates in the selection of, trains, motivates, and evaluates assigned staff; works with employees to correct deficiencies;

recommends discipline to the Program Manager and Division Manager.

Participates in the preparation and administration of assigned program and project budgets; submits budget recommendations;

monitors expenditures.

Participates in administering information services related contracts; works with other divisions and / or departments to negotiate or renew cost effective contracts;

monitors and evaluates contractor performance to ensure compliance with County and department standards; initiates corrective action as appropriate.

Supervises or serves as a project team leader for the most complex software applications research, development, conversion, installation, and maintenance projects, including planning, organizing, and defining project requirements, methods, and end objectives in consultation with end users;

coordinates project activities with team members, other section staff, user representatives and outside vendors.

Supervises and participates in interviewing, analyzing, and documenting end user work processes and systems requirements;

conducts systems walk-throughs and technical reviews; develops or refines system specifications, including evaluating and testing vendor software packages for conformance with user requirements and priorities.

• Supervises the preparation of feasibility studies, cost and benefits analyses, product evaluation, requirement specifications, designs, and other analyses and documentation.
• Supervises and participates in designing business processes and work flow strategies for the management, access, and retrieval of data, defines data rules and relationships, and develops methods for quality control of databases.
• Supervises and participates in the design of data analysis and processing methods, software and systems, web applications and user interfaces, and system enhancements.
• Supervises and participates in the development and documentation of business processes and relates them to application software;

recommends and implements procedural and operational modifications to optimize internal and customer workflows.

• Supervises the development and execution of test plans to ensure application performance conforms to specifications.
• Responds to and resolves software users' inquiries and complaints and escalates problems or issues to vendor representatives as needed.
• Supervises formal and informal training programs on use and operation of application system software.
• Conducts special research assignments, gathers data, and prepares reports for consideration by management or special committees.
• Supervises the development and maintenance of user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
• Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of information technology.
• Performs other duties as assigned.

KNOWLEDGE OF :

• Principles and practices of employee supervision, including work planning, assignment, review and evaluation, coaching, mentoring, and the training of staff in work procedures.
• Basic principles and practices of budget development, administration, and accountability.
• Operations, services, and activities of assigned information services program.
• Advanced principles and practices of computer systems management, analysis, design, and maintenance.
• Various software packages including word processing, spreadsheet, SQL database and database management, and reporting tools.
• Data processing management and general administration practices and techniques.
• Advanced techniques and methods of system evaluation, implementation, and documentation.
• Advanced data management theory, principles, and practices and their application to a wide variety of services and programs.
• Principles and practices of project management.
• The organization, operation, and functions of the department as necessary to assume assigned responsibilities and to determine appropriate point of escalation.
• Applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
• Modern office practices, methods, and computer equipment and applications related to the work.
• English usage, spelling, vocabulary, grammar, and punctuation.
• Techniques for providing a high level of customer service by effectively dealing with vendors and County staff.

ABILITY TO :

• Plan, organize, schedule, assign, review, and evaluate the work of and train staff.
• Recommend and implement goals, objectives, and practices for providing effective and efficient services.
• Identify and coordinate areas where business process redesign can favorably impact operations.
• Evaluate and recommend improvements in operations, procedures, policies, or methods.
• Analyze department procedures and data to develop logical solutions to complex systems problems.
• Recommend, evaluate, design, test, and install infrastructure and supporting systems and equipment.
• Supervise and conduct complex research projects on a wide variety of software issues, evaluate alternatives, make sound recommendations, and prepare effective technical staff reports.
• Supervise, coordinate, and plan applications development, enhancement, and maintenance projects.
• Supervise and perform analyses of informational requirements and needs; identify, evaluate, and solve systems problems;

design and implement new or revised systems and procedures; provide technical advice and consultation, and ensure efficient computer system utilization.

• Code, configure, manage, and maintain assigned system(s) and integrate to meet business needs independently without vendor support.
• Supervise the implementation of comprehensive computer operations-related projects and training programs.
• Prepare clear and concise program documentation, system and user procedures, reports of work performed, and other written materials.
• Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.
• Interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.
• Effectively represent the department and the County in meetings with contractors and vendors.
• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Use tact, initiative, prudence, and independent judgment within general policy and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

EDUCATION AND EXPERIENCE :

Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying.

A typical way to obtain the required qualifications would be :

Equivalent to graduation from an accredited four-year college or university with major coursework in management information systems, computer science, or a related field and five (5) years of progressively responsible experience in applications analysis, design, and development, including two (2) years of lead, supervisory, or project management responsibility.

Additional related experience may substitute for education requirement on a year-for-year basis, up to four (4) years.

LICENSES AND CERTIFICATIONS :

• Some positions may require possession of, or ability to obtain, a valid California Driver's License.
• Some positions may require possession of, or ability to obtain, industry-recognized information technology certifications.

PHYSICAL DEMANDS :

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen;

and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required.

Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment.

Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information.

Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds with the use of proper equipment.

ENVIRONMENTAL ELEMENTS :

Employees work in an office environment with moderate levels, controlled temperature conditions, and no direct exposure to hazardous physical substances.

Employees may interact with upset staff when providing applications system support.

APPLICATION PROCESS :

Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and supplemental questionnaire.

IMPORTANT : Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply" button.

If you are not on the County's website, please go to https : / / jobs.smcgov.org / to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.

TENTATIVE RECRUITMENT SCHEDULE :

Final Filing Date : Monday, November 18, 2024, at 11 : 59 p.m. PST

If you think you are the right match for the following opportunity, apply after reading the complete description.

Screening : Tuesday, November 19, 2024

Combined Panel Interviews : Monday, December 9, 2024

ABOUT THE COUNTY :

San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically, and linguistically diverse communities.

The County of San Mateo, as an employer, is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment.

The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply.

Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.

The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity, and inclusion at all levels.

HR Analyst : Arlene Cahill (IS Application Support Supervisor - V304)

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