Software Application Support Specialist

The Human Services division of the Placer County Department of Health and Human Services is seeking to fill a vacancy for the classification of Senior Software Application Support Specialist. This position is responsible for the technical and functional co-supervision of four (4) Software Application Support Specialists who support department-specific software applications. In the Human Services Division, the main software applications are CalHEERS, BenefitsCal, MEDS, CalSAWS, and the EBT systems. The Senior position also works closely with Human Services executive leadership to prepare and deliver responses to the CalSAWS consortium on behalf of Placer County and represents Placer County by attending a variety of consortium level meetings.

Additionally, this position supports the Human Services division by performing a variety of tasks which include:

• Providing one-on-one training to new users;
• Developing training materials for group sessions;
• Troubleshooting system issues;
• Managing ticket resolutions;
• Work closely with the team;
• Implement policy-driven updates;
• Set user permissions;
• Offer support when needed., To oversee and provide the most difficult or complex technical and functional support to users of automated state public assistance systems; to analyze, investigate, resolve, and coordinate the resolution of complex system related case problems or issues; and to exercise technical and functional supervision over other staff members as assigned., Duties may include, but are not limited to, the following:
• Provide complex program and technical support to end users who utilize automated state public assistance systems; defines, evaluates, analyzes, and documents problems with these systems and proposes solutions related to automated state public assistance systems functions.
• Identify knowledge gaps of system’s end-users or trends and topics related to system functions; prepare instructional materials, user hints, and guidelines; provide feedback to system users and supervisors concerning error trends and tips for problem avoidance and resolution.
• Assign, review, and coordinate work performed by subordinate staff.
• May recommend the appointment of personnel; provide or coordinate staff training; provide standards and operating guidelines.
• Conduct training pertaining to the use of new applications or systems for all users across the department.
• Prepare, draft, revise, and organize complex technical documents and communications, procedural plans, reports, correspondence, and other documents; analyze and recommend modifications to procedures and documentation; establish and maintain files and records as appropriate
• Assist subordinate staff in resolving complex system and/or application issues where detailed knowledge of the system and/or application is required; function as a technical subject matter expert assisting staff in the interpretation of system requirements and applicable regulations.
• Analyze rules, regulations, or systems to identify and advise management of their impact on current systems and/or operations; provide input and recommendations on necessary revisions and facilitate implementing changes.
• Investigate, resolve, and coordinate resolutions of end-user errors and system use, access, operations, and application problems; develop system workarounds as necessary.
• Serve as the County’s Primary Point of Contact (PPOC) for automated state public assistance systems; attend and participate in various statewide committee meetings and workgroups regarding assigned functions.
• Develop business processes to be incorporated into the automated state public assistance system design; review proposed change requests; provide feedback and recommendations to project team and program managers; advocate for support of County’s requests for changes in functionality.
• Analyze and review complex technical automated state public assistance system issues and changes which require a high level of skill, judgment, and expertise; make recommendations on a broad spectrum of administrative and program-related topics.
• Oversee and perform application support duties such as monitoring or adding applications/users/devices, modifying user profiles, re-setting passwords, and performing file maintenance; set up security and access permissions for internal and external users consistent with County policies and procedures.
• May perform application related troubleshooting including identifying causes for slowdowns, lock ups, and log-in problems and resolving at immediate level.
• Coordinate project activities with automated state public assistance systems vendors; maintain effective communications with users regarding vendor activities; ensure compliance with County specifications; drive resolution of identified software defects and deficiencies.
• Perform various quality assurance activities; test, troubleshoot, and debug system issues; prepare and execute testing plans to validate functionality and resolve issues.
• Perform specialized assignments or projects as determined by the needs of the department.
• Build and maintain positive working relationships with co-workers, other County employees, outside vendors, government agencies, and the public using principles of good customer service.
• Perform related duties as assigned., * Principles and practices of leadership, motivation, team building, and conflict resolution
• Principles and practices of effective lead supervision, including training staff and the assignment and review of work.
• Training methods and techniques appropriate and effective for application users.
• Principles and practices related to use and operation of computer software applications and related operating systems, including work processes, methods of data entry/retrieval, and system navigation.
• Business processes within a major functional area related to department operations.
• Federal and state rules and regulations relevant to assigned programs.
• Computer systems, software, applications, and other department specific technical solutions.
• Principles and practices of program performance measures and systems analysis.
• Principles and techniques of data, procedure, and systems analysis, including workload measurement, workflow, and layout.
• Standard procedures used to maintain data integrity and security in networked systems.
• Statewide computer systems and software applications comparable to those being used by the department.
• Modern office procedures, methods, and computer hardware and software applications.
• English usage, spellings, grammar, and punctuation.
• Advanced principles and practices of customer service.

Ability to:

• On a continuous basis, know and understand all aspects of the job; read, identify, interpret, understand, analyze, apply, recall, and explain technical policies and procedures, numerical information, work papers, technical reports, special projects, and pertinent laws, rules, and regulations; work under time pressure and complete a high volume of tasks with frequent interruptions; analyze situations and determine proper course of action; manage multiple tasks and projects simultaneously and quickly switch between tasks; focus on a single task for long periods of time.
• On a continuous basis, sit at desk or in meetings for long periods of time; intermittently walk, stand, bend, squat, push, pull, or kneel when performing installation or repair of equipment; twist to reach equipment surrounding desk; perform simple and power grasping, pushing, pulling, and fine manipulation; speak, use a telephone, write, and use a keyboard to communicate; see and hear with sufficient acuity to perform essential job functions; lift light weight.
• Act in a lead capacity over assigned staff assigned to provide technical and functional support to users of application software; respond to staff questions regarding system requirements, laws, regulations, and department policies and procedures.
• Provide effective technical training and support to users of application software.
• Perform research, analyze, and explain detailed information in a meaningful way.
• Analyze problems; identify alternative solutions; project consequences of proposed actions; and implement recommendations in support of goals.
• Analyze existing systems, procedures, and business requirements for the development and recommendations of solutions and changes to current business procedures/processes.
• Troubleshoot and assess problems with software and equipment; identify and locate equipment; interpret work orders; remember equipment location and systems; and explain operations and jobs to others.
• Develop, prepare, and present training materials and related documentation to be used on an individual basis and in a group setting.
• Understand designated software uses and applications in relation to assigned department’s goals and processes; learn and utilize specialized terminology if needed by the specific assignment.
• Assist in planning and evaluating new systems and equipment.
• Provide after-hours technology support as assigned; work overtime or rotating shifts during off hours.
• Work with various cultural and ethnic groups in a tactful and effective manner.
• Communicate technical issues to individuals with varying degrees of computer familiarity.
• Preserve and maintain confidentiality of information and materials routinely encountered as part of work assignments.
• Communicate clearly and concisely, both verbally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work.

The ideal candidate is someone with a strong mix of technical know-how, customer support experience, and knowledge of Human Services programs. Familiarity with Medi-Cal, CalFresh, CalWORKs, and General Relief programs and two years of hands-on experience with the CalSAWS system as well as the ability to clearly communicate technical information and build positive relationships with staff and external partners., Experience and Training Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Experience: Two (2) years of increasingly responsible technical or operational experience performing duties similar to a Software Application Support Specialist.

Training: Equivalent to an associate’s degree from an accredited college or university with major course work in computer science, business, office technology or a field related to the assigned department system or application.

Note: Relevant, equivalent experience (performing the same or similar job requiring similar knowledge, skills, and abilities) may be substituted for the required education as determined by the Human Resources Department. Applicants receiving their degree outside the United States must submit proof of accreditation by a recognized evaluation agency.

Required License or Certificate: Possession of, or ability to obtain, a valid California driver’s license may be required. Proof of adequate vehicle insurance and medical clearance may also be required.

Placer County offers a comprehensive benefits package to employees. The following information represents benefits currently available to permanent Placer County employees and may be subject to change. Applicants should inquire as to the most current benefit package during hiring interviews or by contacting the Human Resources Department.

Placer County is a prosperous community characterized by a healthy and diverse economy, attractive business environment, and residents who benefit from high quality educational, safety, and healthcare infrastructure, in addition to a wide variety of outstanding recreational opportunities. The government center of Placer County (located in Auburn) is 30 miles northeast of Sacramento, the State capital. Stretching over one hundred miles, from the breathtaking vistas of the truly one-of-a-kind Lake Tahoe down through the verdant foothills of the Sierra Nevada Mountains to the lush Sacramento Valley, Placer County encompasses some of the most beautiful and diverse scenery in Northern California.