IT Technical Expert II (Applications Administrator

Under general supervision of the Office of Information Technology (OIT), this position oversees and coordinates the development, implementation, maintenance, and enhancement of applications specific to the Department of Health. It provides vendor management, technical support, training, and guidance to agency and users and assesses and develops recommendations for process improvements and technology solutions for the agency., Manages application lifecycle activities, including upgrades, patches, defect resolution, and configuration changes using established IT system management processes. Understands, documents, and implements system configuration changes within the product. Modifies, develops, and customizes application fields, queries, and macros. Aligns application capabilities with business processes to ensure efficiency and effectiveness. Provides application process expertise and technical knowledge during system process, user, and issue review meetings. Conducts recurring application access reviews and manages application security roles.

Technical Support & Issue Resolution Identifies and resolves application issues, system hardware malfunctions, and software errors; logs issues in both vendor and internal OIT ticketing systems. Collaborates with internal IT teams on hardware or infrastructure issues and with vendors on hosted application issues, including access, connectivity, and network problems. Supports hosted applications in an Azure Virtual Desktop environment. Provides technical support, guidance, and training for the application’s end users.

Reporting & Data Management Creates, maintains, and develops reports using Crystal Reports, PowerBI, SSRS, and other third-party reporting tools. Establishes and maintains application document management standards. Provides guidance on data governance and data hygiene to ensure accurate and consistent data.

Collaboration & Stakeholder Engagement Collaborates with agency leadership and OIT management to develop policies, plans, and standards for effective software application use. Works closely with business and technical teams to evaluate application processes, recommend improvements, and ensure optimal use of the system. Provides consultation and support to agency staff regarding efficient use of the software. Understands management roles and responsibilities and engages managers appropriately in product, customer, and application management decisions.

Documentation & Requirements Creates and updates system, user, and technical documentation. Translates business or functional requirements into system and business processes. Understands service level agreements and escalates unresolved issues to IT management when necessary.

EXAMPLES OF OTHER DUTIES:

Performs other related duties as required. (NOTE: The duties and responsibilities listed above are for the purpose of determining a common set of minimum qualifications for all positions in this class. They may not include all of the essential job functions of each position in the class. Each position may not be required to perform all of the essential job functions listed.

Graduation from an accredited college or university with a bachelor’s degree in Business or Computer Science.

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At least two years’ experience in the administration or support of software applications. Additional experience may be substituted on a year-for-year basis up to a maximum of four years for the required education Education, Training, and Experience: Knowledge and practice of release management and industry standards for: system quality management, hosted systems -troubleshooting Azure Virtual Desktop issues, Custom Report Building - Crystal Reports, SSRS, Power BI and SQL, and customer service experience preferred. Experience in process workflows and change management.

Proof of Licenses, Certifications and Education Applicants are required to submit proof of licenses, certifications and/or education to meet the required and preferred qualifications of the position. Copies of licenses, certifications, and education are acceptable.

Failure to submit proof of Licenses, Certifications and/or Education will result in your application not being considered. Proof of licenses, certifications, and education mustbe submitted with each application. Proof of Degree Equivalency Applicants who have obtained a diploma or degree from outside the United States of America are required to submit diploma or degree equivalence documentation from World Education Services, Inc. (), Applicants will be qualified based on an evaluation of their training and experience, as stated on their application, which includes answers to the supplemental questions. Applicants must state the dates and duties of past and present experience clearly and completely for evaluation purposes., * Masters degree in Business or Computer Science, plus at least two years’ experience in the administration or support of software applications.

• Bachelor’s degree in Business or Computer Science, plus at least two years’ experience in the administration or support of software applications.
• AA degree in Business or Computer Science, plus at least four years’ experience in the administration or support of software applications.
• High School diploma or an appropriate equivalent, plus at least six years’ experience in the administration or support of software applications.
• I do not have any of the above combinations of education and experience.

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Applicants selected for an appointment to a position in Baltimore County must successfully complete an employment background investigation and a medical examination. Are you willing to accept these conditions of employment?

• Yes, I am willing to accept these conditions of employment
• No, I am not willing to accept these conditions of employment and therefore I understand I will not be considered for this position with Baltimore County Government

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Do you have experience training others on the use of computer software systems and working with staff to train and prevent ongoing user entry errors?, Do you have experience maintaining a database, generating system reports and correcting staff and user errors?

Conditions of Employment Work an average scheduled workweek of 34 hours, Monday through Friday. May occasionally require additional hours, which may include weekends, evenings and holidays. 24 x 7 on call required for production problms. Employment Benefits for Non-Merit or Non-Classified, Part-Time Employees

Baltimore County General Government offers the following benefits to part-time, non-merit or non-classified employees. New employees are eligible for benefits upon hire, unless noted otherwise.

Equal Opportunity Employer Baltimore County is an equal opportunity employer and encourages minority, female and disabled applicants.

Smoke free workplace All Baltimore County offices are smoke free.

Drug free workplace Baltimore County provides a drug free workplace. Prospective employees are required to submit to urinalysis drug testing as part of the pre-employment physical examination.

Employee Assistance Program Our Employee Assistance Program provides confidential and professional assessment and referral assistance for employees and eligible dependents in the household who are experiencing personal problems that may be affecting work performance, job satisfaction, or overall quality of life.

Health Insurance In order to qualify for health insurance benefits (medical, prescription, dental and vision insurance), part-time employees must be scheduled for four (4) full work days plus two (2) hours each week.

Health Insurance benefits elected become effective the first day of the month following the date of hire if the employee has completed online enrollment prior to that date. New employees must enroll within thirty (30) calendar days of hire. Plans offered include:

Medical, Prescription, Dental and Vision insurance.

Flexible Spending Accounts Opportunity to set aside pre-tax dollars, through payroll deduction, for eligible unreimbursed medical care expenses and/or dependent care costs.

Life Insurance In order to qualify for life insurance benefits, part-time employees must be scheduled for four (4) full work days plus two (2) hours each week.

Employees may elect basic term life insurance for themselves equal to one time the employee’s annual salary, rounded to the next higher $1,000. Employees contribute a portion of the premium through monthly payroll deductions. The County also offers an Additional/Employee paid Life Insurance plan with coverage up to $100,000.

Retirement Employees are required to participate in the Baltimore County Employees’ Retirement System, with very limited exceptions.

Paid Leave Sick Leave - Monthly sick leave earnings prorated based on the number of hours worked per week. No maximum on accrual. Accrued balance can be applied toward service credit at retirement.

Vacation Leave - Monthly vacation leave earnings prorated based on the number of hours worked per week. Earnings increase after five, ten and fifteen years of service generally.

Holidays - Part-time 30 to 39 hour non-merit or non-classified employees will generally be paid for ten holidays per calendar year. Other part-time, non-merit or non-classified employees working 29 hours per week or less will receive two paid holidays per calendar year. These holidays are the Christmas holiday and the Independence Day holiday.

Bereavement Leave Jury Leave Military Leave

Baltimore County Employees Federal Credit Union Membership in Baltimore County Employees Federal Credit Union offers a full range of savings programs, loans, checking, direct deposit, payroll deduction, savings bonds, and other financial services.

Direct Deposit Payroll through direct deposit to the financial institution selected by employee is required.

Deferred Compensation Nationwide Retirement Solutions offers a 457 retirement plan allowing for payroll contributions of tax deferred dollars to investment options of your choice. Disclaimer

This is only a summary of benefits and policies in Baltimore County. Any benefit or policy may be changed at any time at the discretion of the administration. This summary does not constitute an express or implied contract, nor does it constitute a guarantee that your employment relationship will continue for any specified period of time or end only under certain conditions. 01