BUSINESS TECHNICAL SUPPORT-ADVANCED - 10162026-81954

The Business Tech Support Advanced professional supports the Tennessee Department of Children’s Services (DCS) within the Strategic Technology Solutions (STS) organization. The position provides advanced technical support for business applications, systems, and end users. The position serves as a key point of contact for Service Desk requests, Access Management, application troubleshooting and ongoing support of the Salesforce platform.

The role requires strong problem-solving and customer service skills, the ability to troubleshoot complex technical issues, and the ability to work collaboratively with business users, application and customer support teams, and technical stakeholders. The Business Technical Support Advanced professional is expected to resolve issues efficiently, identify recurring problems, and contribute to continuous improvement of support processes and application services.

The successful candidate must be able to evaluate technical changes, troubleshoot complex issues, document the environment, and communicate clearly with technical and business partners, and transfer Salesforce platform knowledge from vendors to DCS staff.

Responsibilities

• Resolve advanced user issues across hardware, software, networking and mobile environments.
• Provide day-to-day technical and functional support for the Salesforce applications.
• Conduct user training and demonstrations for agency-specific applications and IT systems.
• Develop support documentation, user guides and training resources.
• Track support tickets, perform issue trend analysis, and contribute to improvement strategies.
• Partner with application owners and technical teams to define authentication, authorization, federation, single sign-on, provisioning, and deprovisioning requirements.
• Support identity lifecycle processes for new hires, transfers, role changes, separations, and urgent terminations, and help verify that access is granted, changed, and removed accurately and on time.
• Coordinate periodic access certifications and work with business and application owners to identify and remove inappropriate, excessive, conflicting, or accumulated access.
• Coordinate with enterprise IT support divisions, vendors, and teams to manage service delivery and system support.
• Monitor platform health, logs, scheduled processes, integrations, and service measures; identify trends and coordinate resolution before issues affect agency operations.
• Lead structured knowledge transfer from vendor personnel to DCS staff and develop the internal capability needed to assume appropriate platform responsibilities over time.
• Support audit and compliance activities by producing accurate access, change, configuration, incident, and control evidence and by coordinating remediation of identified gaps.
• Apply least privilege, separation of duties, secure configuration, and other cybersecurity requirements in coordination with agency and enterprise security partners.
• Track and report operational measures such as volume of incidents, escalation resolution time, access-review completion, and documentation progress.
• Participate in after-hours maintenance, incident response, and on-call support when required.

Education and Experience: Bachelor’s degree and two years of relevant technical experience in system administration, application support, or IT troubleshooting. Associate’s degree in IT may substitute for the bachelor’s. Experience may substitute for education up to four years., * Customer Focus

• Manages Complexity
• Tech Savvy
• Business Insight
• Nimble Learning, * Active Learning and Listening
• Troubleshooting
• Critical Thinking
• Systems Analysis
• Reading Comprehension

Abilities:

• Inductive Reasoning Information Ordering *

Tools & Equipment

• Enterprise software
• Enterprise software
• Audiovisual systems
• IT ticketing platforms
• Backup and imaging tools

TN Driver Standards

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

• A valid driver’s license
• For the past five years, the candidate’s driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver’s License Information under the Licenses and Certifications section of your application.