Senior Tools Support Administrator

Performs advanced and senior-level computer systems analysis work as a Senior Tools Support Administrator on the TIERS Operations Tools Support team, reporting to TIERS Operations management.

Work involves coordinating the planning, analysis, implementation, and continuous improvement of user requirements, procedures, and technical solutions to automate processing, improve system reliability, and enhance operational efficiency. Provides senior-level technical leadership, subject matter expertise, and independent judgment in support of TIERS Operations. Works under minimal supervision with considerable latitude for initiative, problem solving, and decision making.

TIERS Tool Support administrators act as subject matter experts for the tools that support TIERS Operations. The Senior Tools Support Administrator provides technical leadership and serves as a senior escalation resource to help ensure operational objectives are met:

• Serves as a senior technical escalation point for complex issues and production incidents.
• Evaluates new tools and technologies and provides recommendations for adoption.
• Evaluates and coordinates the technical implementation of upgrades, patches, and enhancements.
• Coordinates tool upgrades, system changes, and server reconfiguration activities.
• Provides backup support and technical expertise for application tools.

Responsibilities

Performs advanced and senior-level computer systems analysis work as a Senior Tools Support Administrator on the TIERS Operations Tools Support team.

• Provides technical expertise in ITIL governance and supports the development and implementation of ITIL processes for TIERS Operations, including Change Management, Incident Management, Configuration Management, Capacity Management, Availability Management, and other processes as needed.
• Provides technical guidance, documentation, and knowledge transfer to Tools Support staff and serves as a technical resource for complex issues and projects.
• Collaborates with Tools Support staff to identify priorities, resolve complex technical issues, and support successful completion of team objectives.
• Serves as a technical escalation point for complex issues and production incidents.
• Evaluates new tools and technologies and provides recommendations for adoption.
• Evaluates and coordinates the technical implementation of upgrades, patches, and enhancements.
• Coordinates tool upgrades, system changes, and server reconfiguration activities.
• Provides backup support and technical expertise for application tools.

Essential Job Functions (EJF)-Job Title

Attends work on a regular schedule in accordance with agency leave policy and performs other duties as assigned.

• Perform complex product and technical management for TIERS Tool Support applications and initiatives involving research, analysis, planning, development, implementation, and continuous improvement activities; work with project managers on project planning and initiation; provide technical oversight throughout implementation; and communicate technical status, risks, issues, dependencies, and recommendations to project stakeholders, management, and other relevant parties. -(20%)
• Work with staff, project teams, vendors, and external stakeholders to identify technical requirements, risks, issues, dependencies, and mitigation strategies. Prepare technical project reports, status updates, summaries, procedures, and other documentation. Evaluate TIERS Tools Support applications and recommend effective, sustainable solutions based on operational needs, technical requirements, and established standards. -(20%)
• Helps develop and maintain product roadmaps and environmental management requirements; assist support functions with incident and problem management; coordinate application upgrades and server reconfiguration; and identify opportunities for automation and process improvements that reduce support downtime and improve operational efficiency. -(15%)
• Analyze complex technical problems and develop effective solutions; facilitate and participate in cross-program and workgroups; contribute to goals and objectives; and develop clear, accurate technical documentation, standards, and recommendations. -(15%)
• Perform environmentally rearchitect and modernization activities supporting multiple Linux and Windows systems. Evaluate application and infrastructure requirements and develop specifications for new systems. Coordinate with Architecture, Infrastructure, and Vendor staff on implementation of new hardware and systems. Coordinate upgrade activities, patch implementation, and adoption of new tools and technologies. -(10%)
• Support TIERS releases, deployments, and monthly maintenance activities across more than 24 environments using Agile methodology. Participate in user story creation, scrum meetings, sprint activities, technical planning, testing, and implementation. -(5%)
• Perform SYNCSORT, Informatica Power Suite, and Spectrum Global Addressing system administration and serve as a technical liaison with the application vendor. Provide specialized system administration expertise for installation, configuration, troubleshooting, and upgrades. Coordinate with application staff to support the licensing model across 24 environments to meet TIERS operational needs. Provide application administration for IIR and ALM/Performance Center. -(5%)
• Attends Change Control Board (CCB) for reviewing change requests, evaluating technical risk and impact, validating required approvals, and ensuring production changes comply with established change control standards. -(5%)
• Provide 24x7 TIERS technical support and serve as a senior escalation resource for complex issues. Assist Tools Support staff and coordinate with vendors and technical partners to diagnose and resolve application and infrastructure outages, minimize service disruption, and restore normal operations. -(5%)

Shared Responsibilities

TIERS Tool Support administrators act as subject matter experts for the tools that support TIERS Operations. Depending on the tool, duties may include:

• installation,
• support,
• user administration,
• configuring,
• developing infrastructure,
• maintenance, and
• implementing releases, upgrades, and patches.
• Supports a variety of software tools that provide testing, reporting, scheduling, monitoring, and other operational functions for TIERS applications and development.

Department of Health and Human Services, Systems Administration/Management, Mathematics, Systems Analysis, Computer Systems, Operations Management, Operational Support, Analysis Skills, Problem Solving Skills, Operational Strategy, * Knowledge of the limitations and capabilities of computer systems, of the techniques used in the design of nonautomated systems, of information technology equipment, of applicable programming languages, of computer hardware and software, of computer operating systems, of writing program code, and of automated mapping.

• Skill in coordinating and solving problems; in developing or revising program code; in scheduling, testing, installing, and implementing programs; and in troubleshooting computer systems.
• Ability to analyze complex systems and procedures; write and revise standards, procedures, and technical documentation; manage multiple priorities and projects; communicate effectively with technical and non-technical stakeholders; provide technical leadership and mentoring; exercise sound independent judgment; and coordinate work across teams and organizational boundaries.

Registrations, Licensure, or Certifications

ITIL Foundation Certification preferred.

Windows and Linux server certifications are preferred

AWS cloud certification is preferred

Initial Screening Criteria

• Graduation from an accredited four-year college or university with a Bachelor of Administration (BA) or Bachelor of Science (BS) in Computer Science, Information Systems, Business, or a related field is required. Work experience may be substituted for education on a year-for-year basis.
• At least eight (8) years IT experience in maintaining computer programs and applications.
• Experience with Agile methodology and ITIL.

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage., This role offers a hybrid schedule: 3 days’ teleworking and 2 days in-office per week. Note that this arrangement is subject to change.