DPS - IT - OSS Systems Analyst Supervisor - 0256

                                                      ***This Vacancy is for Internal DPS Employees Only***

PLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en

GENERAL DESCRIPTION:   Perform advanced (senior-level) computer systems analysis work in the Operations Support Services (OSS) department. Manage the performance of Level 1 (Service Desk, Operations Information Center) and/or Level 2 (PC Support) services and support for all DPS employees and ensure that service levels are achieved. Responsible for ensuring staff are meeting and exceeding expectations in regards to performance, customer satisfaction, escalations and that standards and processes are followed. May plan, assign, and/or supervise the work of others. Work under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

The following Military Occupational Specialty codes are generally applicable to this position. https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf.

Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

ESSENTIAL DUTIES / RESPONSIBILITIES:

1. Oversee all incidents and work orders that come into the Service Desk/OIC to ensure they are handled with first call resolution following set processes and standards or are accurately and efficiently escalated to appropriate resolvers. Manage and coordinate urgent and complicated support issues. Act as escalation point for needed requests and incidents. Develop processes to ensure efficient resolution.

2. Oversee the training of new Operations Support Specialists prior to the implementation of technical and/or computer systems and offer advice and guidance during the implementation process for the support of such application or system. Plan, implement and participate in individualized development programs enhance knowledge, skills and abilities in an environment of constantly changing technology. Build training materials and publish articles in Knowledge Base.

3. Oversee real-time and historical metrics related to Service Level agreements, and performance in ad-hoc, daily, weekly and monthly reports. Provide data for daily Operations Meeting and daily team performance metrics. Conduct ticket analysis to look for trending for process improvement or problem management. Monitor and manage phone queues for efficient routing and oversee implementation of front-end as needed for outages and alerts.

4. Oversee the design and implementation of new or revised processes that effectively meet agency needs. Document processes in Knowledge Management system and advise management on situations that may require additional client support or escalation.

5. Oversee resolution and troubleshooting of IT events and related customer communication of system and application status; analyses of systems for the effectiveness, efficiency, and conformance to established guidelines. Present revisions to standards and procedures as needed.

6. Review Customer Satisfaction Survey feedback to improve services, tools and support experience. Mentor and coach staff as needed. Provide input on Performance Plans and conduct routine Performance Evaluations.

7. Monitor and evaluate staff performance to assure compliance with agency and service policies, standards, documentation requirements and established objectives, and recommends merit increases, promotions or other administrative personnel actions as appropriate. Conduct semi-annual and annual Employee Performance Evaluations and provide feedback. Conduct other performance reviews and counseling as needed.

8. Develop staff schedules and coordinate with personnel to ensure appropriate staff levels are maintained. Keep team calendar update and approve requested time off and document unplanned leave.

9. Maintain open line of communications to assure maximum integration and coordination of activities. Review and assure accuracy and completeness of shift activity documentation, problem logs and special reports relating to shift operations.

10. Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.

11. Perform other duties as assigned.

GENERAL QUALIFICATIONS and REQUIREMENTS:

Education – Graduation from an accredited four-year college or university with a major in computer science, information management, business management or a related is required.

Experience – Minimum of two (2) years’ progressively responsible supervisory or managerial experience in the operation and support of a medium to large scale enterprise level computing environment similar in size and technology to DPS is required.

Substitution Note:  Additional work experience of the type described may be substituted for the education requirement on a year-for-year basis.

Critical Organizational Infrastructure requirements – This job may be responsible for conducting research on, working on, or having the ability to access critical organizational infrastructure; must be able to maintain the security and integrity of the infrastructure related to this role. Additionally, and more specifically, must not be employed by nor have any connection or continuous connections to any governmental entity or political apparatus of a country listed in 15 C.F.R. §791.4.

Presentation/Communication Skills – Must be able to construct and deliver clear, concise, and professional presentations to a variety of audiences and/or individuals. Ability to communicate effectively in shift transitions to ensure all outstanding issues are handed off to next shift in complete and timely manner.

Analytical Reasoning/Attention to Detail – Must demonstrate an ability to examine data/information, discern variations/similarities, and be able identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.

Interpersonal Skills – Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers. Ability to escalate issues or events to Supervisor/management as the need arises.

Organizational and Prioritization Skills – Must be organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment; able to meet multiple and sometimes conflicting deadlines without sacrificing accuracy, timeliness or professionalism.  

Technology (computers/hardware/software/operating systems) – Experience utilizing IT Ticketing Systems, SharePoint, and Knowledge Management.  Preferred ability to perform general support to basic computer hardware and troubleshoot and support Microsoft products and other COTS software applications.

• Knowledge of Agentless Monitoring Systems and IT Ticketing Systems; Mainframe job processing and mainframe console administration preferred.
• Knowledge of the following systems: Windows Server; Windows Desktop; Mobile Device support; Wi-Fi/VPN support; Network routers and switches; storage subsystems; Telephony systems; Databases; Facility Environmentals; Satellite systems, Circuits.
• Ability to perform general support to basic computer hardware and troubleshoot and support Microsoft products and other COTS software applications is preferred.

Confidentiality and Protected Information – Must demonstrate an ability to responsibly handle sensitive and confidential information and situations, and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.

Supervisory/Managerial/Leadership skills – Knowledge of management and supervisory methods and principles, performance and productivity standards, and fiscal/budget management.  Able to develop plans, policies, and procedures for efficient workflow and overall effectiveness.  Must exhibit integrity; provide clear direction to subordinates; promote teamwork and be able to motivate others to accomplish goals.

Travel and/or Schedule – Availability for after-hour and weekend work is required.

PHYSICAL and/or ENVIRONMENTAL DEMANDS:

The physical and environmental demands described here are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Environment:  Office;
• Ambulatory skills, e.g. stand, walk, sit, climb, balance, stoop, kneel, crouch;
• Hand-eye coordination and arm/hand/finger dexterity;
• Ability to speak, hear, and exercise visual acuity;
• Ability to transfer weights of thirty (30) pounds anticipated for this position;
• Driving requirements:  Occasional (ten [10%]).

State of Texas Benefits and Retirement Information: https://www.ers.texas.gov/

A DPS employee who is selected for a position in the same salary group and state title as their current position will be transferred with no salary change.

A DPS employee who is selected for a position in their current salary group with a new state title may receive an increase of no more than 3.4% over their current salary regardless of posted salary.

Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.

DUE TO THE HIGH VOLUME OF APPLICATIONS WE DO NOT ACCEPT TELEPHONE CALLS. ONLY CANDIDATES SELECTED FOR INTERVIEW WILL BE CONTACTED.

State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.