Senior Information Systems Analyst

Overview VTA's Technology Department is seeking an enthusiastic, team-player and customer-focused

Senior Information Systems Analyst

to join our team! This individual will provide Tier-3 technical assistance and leadership in helping establish a robust IT asset management and ticketing system to streamline the daily operations of a dynamic IT department.

What You’ll Be Doing Under direction, the Senior Information Systems Analyst leads and participates in the work of staff responsible for providing technical and analytical support to VTA computer information systems and computer servers.

Distinguishing Characteristics

This is the advanced journey level in the Information Systems Analyst series. Positions at this level are distinguished from other classes within the series by the level of responsibility assumed and the complexity of duties assigned. The Senior Information Systems Analyst performs project lead functions including assigning work, delegating assignments, and reviewing the work of others and keeping the supervisor updated. Incumbents at this level perform the most difficult and responsible types of duties assigned to classes within this series including serving as a project lead over staff responsible for maintaining VTA's computer information systems and computer servers, researching and recommending new hardware and software components, and providing related support to the users. Incumbents at this level are fully trained in all procedures related to assigned area of responsibility. This class is distinguished from the higher-level classifications of Information Systems Supervisor and Technology Infrastructure Supervisor in that the supervisory classifications are responsible for full supervisory activities over a major section in the Technology Department.

The Ideal Candidate

This role requires a proactive individual dedicated to maintaining excellent customer service through effective administering of the helpdesk phone line and ticketing system, while being responsible for procurement and various projects. The ideal candidate will act as a key liaison between the Helpdesk team and various other teams within the IT department and across the agency, facilitating issue resolution, supporting projects, and ensuring seamless collaboration.

Key Responsibilities

Utilize end-point management tools to administer and deploy software, updates, and IT assets across the organization.

Oversee the helpdesk ticketing system, ensuring timely responses and resolutions to user issues while maintaining high customer service standards.

Lead procurement processes for IT equipment and tools, collaborating with vendors and stakeholders to meet the department’s needs.

Provide project management support, including coordinating team efforts, tracking progress, and ensuring successful project delivery.

Demonstrate strong leadership skills by mentoring team members, fostering collaboration, and promoting a customer-focused culture.

Analyze data on the helpdesk phone line, as well as the ticketing system and provide monthly reports to management.

Typical Tasks

Leads and participates in the work of staff responsible for maintaining the VTA's computer servers and information systems;

Performs basic project administration tasks such as coordinating work discussions, schedules, and leading team meetings to discuss project issues;

Consults with system users on systems problems and operational problems;

Studies software, network and/or server traffic and performs capacity and growth planning;

Analyzes Data Center network problems, operations, and configurations;

Researches and recommends new hardware and software components;

Maintains the security of VTA's computer systems;

May administer one or more components such as user software, user hardware, Microsoft Office software (Windows 7 or greater), internet/intranet, or enterprise email system;

Troubleshoots operational and maintenance problems;

Prepares system requirements and computer system design specifications and works with outside vendors as needed;

Installs computer hardware, software upgrades, and peripherals;

Trains customers, staff, and others as needed in a formal setting, in a group, or one-on-one;

Communicates project status, resolving project issues, problems, and changes;

Reviews and evaluates work products, methods and procedures, and identifies and resolves problems;

Performs administrative tasks such as paying bills and invoices, entering SAP requisitions, drafting memoranda, and leading major and minor procurements;

Manages and leads projects using VTA personnel, consultants, and vendors, as needed;

Maintains technical and functional competency in the applications utilized by the assigned department;

May be required to monitor project expenditures, recommending adjustments as necessary;

Performs related duties as required.

Employment Standards Sufficient training, education, and experience maintaining computer information systems and computer servers to demonstrate possession of the required knowledge, skills, and abilities. Development of the required knowledge, skills, and abilities is typically obtained through a combination of training and experience equivalent to graduation from an accredited college or university with a four-year degree in computer science or a related field, and four (4) years of responsible experience performing technical and analytical tasks in support of computer information systems and computer servers. (Additional applicable experience with technical and analytical tasks in support of computer information systems and computer servers substitutes for college on a year for year basis.)

Knowledge

Operational characteristics of computer information systems and computer servers;

Methods and techniques for troubleshooting a variety of information systems operations and maintenance problems and concerns;

Principles and practices of maintaining information systems including thin client or virtual desktop solutions;

Computer system security and information systems security practices;

Techniques and methods of installing computer hardware and software;

Advanced support of client software (MS Office, Adobe products, email, and browsers);

Advanced support and troubleshooting of personal computers, laptops, printers, monitors, AV equipment, and related peripheral equipment;

Advanced support of tablet and/or related mobile computing devices;

Project procurement process in the public sector;

Methods and techniques for assessing the cost effectiveness of system enhancements and modifications;

Work planning and project management techniques;

Principles and practices of lead supervision and training.

Abilities

Lead and direct the work of subordinate personnel;

Perform basic project administration activities in leading a cross functional team;

Work closely with system users to assess problems, needs, and concerns;

Perform the most difficult technical and analytical tasks in support of the VTA's servers, information systems, and computer servers;

Multitask with a strong attention to detail and shift from one project to another when priorities change;

Prepare and present comprehensive and clear reports and recommendations;

Research and recommend new hardware and software components consistent with the needs of system users and the policies and priorities of the VTA;

Analyze and assess cost effectiveness of system improvements and enhancements;

Meet schedules and timelines;

Organize, administer and create meeting agendas and notes for work units;

Administer a helpdesk ticketing systems and desktop inventory system;

Train customers, staff, and others, as needed;

Prioritize complex and demanding workloads and team schedules;

Work irregular hours, weekends, and holidays;

Work on call (24/7/365);

Keep current with changes within functional area, such as methods, practices, and technology;

Organize work and manage time effectively;

Establish and maintain cooperative working relationships with those contacted in the course of work.

Additional Information General Application Instructions: Please read this job announcement in its entirety before applying. To be considered, applications must be submitted online through the Human Resources department by the posted deadline. If the job posting is listed as continuous, apply as soon as possible. Only online applications will be accepted.

Communication & Contact Information: All updates regarding your application—including notices for testing and interviews—will be sent via email. Maintain a valid email address. Due to high volume, we are unable to provide individual updates. For technical support, contact NEOGOV at (855) 524-5627, Monday through Friday, 8:00 AM – 5:00 PM (PST).

Employment Considerations: Final candidates must successfully complete a Livescan background check, reference checks, verification of education or certifications, and a criminal history review before appointment. Eligible List validity and related details are described in the posting. This classification is represented by SEIU. Wages, hours, and terms are governed by the collective bargaining agreement between VTA and the union. See the posting for more information.

Equal Employment Opportunity: VTA is an equal employment opportunity employer and prohibits discrimination on the basis of age, ancestry, color, marital status, disability, genetic information, national origin, immigration status, political affiliation, race, religion, sex, gender identity, gender expression, sexual orientation, pregnancy, medical condition, veteran status, and other protected characteristics.

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