Systems Support Analyst (00047)

Title: Systems Support Analyst (00047)

State Role Title: Info Technology Specialist IV

Hiring Range: Up to $85,000

Pay Band: 5

Agency: Department of Elections

Location: Department of Elections

Agency Website: www.elections.virginia.gov

Recruitment Type: General Public - G

Job Duties

Organizational Objective
The Department of Elections promotes and supports accurate, fair, open and secure elections for the citizens of the Commonwealth. Elect ensures the proper administration of election laws, campaign finance disclosure compliance, and voter registration processes in the state by promulgating rules, regulations, issuing instructions, and providing information to local Electoral Boards and general registrars.

The Department of Elections envisions a highly modern, efficient and professional electoral process that is trustworthy and accountable at all levels and engages Virginia’s diverse citizenry in the most fundamental right in a democratic society: the right to vote.

About the Position
The Systems Support Analyst ensures the integrity of the electoral process through providing tier two technical support services for all agency systems to election administration officials and agency staff. Assists the agency in the creation and maintenance of system user documentation and training. Develops knowledge and functional area expertise of agency business processes. Oversees the agency tier one vendor. Reviews monthly reports from the vendor, ensures tickets are transferred from the vendor to the agency on a timely basis. Ensures agency tickets are assigned to appropriate staff for resolution. Reports to management on ticket statistics for both tier one and tier two tickets. Works to increase the ability for the tier one vendor to resolve more tickets during the first contact by the customer, reducing the number of tier two tickets. Participates in teams and maintains positive, professional relationships with colleagues and customers. Demonstrates initiative, timeliness, self-professional development and strong oral and written communication skills.

Minimum Qualifications

• Experience providing support for end users working on election-/voting-related systems.
• Experience managing ticket queues;
• Experience troubleshooting web-based and desktop applications remotely;
• Experience developing and maintaining user documentation;
• Experience documenting application defects;
• Experience setting up and troubleshooting Windows desktop devices and peripherals;
• Experience conducting in-person training of application use;
• Knowledge of Microsoft Office;
• Ability to create reports for consumption by agency management;
• Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions and approaches to problems;
• Ability to provide information analysis proactively and interactively with business staff;
• Possess good organizational and communication skills;
• Be a team player;
• Have business awareness and be willing to learn about new developments.

Additional Considerations

• Experience with web conferencing systems and ticket management systems preferred. (Jira, ServiceNow, Remedy)
• Agile methodology experience preferred.
• One year elections experience preferred.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

The Virginia Department of Elections is an equal opportunity employer, committed to diversity in the workplace. We do not discriminate on the basis of race, religion, color, sex, age, national origin or disability. Applicants who need accommodations for an interview should request this in advance by emailing debbie.wyattsmith@dhrm.virginia.gov. AmeriCorps, Peace Corps, and other National Service Alumni are encouraged to apply."

Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: https://www.vadars.org/drs/cpid/PWContact.aspx, or call DARS at 800-552-5019.

The selected candidate will have to complete a fingerprint based background check.

Must have or be able to obtain a valid driver’s license.

State employees who have been affected by Policy 1.30 Layoff and possess a valid Interagency Placement Screening Form (Yellow Card) or a Preferential Hiring Form (Blue Card) must submit the card BEFORE the closing date for this position. The card may be scanned and attached to the application or faxed to (804) 371-7401. Please include your name and the position number on the fax cover.

Contact Information

Name: Debbie Wyatt-Smith

Phone: 804-225-2007

Email: debbie.wyattsmith@dhrm.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.