Enterprise Applications Support Lead
Enterprise Applications Support Lead
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$ 67900 - 98407
1 Vacancy
Job Description
Description of Work
The North Carolina State Bureau of Investigation (SBI) is seeking a highly qualified information technology professional on its Applications Team who will be responsible for the planning implementation and operation of efficient and effective user support programs for SBIs enterprise software applications including the NC Criminal Information Network (DCIN).
The employee will plan implement and oversee comprehensive user support programs for the SBIs most complex and impactful applications in coordination with applications business and technical owners as well as managers and lead staff of other IT support functions such as Customer Support Center and Technical Support. In this role the employee will also provide advanced support to users and guidance to other IT staff involved in user support for these applications. The employee may also be involved in improving applications by working with applications development teams and vendors to identify problem areas and opportunities for improvement in applications as observed through the lens of user support activities. This is a Non-Sworn/Sensitive Information position. Job responsibilities include the following:
- Develop and maintain knowledge of SBI enterprise applications business and technology sufficient for determining user support requirements and providing user support.
- Develop and implement plans and service level agreements for user support programs and apportioning applications support responsibilities in coordination with applications technical and business owners and other IT and vendor support leads.
- Develop document and implement procedures for self-service service request problem reporting triage problem determination and resolution/request fulfillment for the various user-reported issue and service request types.
- Identify and perform system configuration and administration tasks in IT service management tools as necessary to implement and improve applications user support programs.
- Train other IT support staff in applications support procedures and applications technology as necessary for their roles in applications support.
- Perform triage of applications service requests and support issues and assign them as appropriate for resolution.
- Provide direct user support and perform routine system administration tasks in SBI enterprise applications to resolve issues and complete service requests as necessary to meet peak workload requirements or cover for out-of-office support staff.
- Report applications support statistics to applications managers identify opportunities to reduce user support issues and/or improve user self-service capabilities and work with applications managers and their teams to implement corresponding improvements.
- Obtaining Division of Criminal Information Network (DCIN) certification within 3 months of hire is required for this position.
This is a full-time position (40 hours per week) with Benefits.
Learn more about the North Carolina State Bureau of Investigation by visiting our website: Skills and Abilities / Competencies
The Knowledge Skills and Abilities listed below along with the Minimum Education and Experience requirements are REQUIRED to qualify for this position. We will not review resumes in lieu of Experience and Education listed on the application.To qualify for this position applicantsMUSTdocument on the application that they possess ALL the following:
- Demonstrated knowledge and experience in planning developing and implementing user support processes and procedures for complex enterprise applications.
- Demonstrated knowledge and experience in configuring customizing and using IT service management software to implement efficient and effective user support processes.
- Demonstrated knowledge and experience in developing and implementing written procedures for performing problem determination and completing service requests for complex enterprise applications.
- Demonstrated general knowledge of the layers of technologies that impact the performance and operability of complex enterprise applications.
- Demonstrated ability to independently resolve unique complex problems through advanced systems analysis and troubleshooting procedures and without a pre-determined course of action.
- Demonstrated ability to analyze and assess client needs to define and develop effective and appropriate solutions in the context of user support.
- Demonstrated strong written and verbal communication skills to interact effectively with business and technical stakeholders.
- Must be a US Citizen due to security requirements for accessing SBI applications to which the person in this position must have access.
Selected candidates will undergo and must successfully complete a comprehensive background investigation which includes: pre-employment polygraph examination; credit and arrest checks; interviews with associates personal and business references; verification interviews of employers; verification of education achievement; urinalysis drug screening; and submission of fingerprints.Minimum Education and Experience Requirements
Bachelors degree in computer science or an IT related field from an appropriately accredited institution and two years of experience in the information technology field related to the positions role;
OR Associate degree in computer science or an IT related field from an appropriately accredited institution and three years of experience in the information technology field related to the positions role;
OR High School or General Educational Development (GED) diploma and five years of experience in the information technology field related to the position s role;
OR an equivalent combination of education and experience.Supplemental and Contact Information
The NC State Bureau of Investigation (SBI) is an Equal Opportunity Employer who embraces an Employment First philosophy which consists of complying with all federal laws state laws and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.
The SBI uses the Merit-Based Recruitment and Selection Policy to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications internal equity and budgetary considerations pertinent to the advertised position.
It is critical to our screening and salary determination process that applications contain comprehensive information. Information should be provided in the appropriate areas to include the beginning and ending dates of jobs worked education with the date graduated all work experience and certificates / licenses. Resumes will not be accepted in lieu of completing this application. Answers to Supplemental Questions must refer to education or work experience listed on this application to receive credit. Degrees must be received from appropriately accredited institutions.
- Applicants seeking Veterans Preference must attach a DD-214 Member-4 Form Certificate of Release or Discharge from Active Duty to their applications.
- Applicants seeking National Guard Preference must attach a NGB 23A (RPAS) if they are a current member of the NC National Guard in good standing. If a former member of the NC National Guard who served for at least 6 years and was discharged under honorable conditions they must attach either a DD256 or NGB 22.
- If applicants earned college credit hours but did not complete a degree program they must attach an unofficial transcript to each application to receive credit for this education.
- If applying for a position certified through the North Carolina Department of Justice - Criminal Justice Education and Training Standards Division refer to for specific certification requirements.
- The NC State Bureau of Investigation does not sponsor candidates needing work authorization.
- The NC State Bureau of Investigation must adhere to the US Dept. of Justice Final Rule on the National Standards to Prevent Detect and Respond to Prison Rape.
- PerNC General Statute 143B-972.1 applicants hired into a position certified as a criminal justice officer or justice officer are required to electronically submit fingerprints to the NC State Bureau of Investigation for a state and national criminal history record check and enrollment in theFBIs Next Generation Identification System: Criminal Justice Record of Arrest and Prosecution Background Service (RAP Back). This is in addition to submitting fingerprints during the application process.
Due to the volume of applications received we are unable to provide information regarding the status of your application. To check the status of your application please log in to your account and click Application Status. If you are selected for an interview you will be contacted by management. If you are no longer under consideration you will receive an email notification.
For technical issues with your application please call the Applicant Support Help Line at . If there are any questions about this posting other than your application status please contact SBI Human Resources at.
Additional Contact Information:
North Carolina State Bureau of Investigation
Human Resources
3320 Garner Road
Raleigh NC 27610
Employment Type
Full-Time
