Senior Information Systems Analyst

VTAs 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.

WhatYoullBe Doing
Definition
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 VTAs 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 departments 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 the data on helpdesk phone line as well as the ticketing system and provide monthly reports to management.

Additional responsibilities include maintaining technology equipment and contributing to the development of processes procedures and FAQs. Strong oral and written communication skills are essential for this role enabling the ideal candidate to effectively engage with users teammates and stakeholders at all levels of the organization.

This position is an excellent opportunity for a detail-oriented professional who thrives in a fast-paced environment and is passionate about enhancing IT service delivery and operational efficiency.

About the Technology Department
VTAs Technology Department drives innovation and excellence providing top-notch cost-effective tech services and solutions. They support cutting-edge technology including computers CCTV audio/visual systems ERP records management communications web applications and enterprise infrastructure. The team plays a crucial role in integrating technology through strategic planning training and consulting while managing high-speed reliable wired and wireless networks and secure information systems. The Program Management Office Technology Working Group and Technology Steering Committee ensure all new projects align with VTAs mission.

About VTA
The Santa Clara Valley Transportation Authority employs more than 2000 people dedicated to providing solutions that move Silicon Valley. Unique among transportation organizations in the San Francisco Bay Area VTA is Santa Clara Countys authority for transit development and operations (light rail and bus) congestion management transportation-related funding highway design and construction real estate and transit-oriented development and bicycle and pedestrian planning. With local state and federal partners VTA works to innovate the way Silicon Valley moves and provide mobility solutions for all.

Santa Clara Valley Transportation Authority (VTA) is an independent special district that provides sustainable accessible community-focused transportation options that are innovative environmentally responsible and promote the vitality of our region.

VTA provides bus light rail and paratransit services as well asparticipatesas a funding partner in regional rail service including Caltrain Capitol Corridor and the Altamont Corridor Express.

As the countyscongestion management agency VTAis responsible forcountywide transportation planning including congestion management design and construction of specific highway pedestrian and bicycle improvement projects as well as promotion oftransit orienteddevelopment.

VTA provides these services throughout the county including Campbell Cupertino Gilroy Los Altos Los Altos Hills Los Gatos Milpitas Monte Sereno Morgan Hill Mountain View Palo Alto San Jose Santa ClaraSaratogaand Sunnyvale. VTA continually builds partnerships to deliver transportation solutions that meet the evolving mobility needs of Santa Clara County.

As we continue to implement ourVTA Forward Plan we aim to strengthen and increase our workforce to take on future opportunities and challenges by elevating our people and our services.

For more information about our VTA Forward Plan visit: Workplace Certification Program (FFWCP)
The County of Santa Clara FFWCP recognizes VTA as a business that creates supportive workplaces for employees and their families.

Family-friendly workplaces improve health outcomes and job satisfaction for employees and increase work productivity and retention for employers. Employers can create a family-friendly workplace by meeting and exceeding state and federal employment laws relating to parental leave lactation accommodation and work/family balance.

Typical Tasks

• Leads and participates in the work of staff responsible for maintaining the VTAs computer servers and information systems;
• Performs basic project administration tasks such as coordinating work discussions and/or 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 VTAs 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 monitors 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 of:

• 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 desk top 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 /or browsers etc.);
• Advanced support and troubleshooting of personal computers laptops printers monitors AV equipment multifunctional devices 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.

• 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 VTAs 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.