Application Support Specialist

Essential Functions

Technical Solution Management

• Act as a technical expert for specific technology solution(s) and understand system configuration workflows and integrations.
• Develop maintain and organize accurate documentation including system standards configuration notes known issues workarounds release notes and user-facing guides.
• Work within a structured service ticket queue environment ensuring timely updates clear communication and adherence to internal service expectations.
• Monitor recurring issues or patterns in the queue and proactively escalate or address root causes.
• Work closely with development and support teams (City or vendor) on issue resolution enhancements and prioritization of system improvements.
• Perform initial testing of enhancements patches and upgrades; coordinate with business subject matter experts for further validation.
• Research and promote the use of existing and emerging technologies to support or enhance Revenues operations.

Relationship Management

• Build and maintain strong consultative relationships with Revenue business units central OIT areas and vendors related to supported systems.
• Serve as a primary point of contact for assigned systems regarding coordination communication and planning.
• Develop an in-depth understanding of the business processes and requirements associated with supported systems.
• Participate in routine status and planning meetings with stakeholders advocating for system needs enhancements and support priorities.
• Monitor and evaluate vendor performance escalate concerns and ensure adherence to agreed-upon service expectations.
• Provide clear timely reporting to Revenue IT leadership regarding issues system performance ticket trends vendor activity and user satisfaction.

Qualifications :

• A bachelors degree or equivalent experience is acceptable.
• At least three years of experience in application support or a closely related technical support role.
• Experience working with vendors managing service tickets or documenting technical processes is preferred.

Competencies Knowledge Skills and Abilities

• Proven analytical and problem-solving abilities with the capacity to anticipate issues and take proactive steps to prevent them.
• Strong documentation discipline: able to produce clear structured and accurate technical and user-facing materials.
• Experience working in a service ticket queue environment with the ability to manage competing demands communicate effectively and maintain service visibility.
• Ability to work with end users to understand business processes define requirements and translate those needs into actionable tickets or technical specifications.
• Excellent communication skills especially the ability to convey technical concepts to non-technical stakeholders.
• Ability to build effective working relationships and operate collaboratively across a vendor-heavy technology ecosystem.
• Commitment to delivering modern user-centered technology support in alignment with Revenue ITs culture of accountability collaboration and continuous improvement.

Additional Information :

Salary: $60000-$70000

Salary cannot exceed $70000

Were interested in hiring the best possible candidate for the role. We recognize that experience education and qualifications can be attained in a variety of ways and that many skillsets are transferable. If you feel youre a good fit please dont hesitate to apply.

Please include:

• Resume
• A cover letter 

Please note: Applications will not be considered without a cover letter.

Did you know
We are a Public Service Loan Forgiveness Program qualified employer : 25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities

We offer Comprehensive health coverage for employees and their eligible dependents
Our wellness program offers eligibility into the discounted medical plan
Employees receive paid vacation sick leave and holidays
Generous retirement savings options are available

*The successful candidate must be a city of Philadelphia resident within six months of hire
Effective May 22 2023 vaccinations are no longer required for new employees that work in non-medical non-emergency or patient facing positions with the City of Philadelphia. As a result only employees in positions providing services that are patient-facing medical care (ex: Nurses doctors emergency medical personnel) must be fully vaccinated.

The City of Philadelphia is an Equal Opportunity employer and does not permit discrimination based on race
ethnicity color sex sexual orientation gender identity religion national origin ancestry age disability marital status source of income familial status genetic information or domestic or sexual violence victim status. If you believe you were discriminated against call the Philadelphia Commission on Human Relations at or send an email to faqpchr @. For more information go to: Human Relations Website:
Work :

No

Employment Type :

Full-time