Job description
Position Purpose
The Programmer Analyst III provides application layer and related integrations readiness through active monitoring of assigned systems, support to related incident and request management processes, and in delivery of experienced programming or technical support in enterprise scale and lesser complex information systems and projects within the City. Works closely with other IT Service Delivery Managers, teams, and vendors (Server, Active Directory, Security, Database, Service Desk, Network, etc.) in optimizing overall and specific performance, compliance, response to issues that emerge and overall readiness in supporting business processes. Works closely with above teams in the successful planning, execution and completion of various projects and initiatives.
The 0365 Administrator should have experience administering a hybrid cloud / on-premises environment delivering email and Microsoft 365/Office 365 services to a larger user environment (over 1000). The role will primarily focus on supporting Office 365 / Microsoft 365 cloud-based applications and services. The candidate should be able to utilize scripting tools to automate processes where possible. The role requires working collaboratively with a team of administrators on the delivery of services and provide excellent customer service to all City of Dallas employees. Duties include monitoring and triage of system events and alerts. Resolution of incidents or events; advising team of implementation or escalation to different management teams. Additional duties include providing multi-level support to both internal and external customers, participating in strategic direction of the Windows enterprise environment, and using best practices for O365 suite of products implementation, managing project activities, resources and tasks in a fast and changing project environment. Candidate must have some experience with Microsoft Active Directory management tools. Candidate must be able to work with little supervision in a complex, diverse information technology environment with great emphasis on customer service.The Programmer Analyst III: leads and oversees a team of programmer analysts working on large projects, applications, or software development for client departments. Plans, administers, operates, programs, and evaluates new systems, existing systems, and modifications to existing systems for the benefit of the City and its departments.
Preferences: Will be unique to each Programmer Analyst III Position based upon the Team they are a part of and the Application Alignments Assigned. Below applies to a member of the ITS DEV Internal Computer Support Team.
Essential Functions
- Provides application-layer technical subject matter expertise in support of assigned/aligned applications through close monitoring of system (application, web, and database) processing and other dependencies to ensure that current operational business processes and application information processing requirements are met, supported, triaged, restored, and enhanced.
- Proactively coordinates with supporting IT Service Delivery Teams (Server, Network, Security, Service Desk, etc.) and functions to ensure responsive incident, service request/task, problem, change and release management functions in support of assigned/aligned applications; coordinate assembly and orientation of these teams as required to combine and resolve problems.
- Monitors, influences and responds to IT Service Management queues (incident, support, or service request, change request, etc.) related to assigned/aligned applications to ensure appropriate support, triage, assignment routing and customer service.
- Writes, modifies, and administers assigned/aligned software applications, programs, and documentation in Admin-Runbooks; tests, debugs, and assists in teaching users/Project Teams in how to use newly developed or refined software; tailors but avoids ‘custom coding’ in supporting reporting/dash-boarding initiatives to make application systems more user friendly.
- Collaborates closely with supported operational business department subject matter experts to ensure that operational business processes, data processing, data conversion, data dictionary, data mapping and conversion, integrations, reporting, standards, and dashboard requests are clearly documented and mapped so that any as-is application requests or enhancement requests are clearly understood and actionable by teams.
- Evaluates and enhances systems and programs to ensure support of documented department business practices, standards, and expectations to maximize processing efficiency of aligned applications; provides troubleshooting support, resolves incidents and supports/addresses service and incident requests within benchmark standards.
- Performs application-oriented performance, smoke, regression, end-to-end and other testing on assigned aligned applications in as-is to will-be enhancements; creates and runs accompanying testing scripts and scenarios as required; captures this content sufficiently to support Application Change Control/Release Control preparations and processes. Runs and tests software of client departments to detect program problems and improve efficiency; schedules and monitors periodic processing and provides documentation and reporting on functionality, programming, and issues addressed.
- Assists in evaluations and planning of software and hardware purchases to maintain and enhance the system; prepares cost analysis of maintenance or enhancement of existing programs; develops, creates, and implements workflow solutions to improve end user's daily workflow activity.
- Reviews the coding and development of vendor provided, peer and lower-level programmer analysts and others as-required for accuracy, efficiency, and skill development; assists in training lower-level programmer analysts in coding, testing, and debugging according to City standards; participates in training webinars and seminars to remain abreast of technology enhancements and changes.
- Compiles complex ad-hoc reports for client departments, participates in various special projects, and provides analysis and programing support for various business needs within the City.
- Performs any and all other work as needed or assigned.
Minimum Qualifications
EDUCATION:
- Bachelor's degree or higher in an engineering, mathematics, computer science, or business field.
EXPERIENCE:
- :Four (4) years’ of combined experience in any of the following
- Administration of an Office 365 (O365) environment for a company with over 5,000 users.
- Experience managing a Hybrid Exchange environment with a solid understanding and experience with (Exchange online and on-premise Exchange including maintenance activities and scripting).
- Experience managing cloud services such as Microsoft Teams, OneDrive, SharePoint Online, Azure Active Directory (AD) exchange Online
- Experience in the management, distribution and maintenance of O365 licenses
- Experience managing and maintaining Active Directory (AD) in a hybrid environment
- Experience monitoring O365 licensing consumption for the purpose of capacity planning and usage optimization
- Solid understanding of a large Windows Server environments both on-premises, cloud and hybrid deployments to include such technologies as DNS, DHCP and Active Directory
- Assessing Exchange/O365/M365 enterprise and/or departmental business requirements
- Providing M365/O365/Exchange governance
- Identifying technologies/ methods/ systems used to deliver solutions and improvements
- Managing business technology projects as it pertains to O365 applications
- Ensuring projects and development activities are fully aligned with the overall business strategic plan as it relates to the Office 365 environment
- Providing technical and non-technical communications and documentation related to Office 365
- Lifecycle / Contract management
OTHER REQUIREMENTS:
- No felony or class A misdemeanor convictions.
- No class B misdemeanor convictions within the last ten (10) years.
- No family violence convictions.
- Cannot currently be on deferred adjudication for any felony, class A misdemeanor or class B misdemeanor charge.
EQUIVALENCIES:
- A high school diploma or GED plus eight (8) years of the required experience will meet the education and experience requirements.
- An associate's degree in any field plus six (6) years of the required experience will meet the education and experience requirements.
- A bachelor's degree or higher in non-stated field plus six (6) years of the required experience will meet the education and experience requirements
Supplemental Information
Knowledge, Skills & Abilities:
Thorough and broad knowledge of multiple programming languages, database methodologies/platforms that support application layer processing, service/support and enhancements.- Thorough and broad knowledge of current Client, Server, Web, Database, Security/Compliance and IT Service Management technologies, systems, software, and integration standards/techniques.
- Demonstrated familiarity with physical platforms, virtual platforms, Software as a Service hosted platforms, and common industrial platform services such as Amazon Cloud, Microsoft Azure, etc.
- Demonstrated familiarity with waterfall, agile and other project methodologies.
- Demonstrated ability to communicating effectively verbally, in writing and in collaborative presentation settings.
- Demonstrated ability to establish and maintain effective working relationships with customer departments, other IT Service Delivery Manager groups and supporting vendors.
- Knowledge of multiple programming languages- .NET, Object-Oriented Programming, SQL, etc.
- Ability to write advanced SQL Queries, Stored Procedures.
- Knowledge and understand of Scripting Languages such as VBScript.
- Working knowledge of ITSM/ITIL methodologies for knowledge base build, Application Runbook framing, CMDB, change, release, problem, incident, asset and event management processes.
- Working knowledge of automated network, server, database, security, CMDB tools and system monitoring tools (NetScout, APP-D, Extra Hop, etc.).
- Strong analytical skills
- Ability to write and evaluate new software programs.
- Ability to solve problems with developing/deploying software technology solutions.
- Ability to communicate effectively and diplomatically orally and in writing.
- Ability to establish and maintain an effective working relationship with all levels of management, city officials, vendors, other government agencies, other employees and the public
- Ability to participate in 24x7 support coverage as needed
Disclosures
Working Conditions & Hazards:
- Work performed under normal office conditions.
- Exposed to prolonged viewing of a computer monitor and use of a keyboard.
- May be on call for complex technical problems
For evaluation purposes, acceptable qualifying experience for all positions must have been in a paid capacity unless noted otherwise in the minimum qualifications for the posted position.
Additionally, 30+ hours per week will be counted as full-time employment and will receive full credit for the amount of time employed. A minimum of 15 through 29 work hours per week will be counted as part-time employment and will receive half credit for the amount of time employed.
Vacancies currently available in the following department: Information & Technology Services
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