Senior Information Technology Analyst (20759944)

Description

The City of Burlingame is currently recruiting for a Senior Information Technology Analyst.

This is a senior level position that provides professional level technical support, system implementation, maintenance, troubleshooting, and related services for the City's information technology systems. This is a full-time position that requires significant analytical and technical skills to respond to complex user support problems associated with the City's computers and all related information technology infrastructure. Incumbents of this classification may receive general direction from the Information Technology Manager and may provide lead direction to support staff and/or consultants and may oversee day-to-day Help Desk operations.

ESSENTIAL FUNCTIONS (including but are not limited to the following)

• Must be able to work independently with minimum supervision and guidance from the Information Technology Manager.
• Must be able to provide technical and analytical support for City technology programs from complex user support to system implementation;
• Must be able to independently resolve issues or confer with colleagues and management on resolution options and knowledge and have the ability to escalate complex or unresolved issues to the IT Manager as appropriate.
• Must be able to analyze; troubleshoot; test; debug; install; coordinate; upgrade software applications and hardware for assigned computer systems/programs; security systems; server applications; printers; and database support systems.
• Prepares cleanup for viruses/malware on infected systems, and for incident responses to breaches in security while maintaining logs and records.
• Manage use of multiple devices to monitor systems, evaluate reliability, conformance to performance metrics, and overall availability; implements, tests, and evaluates the effectiveness of solutions; assists in the development and implementation of technology related protocols, policies, procedures, and operating standards.
• Must be able to consult with management and staff about system needs, design, and operations and provide recommendations based upon research and analysis on existing and emerging technology, tools, and methodologies that will enhance processes and/or workflow. May assist with vendor negotiation on the terms, conditions and prices for hardware, software and services and obtain quotes.
• Must be able to identify system deficiencies or additional resource requirements and develop and implement modified or enhanced systems, or collaborate with vendors on same, to increase their efficiency, reliability, and availability; implements, tests, and evaluates the effectiveness of solutions.
• Performs software applications research, development, conversion, installation, and maintenance projects; reviews, analyzes, streamlines, and documents business processes and relates them to application software; prepares recommendations for procedural and operational modifications to optimize internal and customer workflows; develops and implements automated processes, scripts, triggers, specialized views, and reports in response to user needs.
• Designs, creates, and runs reports used for business process analysis and decision-making; sets up report definitions and designs methods to import/export data; and designs and maintains database infrastructure; organizes and converts data into relational tables; maintains relational data models as new information and table structures are added.
• Ensures database security by preparing access and control policies and procedures and reviewing permissions on a regular basis; and monitors disaster recovery and backup processes and schedules; verifies that backups are successful and data can be recovered.
• Evaluates, recommends, installs, configures, supports, programs, and maintains a variety of network operating systems and solutions; monitors equipment functions and usability, "accessibility; modifies firewall, router, and network monitoring system configurations to enable new servers or applications; coordinates firewall rule management and network-level security controls with the IT Manager and MDR service vendor.
• Implements, monitors, and maintains network security controls; configures and monitors security features and firewall rules; verifies and ensures proper user accessibility; identifies and addresses vulnerabilities; researches, recommends, and applies security updates; installs, configures, and maintains all network hardware, software, peripherals, and devices, including switches, routers, interfaces, wireless access points, servers, and firewalls, for functionality and security.
• Conducts research and stays current on new trends and innovative solutions for technology programs; recommends new technologies which would improve operational effectiveness or services.
• Writes and maintains user and technical operating instructions and documentation; prepares training materials and conducts formal and informal training programs; and advises on best practices.
• May provide lead direction and day-to-day oversight to I.T. staff, ensuring timely and effective resolution of end-user support requests; reviews support ticket queues, monitors workload distribution, and escalate trends or systemic issues to the IT Manager; establishes and maintains Help Desk procedures, knowledge base standards, and service quality benchmarks.
• Observes and complies with City and mandated safety rules, regulations, and protocols.
• Perform related duties and responsibilities as required.

Minimum Qualifications

Knowledge of:

Principles, procedures, methods, equipment, protocols, testing, diagnosing, resolving, implementing, and techniques used in operations, services, standards, design, record-keeping, programming language, and activities of integrated information technology systems; evaluating business need requirements to provide technology solutions; website development and content management. Project planning, prioritizing, research, methods, and procedures, reporting, and scheduling techniques; City and mandated safety rules, regulations, and protocols; techniques for providing a high level of customer service effectively dealing with the public, vendors, contractors, and City staff; the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar; modern equipment and communication tools used for business functions and program, project, and task coordination; computers and software programs (e.g., Microsoft software packages) to conduct, compile, and/or generate documentation.

Ability to:

Provide professional support to a diverse range of technology systems, hardware, and software; analyze complex user problems, evaluate alternatives, and devise efficient, cost-effective, user-friendly solutions; participate in the design, development, testing, and implementation of new technology systems; take measures to ensure the integrity of system data; implement database and/or system security measures; design, develop, manage, and maintain web sites; monitor systems operational effectiveness, reliability, or security vulnerability, and respond accordingly; participate in the development and implementation of technology policies, procedures, and protocols; utilize appropriate diagnostic and testing equipment to detect and resolve hardware and software issues; plan, develop, and facilitate training; prepare clear, concise, and accurate technical documentation, user guides, reports of work performed, and other written materials; communicate complex technology issues clearly to non-technical parties; organize and prioritize a variety of projects and multiple tasks in an effective and timely manner, organize own work, set priorities, and meet critical time deadlines; understand, interpret, and apply all pertinent laws, codes, regulations, policies and procedures, and standards relevant to work performed; effectively represent the division and the City in meetings with individuals; governmental agencies; community groups; various business, professional, and regulatory organizations; learn and understand the organization and operation of the City and of outside agencies as necessary to assume assigned responsibilities; effectively use computer systems, software applications, and modern business equipment to perform a variety of work tasks; establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work.

Skills:

Operate standard office equipment, including computers, printers, and copiers; operate a motor vehicle safely.

EDUCATION AND EXPERIENCE:

Sufficient education and experience to perform the above job duties equivalent to a bachelor's degree from an accredited college or university with major coursework in computer science, information technology or a related field. Typically obtained through at least four (4) years of increasingly responsible experience providing highly technical support to information systems in assigned program area.

LICENSE:

Possession of or the ability to obtain a valid Class C California driver's license upon appointment.

PHYSICAL, MENTAL AND ENVIRONMENTAL WORKING CONDITIONS:

Ability and mobility to operate standard office equipment, including a computer; sit, stand, walk, kneel, crouch, stoop, squat, twist, and maintain sustained posture in a seated or standing position for prolonged periods of time; lift, carry, push and pull materials and objects up to 50 pounds; and ability to operate a motor vehicle to visit various City departments and meeting sites; vision to read printed materials and a computer screen; hearing and speech to communicate in person, over the phone and on video. Standing and walking between work areas is frequently required. Employees work in an office environment with moderate noise levels, controlled temperatures. Reasonable accommodation will be made for individuals on a case-by-case basis.