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ENTERPRISE SUPPORT SPECIALIST
DISTINGUISHING FEATURES OF THE CLASS
Work involves responsibility for supporting an Enterprise System or other software system(s) which is used to provide core services across an organization and on which other applications are dependent on. This position requires knowledge of current software systems, organizational policy and support standards. Direct supervision is received from an Application Project Manager or other supervising management staff. Supervision is not a regular occurring function of this position. Does related work as required.
TYPICAL WORK ACTIVITIES
Develops the logic of a computer program based on program specifications,
flowcharts and other documentation.
Designs, develops and coordinates programs within a particular application.
Writes program instructions (code) in a specific programming language.
Prepares sample test data and debugs the program code.
Assists with the implementation of new software releases, fixes and functionality.
Participates in functional and quality assurance testing of new software releases.
Tests the program within the overall system with sample and actual data and making modifications
Develops program and user documentation and operator instructions and assists in the documentation of all procedures used throughout the system.
Develops software that operates on multiple platforms (mainframe, midrange,
PCs, laptops, Personal Data Assistants (PDAs), etc.) as needed
Develops reports, preparing data for export, establishing procedures for importing of data
Analyzes communications requirements with other software
Prepares data for display on the other media (Internet, Intranet, PDAs, laptops, etc.)
Establishes security policies and procedures; maintains security profiles.
Develops, maintains and documents user authentication profiles.
Troubleshoots with application software vendors for user/system problem resolution
Provides first-line diagnosing/trouble-shooting of computer problems relating to software packages, basic hardware issues, security and password problems
Assists users with required interfaces to software systems.
Conducts follow-up checks to ensure that problems are resolved to each staff/customerís satisfaction
Develops and implementing ongoing needs assessment of both individuals and organization to identify types and contents of training
Provides in depth support for specific applications
Defines interface and communications requirements
Performs as a liaison between the customer and vendor personnel that support purchased software
Processes software trouble reports and analyzing the system to determine possible problem areas
Works on complex reporting requirements and providing data extraction and analysis for software purchased from an outside vendor
FULL PERFORMANCE KNOWLEDGES SKILLS ABILITIES AND PERSONAL CHARACTERISTICS
Ability to solve problems through the use of logic.
Ability to express oneself clearly and concisely, orally and in writing.
Ability to understand and follow complex oral and written instructions.
Ability to analyze facts and to exercise sound judgment to arrive at conclusions.
Ability to work well with others.
Thorough knowledge of current software systems, policies for operation and support and procedures for operation.
Thorough knowledge of software security risks and solutions.
One (1) year of permanent competitive class status in the title of Junior Enterprise Support Specialist.
A. Graduation from a regionally accredited college or university or one accredited by the New York State Board of Regents to grant degrees with a baccalaureate degree or higher in computer science or a closely related field and one (1)year of work experience, or its part time equivalent, supporting an Enterprise System or other software system which is used to provide core services across an organization and on which other applications are dependent on; or,
B. Graduation from a regionally accredited college or university or one accredited by the New York State Board of Regents to grant degrees with an associateís degree in computer science or a closely related field and three (3) years of work experience, or its part time equivalent, supporting an Enterprise System or other software system which is used to provide core services across an organization and on which other applications are dependent on.