*First review of applications will be on July 5th*
Under the direction of the Information Technology Director, Manager, or designee, to support, design, implement, troubleshoot, document, and maintain various business and web applications required by each department to run the City’s daily operations including, but not limited to: financial, permitting, asset management, document management, records management, judicial, and recreation. Must demonstrate attention to detail, excellent written and verbal communication and documentation skills, the ability to follow direction under broad guidelines with minimal direct supervision, expand on technical skills quickly, and effectively train others in the use and application of the City’s business and web applications. Facilitate the City’s transition from on-premise, in-house developed to modern, cloud-hosted business applications. This position will be required to work full time, on-site with occasional night and weekend work.

• Provide support and function as the IT department’s “subject matter expert” for each of the City department’s business and web applications (and any associated hardware with the applications and web apps); existing applications consist of “off the shelf”, cloud hosted, and in-house developed.
• Work with various City departments to analyze, plan, design, and architect business processes and make recommendations for improvements to existing and/or new solutions to improve efficiency and customer service through the use of technology.
• Produce business process flow models, use cases, designs, and associated documentation as necessary for current and future states.
• Provide project management support for new application/software implementations and upgrades. Define scope, budget, timeline, and deadlines as well as coordination with any vendor or user involvement as necessary.
• Create testing plans (commonly known as User Acceptance Testing) for all improvements to determine if the new solution/upgrade is functional and meets the requirements as defined.
• Create training materials (documents, videos, presentations, etc.) and communication plans as necessary for the users (city staff or public) of the application or system. Offer training in 1:1, group, or “train the trainer” settings as needed.
• Respond to user support and feature requests for all business and web applications as needed.
• Quickly and accurately problem-solve, troubleshoot, and document computer and end-user problems.
• Work with users, vendors, and IT staff to assess and document issues with applications, processes, or controls.
• Support existing and new software integration interfaces and Application Programming Interfaces (API).
• Assist in the support, maintenance, upgrading, and training of IT systems including, but not limited to Active Directory, Exchange, Microsoft 365.
• Research new software and hardware to keep current on emerging technologies, developments, and trends; provide corresponding recommendations for new systems, applications, or upgrades.
• Research and keep current on best practices and security for business and web applications.
• Configure and maintain proper access permissions and security controls for City’s business and web applications.
• Define and create request for proposals (RFP) for any new or significant upgrades to business or web application systems; define specifications and requirements, scope of work, timelines, and budget; review responses and create comparison matrix for winning bidder selection.
• Maintain working relationships with vendors and other contracted service providers, facilitate upgrades, contract and support negotiations, and resolution of support or service deficiencies.
• Support, troubleshoot, and maintain City’s existing in-house developed systems, business and web applications at the code level.
• Make recommendations to define, create, modify, and improve Information Technology processes, policies, and procedures.
• Assist in the support of general IT Service Desk requests.
• Perform related duties as assigned.

Any combination equivalent to: Bachelor’s degree in a related field with a minimum three to five years of increasingly responsible experience with business application support and/or web development and support. Customer support experience in a windows-based environment with personal computers, office applications, and multi-location network environment. Other education, training, and certification in current computer and software technology that enhances and supplements skills are highly desired, along with general information technology services. Candidate may possess any combination of relevant education and experience which would directly demonstrate the individual's knowledge, skill, and ability to perform the essential duties and responsibilities listed above. Experience in working within a municipality or other governmental agency preferred. Prior to employment, candidate must successfully pass a thorough employment reference check, background investigation, and FBI record check conducted by the City of Federal Way Police Department.Knowledge of:

• Principles and techniques related to business system administration for government-related financial, permitting, asset management, document management, records management, judicial, and recreation systems.
• Principles and practices related to system and cloud application implementation, operation, and support, including Microsoft 365/Azure. 
• Information systems including analysis, design, development, implementation, maintenance documentation, and training procedures and practices.
• Relational database design, querying, and system administration specifically with Microsoft SQL Server and Progress database.
• Principles and practices of web programming/troubleshooting.
• Programming languages and tools such as ASP.NET, C#, JavaScript, CSS, HTML, T-SQL, Microsoft Visual Studio, and Postman.
• Server operating systems, specifically Windows Server and RedHat Linux.
• Server technologies such as Active Directory, DNS, IIS, and Hyper-V.
• Secure web technologies including certificates and private key infrastructure.
• Basic networking and security principles and technologies.
• Hardware/software architecture, testing, and troubleshooting techniques.
• Industry standard documentation and record-keeping techniques.
• Interpersonal skills using patience, tact, and courtesy.
• ITIL (Information Technology Infrastructure Library) curriculum.
• Excellent customer service skills.

 
Ability to:

• Collaborate with multiple departments to achieve technological goals.
• Handle multiple assignments, deadlines, and changing priorities.
• Troubleshoot problems with limited or no support or documentation.
• Write, modify, debug, and compile computer programming languages in an integrated development environment.
• Communicate clearly and effectively both verbally and in writing using proper sentence structure, grammar, and spelling.
• Develop documentation for technical and non-technical audiences and prepare training material for users.
• Comprehend various technical publications, notifications, or advisory documents and apply the information needed to applications and systems.
• Establish and maintain cooperative and effective working relationships with others.
• Work independently with minimal supervision as well as within a team environment; communicate well with project sponsors, department staff, and others.
• Provide technical expertise and assistance to IT staff and other departments.
• Learn applications and systems quickly.
• Utilize a Service Desk system to document, track, and monitor requests and projects to ensure timely resolution and communication with customers.
• Develop and maintain clear and concise documentation.
• Meet schedules, budgets, timelines, and commitments.
• Physically perform essential job functions.
• Follow established procedures and policies.
• Complete work with many interruptions.
• Successfully pass current ITIL Foundation certification or demonstrate proof completion.
• Occasionally work evenings and weekends when needed. 

Environmental Conditions/Physical Effort:
Work is performed primarily in an office environment, typically sitting at a desk and working with a personal computer for long periods of time. Employee may be exposed to noise from basic office equipment, server room, tool/machinery, and vehicle operation. Employee may be required to bend, stoop, kneel, or crouch and be exposed to telephone and data wiring while hooking up and disconnecting equipment. Occasionally must climb and work from ladders. Lifting and carrying heavy objects (up to 50 pounds) may be required.