ABOUT THIS POSITION
Approximately 48 million passengers traveled through Phoenix Sky Harbor International Airport in 2023, one of the busiest airports in the country in the nation's 5th largest city. Sky Harbor is the largest of three airports in the Phoenix Airport System (Phoenix Sky Harbor, Deer Valley, and Goodyear airports) which is operated by the City of Phoenix Aviation Department and has an economic impact of $38 billion annually.
Join the Business Applications and GIS section in the Technology Division as an Application Services Lead (Senior Information Technician Systems Specialist) to lead the application services team and turn it into a customer focused and service-oriented team with modern approach to service delivery, quality assurance, and business application support. This position is a highly visible leadership role leading a team of experienced application support engineers to manage security, business, financial, and web applications that are considered mission critical to airport operations.
The ideal candidate for this position will have strong technical experience in application management, data integration, and applications support. In this role, you would be collaborating with stakeholders on day-to-day basis to align on business priorities, understand client requirements, report status, and triage and resolve complex issues. This position will direct the team to run production support operations as per client priorities and responsible for overall success of production support operations team as per client expectations. This role will also participate and contribute to technical activities like incident triage, issue resolution, data analysis, and root cause analysis.
This role provides technical support and expertise to the Business and Service team requiring knowledge of various Application Platforms, especially proprietary applications, and experience working with a development and product team. This position requires you to communicate with application users, subject matter experts, and developers to determine needs, implementing changes, and performing quality control on products developed by the team. Knowledge of support ticketing software and Kanban boards is needed to track and report activities, review reports, and provide analytics from training and testing events to assist the customer with determining success of training events.
Key duties:

• Perform root cause analysis and identify preventive actions.
• Work with internal development and operations team to escalate issues.
• Perform testing on custom applications to review and validate updates.
• Assist in implementing team standards and continual improvement activities.
• Escalate any issues to leadership as required and propose solutions.
• Implement production software changes and provide post release support.
• Propose automation and optimization solutions to improve applications, data integration platform, data handling procedures.
• Establish KPI's, maintenance procedures and policies to ensure the platform and application is running reliably and effectively.
• Provide leadership and guidance to the support operations teams on tools, processes, and high-performance delivery.
• Demonstrate and assist team with learning and using new technologies. Professionally communicate ideas to team.
• Create/update knowledge base and run books to train new team members and effectively drive day-to-day operations.
• Proactively create and maintain scripts to monitor and maintain applications to reduce application downtime and user impacts.
• Provide technical direction and task prioritization to the team for daily support duties as well as for application and hardware upgrades and migration efforts.
• Partner with software developers and vendors to deploy updated software and provide ongoing support of production applications.
• Identify, analyze, and resolve application problems quickly while minimizing user impact and downtime.
• Take ownership of production support issues and drive it to resolution by coordinating with all the parties involved. Investigate and resolve basic to complex application issues.
• Improve support operations taking accountability for service delivery performance, SLAs, customer expectations, and driving customer satisfaction and operational excellence.

IDEAL CANDIDATE

• Familiar with Software Development Lifecycle Methodologies.

SALARY
Pay Range: $93,121.60 to $131,040.00 annually.
Hiring Range: $93,121.60 to $118,872.00 annually.
Pay Range Explanation:

• Pay range is the entire compensation range for the position classification.
• Hiring range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.

BENEFITS
A comprehensive benefits package is offered which includes:

• Traditional pension with employer and employee contributions, click here for more details: Pension Information
• 401(a) and 457 plans with employer contributions
• Choice of generous medical HMO, PPO, or HSA/HDHP plans
• Medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan
• Wellness incentive of up to $720 annually
• Dental, vision, and life insurance options
• Employer paid long-term disability
• Free Bus/light rail pass
• Tuition reimbursement program up to $6,500 per year
• Paid time off includes 13.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) of paid leave for the birth, adoption, or foster care placement of a child during a 12-month period
• Federal Student Loan Forgiveness offered through Savi

For more details, visit: Unit 007 Benefits
MINIMUM QUALIFICATIONS

• Two years of experience as an Information Technology Systems Specialist involving database management and on-line telecommunications.
• Bachelor's degree in computer science, math, or a related field.
• Other combinations of experience and education that meet the minimum requirements may be substituted.
• The City job description can be found here .
• All finalists for positions are subject to a criminal background check applicable to the department or position.
• The following list is not all inclusive but are TSA general factors for disqualification of employment for working at Phoenix Sky Harbor International Airport. Other factors will be assessed that may also lead to disqualification. Qualified candidates should consider these factors when applying. Aviation Employment Disqualifiers .
• Some positions require the use of personal or City vehicles on City business. Individuals must be physically capable of operating the vehicles safely, possess a valid driver's license and have an acceptable driving record. Use of a personal vehicle for City business will be prohibited if the employee is not authorized to drive a City vehicle or if the employee does not have personal insurance coverage.
• For information regarding pre-screening and driving positions, click here .

PREFERRED QUALIFICATIONS
The minimum qualifications listed above, plus:

• Experience with utilizing and designing APIs with REST, SOAP, etc.
• Experience using Microsoft.net or similar programming languages.
• Experience with scripting languages such as PowerShell, Python, or Ansible.
• Experience using SQL, PL/SQL, TSQL, writing SQL queries, procedures, and functions.
• Experience supporting web and client server applications using IIS or similar web server technologies.
• Experience working with client-side, technologies like HTML5, PHP, JavaScript, Angular, React, CSS, etc.
• Experience with Microsoft Office 365, Dynamics 365, SharePoint Online to include PowerApps, Forms, etc.
• Experience with app testing, load testing, debugging and testing of XML payloads, security, and vulnerability testing experience.
• Experience working in a senior or lead role involving application admin/support/maintenance in a large scale enterprise environment.
• Experience with app support, monitoring (Ex: AppDynamics, Splunk), Incident and Problem Management, ITIL framework, Certificate and Patch Management.

RECRUITMENT DATES
Recruitment closes June 13, 2024. All materials must be received by 11:59 p.m. on this date.
This is a position-based recruitment and will not result in any ongoing eligibility list. This recruitment and any selection processes resulting from this recruitment may be used to fill other related vacancies within the organization now or in the near future.
HOW TO APPLY
Apply online by completing the required information and attaching, as one document , your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.
WE ARE HERE TO HELP

• Job interviews may be held by video or audio conference.
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• Explore other Employment Opportunities with the City of Phoenix .
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• If you need assistance applying for this job, please contact our HR Connection Center at (602) 495-5700 .

REFERENCE
Senior Info Tech Systems Spec, JC:09570, ID# 54509, 05/31/2024, USM, GO, Benefits: 007
Building the Phoenix of tomorrow.
#DoWorkThatMakesPhoenixWork
City of Phoenix is an equal opportunity employer. AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.