JOB DESCRIPTION
General Overview: At an entry level, provides support for software applications in areas such as configuration, deployment, installation, tuning, monitoring, maintenance and updating. Provides technical assistance and training on applications as needed to users and IT staff. Creates documentation for application support. This position develops competence by performing structured work assignments and receives instruction, guidance and direction from supervisor, manager and/or more experienced colleagues. - Administers software applications in areas such as configuration, deployment, installation, tuning, monitoring, maintenance, updating, documentation and data archiving. - Works with QA/QC team to test, review and document installation, operation and troubleshooting procedures. - Assists in the design and implements backup, recovery, disaster recovery and monitoring plan for software applications. - Provides technical assistance, customer service and problem resolution for applications supported. - Develops and runs queries and other reporting for users. - Adds/removes users from the application and/or sets up the application to utilize Client single sign on. - Pursues new technologies, knowledge, training and problem resolutions. Researches, tests and develops these technologies. - Acts as member of software application project teams under the direction of senior or supervisory level staff. May provide documentation for projects. - Implements system enhancements. Assists in developing recommendations for application purchases and upgrades. - May perform administration of application servers, including backup, recovery, disaster recovery, monitoring, tuning and documentation to ensure systems are available for customers. - Understands and incorporates applicable functional area, field and operational aspects into administration activities. - Adheres to NERC CIP (Critical Infrastructure Protection) Standards, NIST (National Institute of standards and Technology), ISA (Instrumentation, Systems, and Automation Society), and IEEE (Institute of Electrical and Electronics Engineers) as applicable to application supported. This general overview only includes essential functions of the job and does not imply that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instruction and to perform any other job-related duties requested by supervisor or management. Minimum Qualifications: Four or more years of experience in providing troubleshooting, configuration, administration and support for software applications.
A degree(s) in computer science, information technology or relevant field may be substituted per Client guidelines for certain years of experience Knowledge, Skills and Abilities: Knowledge of applications supported Knowledge of computers, network components, operating systems and software applications as related to applications supported Skill in providing customer service Skill in verbal and written communication Skill in troubleshooting Skill in articulating complex, technical information to both technical and nontechnical audiences Skill in meeting deadlines Skill in providing training and mentoring to less experienced staff Intermediate skill level in applications supported Ability to work in a team environment Ability to balance and manage competing high priority work demands
Work Environment: Work hours for incumbents other than location listed below are spent in an office environment Work hours of incumbents at FPP Facilities are primarily spent in an office environment Some work hours of incumbents at FPP Facilities are spent in a control room/plant floor environment Work involves weekends, holidays and nonstandard hours for application support and after hours application deployment Physical Demands: Work involves constant finger/hand manipulation in using a keyboard and mouse Work of incumbents at FPP involves lifting up to 30 pounds less than 20% of the time
Work Days (i.e. Monday-Friday)
Monday-Friday
Work Hours (i.e. 8:00 AM - 5:00 PM)
8:00 AM - 5:00 PM
TECHNICAL SKILLS
Must Have
