The Lead Information Systems Analyst’s role is to oversee the enterprise software support staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of support functions. The Lead Information Systems Analyst will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
Pay Range: $ 84,557.20 - 114,189.14 (Depending on qualifications and experience)
Work Schedule: Onsite, Monday - Friday, 8:00am - 5:00pm
Essential Duties and Responsibilities include the following. Other duties may be assigned
Provide technical expertise to lower-level Analysts.
Provide leadership to the Enterprise Support team including performance management.
Provide subject matter expert support for enterprise applications.
Analyze customer support issues and coordinate internal resources and/or vendor to provide resolution.
Install new releases of supported software and maintain currency with supporting documents.
Design and develop support applications.
Train users on use of application and features.
Research, test, analyze and repair complex software issues. Analyze new software requests from City departments.
Minimum Qualifications
Education & Experience
Associates Degree in an Information Technology discipline
7 years related experience
Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.
Preferred Qualifications
Education & Experience
Bachelor’s Degree in Computer Science, Management Information Systems or related area of study
7 - 10 years experience with application support, relational databases and customer service interface
Knowledge, Skills & Abilities
Solid relationship management and performance management skills.
Ability to motivate and direct staff members and subordinates.
Strong understanding of the organization’s goals and objectives.
Advanced knowledge of Microsoft Office applications
Advanced knowledge and experience supporting software applications
Skill in report design and queries for assigned application Familiarity Structured Query Language (SQL)
Ability to research and document workflow
Skill in interpreting technical diagrams and procedures
Ability to research issues and develop solutions
Ability to explain technical concepts in non-technical terms
Experience working in a team-oriented, collaborative environment.
Licenses and Certifications
Valid Class C Texas driver's license
Physical Requirements / Work Environment
The work environment and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards.
Garland is where things are made. Products, careers and opportunities are made here. Friendships that last a lifetime are made here, and generations of families have made this part of Texas their home.
As early as the mid-1800s, settlers began arriving in what is now Garland. The pioneers found the black soil ideal for cotton and the communities of Duck Creek and Embree thrived on that crop. In 1886, two railroad lines built depots in the area. Eventually those two communities combined and became Garland, officially incorporated in 1891.
Garland enjoys a rich history that has shaped it into the thriving metropolitan-area city that offers its residents and businesses a high quality of life, excellent educational and workforce development opportunities, and is enhanced by community leadership and partners. Garland is proud of its affordable and business-friendly climate.
