Issue Management Accela Civic Cloud Salesforce. Content Management Experience Agil   Requirement id 105030 Job title Specialist Job location in ARLINGTON, VA Skills required Technical Support, Ticketing Systems, Help Desk Environment, Issue Management Accela Civic Cloud Sale Open Date 19-Mar-2020 Close Date Job type Not specified Duration 24 Months Compensation DOE Status requirement --- Job interview type ---    Email Recruiter: coolsoft Job Description Specialist: Technical Support, Ticketing Systems, Help Desk Environment, Issue Management Accela Civic Cloud Sale Functional Title: Senior Help Desk Support Analyst Note: Email Submission Submission Deadline: 3/26/2020 Start Date: 4/13/2020 End Date: 4/12/2022 Client: Arlington County Government Description: Arlington County seeks a full-time senior Help Desk Support Analyst to support the development and implementation phases of the Countys new permitting system, Permit Arlington. Permit Arlington is an enterprise-wide initiative to improve land development, building and permitting processes in Arlington County. Users of the new system include staff and external customers with expertise in building, zoning, trades, code enforcement, engineering, public health and other related technical and professional fields. The system is a portfolio of a Software as a Service (SaaS) implementation and custom-developed business applications. Reporting to the Permit Arlington Production Technology Manager, the Help Desk Analyst provides frontline technical support and customer service related to permit applications to both internal and external users. In addition, this individual will assist with system implementation quality assurance testing, user training, hosting/participating in requirements/detail meeting with business owner/system experts and provide application and ticket system reporting. Key responsibilities include: • Utilizing the service desk ticketing system to record and track tickets; monitoring the application, troubleshooting and documenting problems in ticketing system. • Providing first level technical support to resolve both internal and external portions of the application. • Articulating issues that require escalation to next level support, which can include the development team/management and cross-division internal business owners/management. • Performing initial root-cause system analyses and assisting in creation of action plans to minimize recurrences of identified issues. • Assisting users with application usage and questions, technical problem resolution, and providing training on basic and advanced system features. • Assisting with Quality Assurance testing of existing system updates and new functional releases, along with full-time QA testers, of the application as an integral part of the quality team. • Assistance in generation of User Stories for future enhancements through information gathered by both internal and external user communities. • Participating in application documentation and training documentation, assisting full-time system documentation staff members. Selection Criteria: • Excellent communication skills, both verbal and written • Strong analytical, problem-solving skills • Applications support of an enterprise level environment • Experience working in a Microsoft operating environment • Developing technical and/or usage documentation for system enhancements and test scenarios. Minimum: Two or four-year degree in Computer Science, Computer Information Systems, or a related field plus some technology help desk work experience providing support and guidance to technical and non-technical users. Substitution: Additional qualifying experience may be substituted for the education requirement. Desirable: Preference may be given to candidates with experience with one or more of the following experiences: • Utilizing the Cherwell Trouble Ticketing System for Issue Management and Reporting • Utilizing/supporting Accela Civic Platform or similar platform/system, such as Salesforce • Utilizing/supporting OnBase, an enterprise content management, preferably using Plan Review and Workflow. • Familiarity with Agile Methodologies   Call 502-379-4456 Ext 100 for more details. Please provide Requirement id: 105030 while calling.   Other jobs in VA: Alexandria (1), Ashburn (3), Cardinal (1), Charllottesville (1), Charlottesville (6), Chesapeake (2), Chester (2), Dulles (3), Fredericksburg (1), Fremont (1), Glen Allen (2), Reston (4), Richmond (45), Roanoke (14), Virginia Beach (14), Technical Support job openings in ARLINGTON, VA Jobs List Technical Support Specialist - Help Desk (Level 1) -SP Create date: 16-Mar-2020 Note: Email Submission NOTE: This position may require working remotely. This would require a quiet, network enabled workspace. 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(This job is for - job Jobs in VA Richmond Analyst - (in Richmond, VA)) (Specialist: Technical Support, Ticketing Systems, Help Desk Environment, Issue Management Accela Civic Cloud Sale in ARLINGTON, VA)

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