Application Support Specialist at CityofPhiladelphia

Essential Functions Technical Solution Management • Act as a technical expert for specific technology solution(s) and understand system configuration, workflows, and integrations. • Develop, maintain, and organize accurate documentation including system standards, configuration notes, known issues, workarounds, release notes, and user-facing guides. • Work within a structured service ticket queue environment, ensuring timely updates, clear communication, and adherence to internal service expectations. • Monitor recurring issues or patterns in the queue and proactively escalate or address root causes. • Work closely with development and support teams (City or vendor) on issue resolution, enhancements, and prioritization of system improvements. • Perform initial testing of enhancements, patches, and upgrades; coordinate with business subject matter experts for further validation. • Research and promote the use of existing and emerging technologies to support or enhance Revenue’s operations.Relationship Management • Build and maintain strong, consultative relationships with Revenue business units, central OIT areas, and vendors related to supported systems. • Serve as a primary point of contact for assigned systems regarding coordination, communication, and planning. • Develop an in-depth understanding of the business processes and requirements associated with supported systems. • Participate in routine status and planning meetings with stakeholders, advocating for system needs, enhancements, and support priorities. • Monitor and evaluate vendor performance, escalate concerns, and ensure adherence to agreed-upon service expectations. • Provide clear, timely reporting to Revenue IT leadership regarding issues, system performance, ticket trends, vendor activity, and user satisfaction.Competencies, Knowledge, Skills and Abilities • Proven analytical and problem-solving abilities, with the capacity to anticipate issues and take proactive steps to prevent them. • Strong documentation discipline: able to produce clear, structured, and accurate technical and user-facing materials. • Experience working in a service ticket queue environment, with the ability to manage competing demands, communicate effectively, and maintain service visibility. • Ability to work with end users to understand business processes, define requirements, and translate those needs into actionable tickets or technical specifications. • Excellent communication skills, especially the ability to convey technical concepts to non-technical stakeholders. • Ability to build effective working relationships and operate collaboratively across a vendor-heavy technology ecosystem. • Commitment to delivering modern, user-centered technology support in alignment with Revenue IT’s culture of accountability, collaboration, and continuous improvement.