] Office of Human Resources - Montgomery County Public Schools

OFFICE OF HUMAN RESOURCES AND DEVELOPMENT → CLASSIFICATION → IT SYSTEMS SPECIALIST, BUSINESS INFORMATION SERVICES

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IT Systems Specialist, Business Information Services

MONTGOMERY COUNTY PUBLIC SCHOOLS CLASS DESCRIPTION
OFFICIAL TITLE: IT Systems Specialist CODE: 5160 SQ/OQ: Optimal Qualified
WORKING TITLE: IT Systems Specialist, Business Information Services GRADE: 18-25 MONTHS: 12
SUMMARY DESCRIPTION OF CLASSIFICATION: Under the direction of the Supervisor of Business Operations, is responsible for generally supervised and independent work, providing all levels of support related to MCPS' business systems. The day-to-day work includes, but not limited to, end-user support, technology administration, troubleshooting issues and supporting staff in a timely manner. Based on the assigned level, this work may include identifying, troubleshooting, and resolving business systems related incidents and problems; and perform data analysis, providing end-user technical training, project management, initiating and engaging with stakeholders for business requirements, and designing and implementing configuration changes. May assist with training of lower-graded employees as assigned.
MINIMUM QUALIFICATION STANDARDS
KNOWLEDGE, SKILLS, AND ABILITIES: Demonstrates knowledge of principles, concepts, and methods of computer technology; working knowledge of or the ability to quickly learn MCPS' business processes in relation to functions and technology of the business systems and services. The work requires extensive knowledge with human resource related systems, professional development applications, end-user account and security access provisioning, understanding and analyzing data exports, proactively monitoring and managing end-user technical and training requests, and independently creating system documentation. Ability to independently prioritize and manage multiple tasks and/or projects simultaneously; in addition to having robust organizational and time management skills. Responsible for communication and information management between business units and technology teams. Ability to work in a collaborative, innovative, and flexible environment, while delivering quality work. Must have great customer service, interpersonal and professional skills, proven ability to communicate effectively and build relationships with stakeholders. Knowledge of and ability to meet the seven core competencies of the Support Services Professional Growth System (SSPGS).
EDUCATION, TRAINING, AND EXPERIENCE: Bachelor's Degree preferred. College level coursework in computer applications, computer systems, and/or computer related courses. One to three years of progressively responsible experience in managing and troubleshooting IT business applications, providing end-user customer support, both technical and customer training related is preferred. Combinations of applicable education, training, and experience which provide knowledge, abilities, and skills necessary to perform effectively in the positions may be considered.
CERTIFICATE AND LICENSE REQUIREMENTS: None
PHYSICAL DEMANDS: (Special requirements such as lifting heavy objects and frequent climbing.) None
SPECIAL REQUIREMENTS: (Frequent overtime or night work required, etc.) Evening/night or weekend work may be required on rare occasions. Overtime Eligibility: Intern & ITSS I (grade 18 to 20) are eligible for overtime pay with prior approval. ITSS II and III (grade 23 to 25) are not eligible for overtime pay. Note: overtime eligibility is under review pending acceptance of new regulations.
OVERTIME ELIGIBLE: No

EXAMPLES OF DUTIES AND RESPONSIBILITIES:

(The duties listed are typical examples of the work performed by this job classification. This is not an exhaustive statement of duties, responsibilities or requirements and does not limit the assignment of additional related duties for the position. Not all duties assigned are included, nor are all duties listed performed in every office or every day.)

ITSS Intern - Grade 18
Under close supervision, the ITSS Intern assists in general maintenance and performing first level support; such as, monitoring incoming support requests, performing triage related tasks, and resolving issues as able.

IT Systems Specialist I - Grade 20
ITSS I perform first level technology support for users.

Provides customer support and user assistance for MCPS' business systems.

Responsible for initial troubleshooting of technical issues, problem/resolution summaries, and resolution or escalation of issues.

Serves as the technical liaison between the assigned location and the Office of Technology and Innovation (OTI).

Proactively participates in projects including the contribution to knowledge tools and planning of professional development.

May also provide backup support as needed.

Supports technology policies, regulations, responsible use practices, and escalates issues as necessary.

Supports user accounts, including local provisioning and deprovisioning, user access and permissions, troubleshooting, and escalating as appropriate.

Provides just in time training and aids users in self-support.

IT Systems Specialist II - Grade 23
Able to perform the duties of the IT Systems Specialist I; the level II duties may also consist of the following tasks which require consistent exercise of independent judgment and discretion:

Performs escalated second level support for technical issues related MCPS' business systems.

Serve in cross-functional teams, as assigned.

Analyzing data extracts or reports related to the functional tasks of the business unit.

Serve as an escalation point for persistent user account and/or profile issues or special needs situations.

Actively participates on project teams, providing deeper level of input on technical and functional requirements.

May serve as a technical liaison lead; coordinating technical efforts with stakeholders

Participates in the professional development of peers by collaborating, documenting, and sharing knowledge.

Assists with the orientation and training of new ITSS I staff. May serve as mentors for the newly hired or referred employee.

IT Systems Specialist III (grade 25)
Able to perform the duties of the IT Systems Specialist I and II; the level III duties may also consist of the following tasks which require a significantly higher level of independent skill, judgment, and discretion:

Enterprise-wide design, process improvement, and documentation; including business workflows, project management, problem mapping/resolution documentation, post-implementation review, and non-technical descriptions appropriate for all stakeholders.

Research and development, which may include leading business requirements gathering, systems integration, supporting multiple systems (past and future).

Developing new procedures, applying real-time or time-sensitive resolutions, and documentation.

System-wide collaboration in support of new technologies and initiatives; central administration and support of systems: user identity management, office productivity tools, databases, and portals - including upgrades and patches.

Serves as a lead project manager for technology initiatives; including development of project plans, reports to management, vendor relations, managing resources including people and funding.

High level support which may include serving as escalation point, troubleshooting extraordinary, high impact, persistent isolated or enterprise-wide problems.

Monitoring business systems for potential problems where performing preventive maintenance and monitoring change control/impact.

Aid in the professional development of ITSS I & II: Including collaboration, documentation, knowledge sharing, training development and presentation in group sessions as well as one-on-one. Serving as a mentor and/or coach to other ITSS.

Performs related duties consistent with the scope and intent of the position.
Class Established: 6/2022
Date(s) Revised:
Last Reviewed:

This description may be changed at any time.