Primary Purpose of Position: The primary focus of the Application Specialist is to maintain, support and provide technical assistance for the application systems and associated reporting solutions used in various departments throughout the agency. This position will be the point of contact with external software vendors, MaineHousing employees and any external partners, such as Community Action Agency personnel that utilize these systems. This position will assist program managers and staff in effectively utilizing the application system technology in the department. The position requires a highly organized and detail-oriented person with strong analytical, computer and customer service skills while maintaining strict adherence to confidentiality. Occasionally, this position will have a shared responsibility of extended support that may include evening, night and/or weekend work.

· Responsible to track and resolve helpdesk tickets for assigned application systems using the enterprise ticketing system. Escalate tickets as needed

· Maintain and support various application and reporting systems used throughout the organization

· Ensure vendor supplied software patches and upgrades are applied in a timely manner, coordinate testing and implementation efforts with key stakeholders. Ensure change log is up to date

· Participate in projects to replace existing or implement new application systems

· Continually strive to improve utilization of assigned application system by understanding business challenges, working with vendor and configuring the system to meet the requirements

· Manage a variety of application operational processes by coordinating, importing or exporting data. Maintain documentation of each process

· Perform routine database tasks such as backups, restores, establishing maintenance plans, and performance troubleshooting

· Design, develop and maintain reports to ensure timely and accurate reporting as requested by key stakeholders

· Act as a liaison with others in the IT department to resolve application issues and to coordinate IT activities

Working Conditions: Fast paced environment with multiple priorities, interruptions & deadlines. MaineHousing office hours are Monday – Friday from 8:00am to 5:00pm. A hybrid schedule that includes some telework may be available.

Reports To: Director of Information Technology

The starting hourly rate for the position is $22.4437 ($46,683 annually), plus a comprehensive benefits package, including, but not limited to, health, dental and vision, retirement options with employer match, life insurance, short and long-term disability, employee assistance, generous earned time and all major federal holidays. Employment is eligible for the Public Service Loan Forgiveness Program.

Education and Experience: Bachelor’s degree in computer information systems and four years of relevant work experience or a combination of eight years of education, training, experience preferred. Strong working knowledge and experience with SQL and software application support.

Certifications: One or more technical certifications preferred: Microsoft SQL or Microsoft SSRS.

Skills and Knowledge:

· Provides world class customer service by being proactive, resourceful and persistent

· Ability to take initiative, work independently, and utilize creative and analytical skills to deliver outcomes despite obstacles

· Excellent communication skills - oral, written and active listening

· Demonstrated supportive, collaborative and problem-solving attitude, continuously looks for process improvement opportunities

· Strong project management, time management and organizational skills

· Ability to define, document and validate business and technical requirements.

· Experience with applying software patches and upgrades.

· Strong experience and proven knowledge of Microsoft SQL and SQL Server Reporting Services.

· Strong understanding of relational database concepts, standards and generally accepted practices.

· Ability to perform detailed analysis of complex business processes and requirements and propose creative solutions

· Ability to establish and maintain strong partnership with software vendor support team