Additional Information
Company Description
The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia headed by the Chief Information Officer (CIO). OIT oversees all major information and communications technology initiatives for the City of Philadelphia - increasing the effectiveness of the information technology infrastructure, where the services provided are advanced, optimized, and responsive to the needs of the City of Philadelphia's businesses, residents, and visitors. OIT responsibilities include: identifying the most effective approach for implementing new information technology directions throughout city government; improving the value of the city's technology assets and the return on the city's technology investments; ensuring data security continuity; planning for continuing operations in the event of disruption of information technology or communications services; and supporting accountable, efficient and effective government across every city department, board, commission and agency.
The Application Support Specialist acts as a member of the technical support team for specific technology implementations within the Department of Revenue and supports the vendor-heavy ecosystem those systems rely on. In partnership with the business unit, they develop an understanding of the business processes surrounding the assigned applications, maintain expertise in system functionality, and analyze use cases and technical capabilities to recommend improvements to system configuration or business processes. The specialist also plays a key role in documenting application behavior, controls, standards, and known issues to support effective system use and troubleshooting. They work primarily in a service ticket queue environment and are expected to manage work transparently, proactively identify issues or trends, and prevent problems before they impact operations.
As a member of the Revenue IT team, the Application Support Specialist is expected to uphold the department's mission and contribute positively to a collaborative, human-centered, innovative, and accountable culture.
Job Description
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.
City Of Philadelphia · Philadelphia, PA