Bargaining Unit: Use for all Job Titles
Class Code: 076135
Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and two years of professional level experience in any one of the following areas: (1) applications, systems, or network programming; or (2) systematic analysis of overall work processes for business or information systems; or (3) administratively managing business or information systems; or (4) teaching the methodology for analyzing or developing information systems or (5) application or database server administration or (6) support of enterprise application software.
Substitution of the Specific Associate’s Degree for the Required Bachelor’s Degree: An associate’s degree in one or a combination of the following: business data processing, computer accounting (e.g., accounting information systems), computer science, computer programming, information systems, telecommunications, or similar information technology degree (e.g., healthcare information systems) from an accredited college or university may substitute for the required bachelor’s degree.
Substitution of Experience for the Specific Associate’s Degree: Experience in one or a combination of the following areas may substitute for the specific Associate’s degree on a year-for-year basis to a maximum of two years: (1) applications, systems, or network programming; or (2) systematic analysis of overall work processes for business or information systems; or (3) administratively managing business or information systems; or (4) teaching the methodology for analyzing or developing information systems or (5) application or database server administration or (6) support of enterprise application software.
Substitution of Graduate Coursework for the Required Experience: Any additional graduate coursework in management information systems, business data processing, business systems analysis, computer and information systems, or computer accounting may substitute for the required experience on a year-for-year basis to a maximum substitution of one year. (Thirty-six graduate quarter hours or a master’s degree in the above fields is equivalent to one year of experience).

Other Requirements:

Necessary Special Qualifications: None.
Examination Method: Education and Experience,100%, for Preferred Service positions.

Job Overview:

Summary: Under immediate supervision, is responsible for supporting application performance for the production, development and test environments of databases, applications, servers and 3rd party components and performs related work as required.
Distinguishing Features: This is the trainee/entry level in the Application Administrator series. An employee in this class will learn the skill sets required to perform installation, configuration, patching, upgrade, migration, performance monitoring, tuning, backup and restore for databases, enterprise class applications, and physical and virtual servers. This class is flexibly staffed with and differs from Application Administrator-Intermediate* classification in that an incumbent of the latter performs routine installation, configuration, patch, upgrade, migration, performance, monitoring, tuning, backup and restore for databases, enterprise class applications, and physical and virtual servers under general supervision.
*An applicant appointed to this flexibly staffed class will be reclassified to the Application Administrator- INT* after successful completion of a mandatory one year training period; inadequate or marginal performance during the training period will result in automatic demotion or termination.

Work Activities:

Analyzing Data or Information:
  1. Assists in troubleshooting server, operating system, application issues and escalates, if necessary.

Making Decisions and Solving Problems:

  1. Reads vendor documentation in the event of a problem to identify the solution.
  2. Retrieves data from the problem Management Database to learn how to submit a request for additional resources to ensure system integrity.
  3. Escalates with highest level of vendor technical support to resolve complex Enterprise application issues impacting users statewide.
  4. Provides on-call support and over-sight of all batch processes/scheduled jobs that are supported on the system day or night.
  5. Adheres to strict security guidelines by protecting database, application and server access credentials.
  6. Creates and monitors application performance using designated applications and reports to insure established service levels are being met.

Organizing, Planning, and Prioritizing Work:

  1. Utilizes knowledge of work order applications and resolves issues routed to them according to priority.
  2. Troubleshoots customer reported issues in a timely manner.

Drafting, Laying Out, and Specifying Technical Devices, Parts, and Equipment:

  1. Learns application architecture at the communication and interface levels.

Communicating with Supervisors, Peers, or Subordinates:

  1. Assists users with resolutions of technical problems.
  2. Learns to identify and escalates problems as appropriate following procedures.
  3. Maintains communication with customers during problem resolution by phone, email and problem management database.

Communicating with Persons Outside Organization:

  1. Works with third party vendors to troubleshoot and resolve application issues.

Establishing and Maintaining Interpersonal Relationships:

  1. Develops and maintains confident working relationships with co-workers, customers, vendors and other supporting departments.
  2. Interacts with application end users with a high degree of diplomacy and professionalism to promote a positive image of the department.

Performing Administrative Activities:

  1. Reads all proper paperwork and problem management database entries as dictated by current policies and guidelines.
  2. Interfaces with outside agencies and help desk in notifying them of system problems and Estimated Time of Arrival (ETA) of resolution.

Monitor Processes, Materials, or Surroundings:

  1. Learns to monitor application performance statistics to verify sufficient resources for user load.
  2. Learns to monitor system and applications logs and reports for system integrity and escalate as necessary.
  3. Learns to monitor licenses for applications to confirm adequate amount of remaining licenses.
  4. Runs and distributes system activity reports that identify and support business system use and problem correction requirements.
  5. Resolves or works with appropriate resources to identify, escalate and ensure the timely resolution of process and file transfer related issues per established response time requirements.

Identifying Objects, Actions, and Events:

  1. Participates in reviewing critical errors in the server and application logs, researches the reason for the error and take the steps necessary to fix the problem.

Judging the Qualities of Things, Services, or People:

  1. Learns to assist in evaluation of vendor and contractor applications solutions for providing enterprise level products and services.

Updating and Using Relevant Knowledge:

  1. Works with appropriate resources to provide testing support for various projects and other initiatives.
  2. Learns about servers and applications in use in the Enterprise Application environment.

Scheduling Work and Activities:

  1. Learns to utilize the Problem Management Database to submit a request for permission to perform monthly maintenance to prevent interruption of service for users or applications.
  2. Contributes to departmental goals by following project management standards to ensure objectives are met in a timely manner.
  3. Coordinates with functional and technical resources to ensure approval of changes to normal process cycles due to schedule or emergency maintenance events, and ensures the accurate execution of these changes.

Interacting With Computers:

  1. Assists with the installation and configuration of new applications.
  2. Operates basic workplace laptop computer and understands enterprise desktop business applications.
  3. Utilizes database client software to troubleshoot performance issues as well as to run scripts as needed.
  4. Utilizes problem management software (Remedy) to manage trouble tickets as well as to request support from other departments.
  5. Supports configuration and coordination of job scheduling software.
  6. Learns to utilize state standard workstation tools to manage server, operating system and application software.

Documenting/Recording Information:

  1. Reads the documentation needed for system implementation and recovery.
  2. Reads the scripts used for server and application administration.

Getting Information:

  1. Learns to receive data from the problem management database.
  2. Attends on-site or off-site training when available and/or necessary.

Evaluating Information to Determine Compliance with Standards:

  1. Participates in evaluating Enterprise Class application software serving multiple departments and agencies and related packages for standards.

Competencies (KSA’s):

  1. Functional/Technical Competency
  2. Problem Solving
  3. Customer Focus
  4. Technical Learning
  5. Time Management
  6. Written Communication
  7. Perseverance
  8. Integrity and Trust
  9. Organizing
  10. Self-Development
  11. Logical Thought


  1. Operating Systems
  2. Server Applications
  3. Server Hardware
  4. Software Installation
  5. Application Tuning
  6. Architecture Design
  7. Database Concepts


  1. Strong Communication Skills
  2. Team Oriented Skills
  3. Interpersonal Skills to Interact With a Variety of People


  1. Written Comprehension and Expression Ability
  2. Inductive Reasoning Ability
  3. Static Strength Ability
  4. Oral Comprehension and Expression Ability
  5. Problem Sensitivity Ability
  6. Deductive Reasoning Ability
  7. Multi-Tasking Ability
  8. Logical Thought
  9. Evaluate and Re-Arrange Priorities

Tools and Equipment Used:

  1. Personal Computer
  2. Telephone
  3. Copy Machine
  4. Printer
  5. Server
  6. Mobile Devices
  7. Projector/Audio Video Equipment


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