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APPLICATION ADMINISTRATOR-INT*

Class Title: APPLICATION ADMINISTRATOR-INT*
Bargaining Unit: Use for all Job Titles
Class Code: 076136
Education and Experience: Graduation from an accredited college or university with a bachelor’s degree and three 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.
 
OR
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.
OR
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.
OR
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).
OR
 
One year of experience as an Application Administrator – Associate* with the State of Tennessee.

Other Requirements:

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

Job Overview:

Summary: Under general 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 intermediate level in the Application Administrator series. An employee in this class will perform routine installation, configuration, patching, upgrades, migration, performance monitoring, tuning, backup and restores for databases, enterprise applications and physical and virtual servers. This class is flexibly staffed with and differs from an Application Administrator – Associate* in that an incumbent of the latter is learning to install, configure, patch, upgrade, migrate, performance monitoring, tune, backup and restores for databases, enterprise application and physical and virtual servers.

Work Activities:

Identifying Objects, Actions, and Events:
  1. Reviews critical errors in the server and application logs, researches the reason(s) for the error and takes the steps necessary to fix the problem(s).

Organizing, Planning, and Prioritizing Work:

  1. Manages changing priorities to ensure deadlines are met and critical issues are resolved in a timely manner.

Repairing and Maintaining Electronic Equipment:

  1. Performs routine system maintenance on complex applications.
  2. Performs routine maintenance and tuning on complex application databases.
  3. Performs application troubleshooting on statewide applications and determines if or when vendor support should be called to aid in resolution of problems.

Getting Information:

  1. Receives data from the problem management database.

Monitor Processes, Materials, or Surroundings:

  1. Leverages performance monitoring tools to identify application and server performance issues.
  2. Supports regularly scheduled server and database maintenance.
  3. Provides on-call support and coverage as needed during non-business hours to ensure 24 x 7 availability.
  4. Monitors overall end user experience to understand performance anomalies as they occur.
  5. Monitors application performance statistics to verify sufficient resources for user load.
  6. Monitors system and applications logs and reports for system integrity and escalate as necessary.
  7. Monitors licenses for applications to confirm adequate amount of remaining licenses.
  8. Modifies computer security customizations and/or configurations to incorporate new software, correct errors, or creates or modifies users roles.
  9. Creates, updates and tests security aspects of the business resumption plan.
  10. Troubleshoots enterprise class application software, user interface issues and escalates if necessary.

Evaluating Information to Determine Compliance with Standards:

  1. Evaluates Enterprise Class application software serving multiple departments and agencies and related packages for standards.

Scheduling Work and Activities:

  1. Schedules time to apply updates and patches to the test environments to ensure a seamless transition to the production Enterprise application Environment.
  2. Utilizes the Problem Management Database to submit a request for permission to perform monthly maintenance to prevent interruption of service for users or applications.
  3. Performs routine maintenance to applications.

Interacting With Computers:

  1. Upgrades new monitoring software per vendor instructions to leverage the latest technology and to stay current with vendor support.
  2. Ensures connectivity between enterprise application and its supporting applications.
  3. Migrates application changes through development, test and production environments to thoroughly test changes before applying to live production environments.
  4. Upgrades third party applications per vendor instructions to leverage the latest technology and to stay current with vendor support.
  5. Applies the latest application patches per vendor recommendations to ensure latest fixes and functionality.
  6. Configures connectivity between applications through software interface product.
  7. Installs and configures third party applications in development, test and production environments.
  8. Installs and configures reporting tools in development, test and production environments.
  9. Upgrades new applications per vendor instructions to leverage the latest technology and to stay current with vendor support.
  10. Upgrades new supporting software per vendor instructions to leverage the latest technology and to stay current with vendor support.
  11. Utilizes state standard workstation tools to manage server, operating system and application software.
  12. Installs and configures server hardware, operating system and application software.
  13. Verifies application load is balanced across servers to ensure acceptable performance.

Analyzing Data or Information:

  1. Troubleshoots server, operating system, application issues and escalate if necessary.
  2. Tests network connectivity of all needed application services, e.g. database, site servers, and clients.
  3. Diagnoses issues through all available resources and tools.
  4. Monitors application performance through monitoring software to identify trouble areas and possible tuning opportunities.
  5. Monitors server performance through monitoring software to identify trouble areas and possible tuning opportunities.
  6. Tests new enhancements and fixes to ensure that the desired results are achieved without issues.
  7. Researches abnormal system events to determine if further action is required.
  8. Reviews critical errors in the server and application logs to identify source of issue and determine the correct resolution.
  9. Reviews new releases and patches from application vendor to stay up to date with latest fixes and functionality.
  10. Verifies all applications after database and server downtime, unexpected as well as scheduled, to make sure all systems are functioning properly.

Making Decisions and Solving Problems:

  1. Leverages vendor knowledge base through support contract or other means to troubleshoot issues and to review new technology.
  2. Supports developers, database administrator, functional analysts and server administrators with requests for tasks that require application administration.
  3. Develops reports as support aids for private and shared use.
  4. Researches vendor documentation in the event of a problem to identify the solution.
  5. Utilizes Problem Management Database to submit a request for additional resources to ensure system integrity.
  6. Coordinates file-share administration and communicates about needed activities to users.

Updating and Using Relevant Knowledge:

  1. Maintains knowledge of network architecture, database and operating system concepts.
  2. Leads meetings about and communicates change control events at the infrastructure and application levels.
  3. Maintains up-to-date documentation of technical, and procedural changes as they occur.
  4. Maintains knowledge of servers and applications in use in the Enterprise Application environment.
  5. Contributes to departmental productivity and development objectives by participating in training programs.
  6. Collaborates with IT staff, attends webinars and reads industry related publications to remain abreast of advance technology.

Developing Objectives and Strategies:

  1. Creates reference documentation for individual applications to ensure procedures are documented.
  2. Participates in the development of goals.
  3. Tunes and/or makes recommendations for application settings per vendor recommendations to allow for optimal user experience.
  4. Tunes and/or makes recommendations for server settings per vendor recommendations to allow for optimal user experience.
  5. Reviews new releases, patches, hotfixes, and security bulletins from multiple software vendors.

Documenting/Recording Information:

  1. Develops and maintains the documentation needed for system implementation and recovery.
  2. Develops and maintains scripts for server and application administration.

Communicating with Supervisors, Peers, or Subordinates:

  1. Mentors peers and shares technical knowledge with co-workers and other parties.
  2. Communicates application configuration changes to team.
  3. Assists users with resolutions of technical problems.
  4. Identifies and escalates problems as appropriate following procedures.
  5. Conveys concise problem information for service personnel.

Performing Administrative Activities:

  1. Maintains all proper paperwork and problem management database entries as dictated by current policies and guidelines.

Coordinating the Work and Activities of Others:

  1. Coordinates application downtime with co-workers and other parties to ensure the least disruption of service.

Judging the Qualities of Things, Services, or People:

  1. Evaluates new application software for business need relevance to determine their usefulness to the current enterprise.

Competencies (KSA’s):

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

Knowledge:

  1. Problem Management Systems
  2. Service Level Management
  3. Antivirus, Anti-Malware and Spam Software
  4. Web Server Software
  5. Email Systems
  6. Directory Services
  7. Security
  8. Email Archival Software
  9. Collaboration and Content Management
  10. Customer Relations Management Software
  11. End Point Protection
  12. Systems Management
  13. Configuration Management
  14. Mass Mailing Management Software
  15. Unified Communication Software
  16. Encryption Software
  17. Dual Factor Authentication Software
  18. Identity Management Software
  19. Telecommunications
  20. WAN Hardware Topology
  21. Server Load Balancing
  22. Storage Area Network
  23. Clustering Technology
  24. Domain Name Servers
  25. Network Architecture Concepts
  26. Server Load Testing

Skills:

  1. Server Hardware and Operating Systems Installation Skills
  2. Active Learning Skills in Technology
  3. Server and Application Troubleshooting Skills
  4. Server Hardware Maintenance and Operating Skills
  5. Problem Solving Skills
  6. Customer Service Oriented Skills
  7. Documentation Preparation

Abilities:

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

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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