Application Support Specialist

About the role

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.

Responsibilities

• 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.
• Maintain a high level of awareness of 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.
• 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.

Qualifications

• A bachelor’s degree or equivalent experience is acceptable.
• At least three years of experience in application support or a closely related technical support role.
• Experience working with vendors, managing service tickets, or documenting technical processes is preferred.

Competencies, Knowledge, Skills and Abilities

• Proven analytical and problem-solving abilities, with the capacity to anticipate issues and take proactive steps to prevent them.
• Strong documentation discipline: able to produce clear, structured, and accurate technical and user-facing materials.
• Experience working in a service ticket queue environment, with the ability to manage competing demands, communicate effectively, and maintain service visibility.
• Ability to work with end users to understand business processes, define requirements, and translate those needs into actionable tickets or technical specifications.
• Excellent communication skills, especially the ability to convey technical concepts to non-technical stakeholders.
• Ability to build effective working relationships and operate collaboratively across a vendor-heavy technology ecosystem.
• Commitment to delivering modern, user-centered technology support in alignment with Revenue IT’s culture of accountability, collaboration, and continuous improvement.

Additional Information

Salary Range: $65,000-$72,767
Salary cannot exceed $72,767
All applications must include a cover letter. Applications without a cover letter will be considered incomplete.