Supervising Applications Analyst - Airport

About the role

The City of San José is seeking a Supervising Applications Analyst to join the Airport Technology Services Section at San José Mineta International Airport (SJC).

Position Duties

San José Mineta International Airport (SJC) is recruiting for a Supervising Applications Analyst to lead a team of six IT professionals responsible for enterprise application management and frontline technical support services in a 24/7 aviation environment.

Key Responsibilities

• Oversee day-to-day support for enterprise applications and management of their platforms; ensure high availability and reliability of applications; manage incident, problem, and service request processes; coordinate production support and escalation handling; monitor application health, uptime, integrations, and performance.
• Lead and mentor application support analysts and administrators; manage staffing, training, and performance reviews; build a culture of operational excellence and accountability.
• Act as escalation point for critical production issues, lead root cause analysis (RCA) efforts, drive permanent fixes and continuous improvement, coordinate communication during outages and major incidents.
• Oversee application deployments and production releases; ensure proper testing, rollback planning, and change approvals; minimize business disruption during upgrades and maintenance windows; coordinate with other Airport divisions.
• Partner with business leaders to understand operational needs; translate business requirements into support priorities; manage vendor relationships and third-party support contracts; provide status updates, reporting, and executive communication.
• Track SLA adherence and support metrics; develop dashboards and operational reporting; improve MTTR (Mean Time to Resolution) and service quality; identify automation opportunities to reduce manual support work; participates in work product review to validate correctness of solution and to provide feedback and mentorship to staff members.
• Review system architecture and scalability concerns; participate in disaster recovery and business continuity planning; guide modernization initiatives; provides recommendations for business process redesign and documentation as needed for new technology.
• Manage support budgets and licensing costs; evaluate support tools and managed service providers; negotiate vendor support agreements; plan capacity and operational spending.

Competencies

• Job Expertise - Knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations.
• Technology Use/Management - Efficient and cost-effective approaches to integrating technology into the workplace and improving program effectiveness.
• Planning - Aligns unit's goals with the strategic direction of the organization; defines tasks and milestones to achieve objectives, while ensuring the optimal use of resources to meet those objectives.
• Initiative - Resourceful behaviors toward meeting job objectives; anticipates problems, is proactive, and avoids difficulties by planning ahead; displays willingness to assume extra responsibility and challenges; pursues continuing education opportunities that promote job performance.
• Fiscal Management - Understands the relationship of the budget and resources to the strategic plan; complies with administrative controls over funds, contracts, and procurements.
• Analytical Thinking - Logical, systematic, sequential approach to approaching a problem or situation.
• Problem Solving - Approach to situations by defining the problem or issue; determines the significance of problem(s); collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.
• Decision Making - Identifies and understands issues, problems, and opportunities; uses effective approaches for choosing a course of action or developing appropriate solutions.
• Communication Skills - Clearly conveys information and expresses thoughts and facts; demonstrates effective use of listening skills and displays openness to other people's ideas and thoughts.
• Teamwork & Interpersonal Skills - Develops effective relationships with co-workers and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.
• Coaching - Provides guidance, opportunities, and motivation to develop and strengthen knowledge, skills, and competencies to improve employee’s capabilities.
• Leadership - Leads by example; demonstrates high ethical standards; remains visible and approachable and interacts with others on a regular basis; promotes a cooperative work environment, allowing others to learn from mistakes; provides motivational supports and direction.
• Project Management - Ensures support for projects and implements agency goals and strategic objectives.
• Supervision - Sets effective long and short-term goals based on a good understanding of management practices; establishes realistic priorities within available resources; provides motivational support; empowers others; assigns decision-making and work functions to others in an appropriate manner to maximize organizational and individual effectiveness.
• Computer Skills - Experienced with common business computer applications including but not limited to: MS Outlook, MS Word, MS PowerPoint, MS Access, and MS Excel.

Minimum Qualifications

• A Bachelor’s Degree from an accredited college or university in a relevant field AND five (5) years of increasingly responsible professional/level experience in computer applications, systems, networks, or telecommunications work, of which at least two (2) years include the responsibility for the development, implementation, and maintenance of major communications or computer systems.
• Additional years of increasingly responsible directly related work experience may be substituted for education on a year-for-year basis.
• Completion of a Master's Degree in a relevant field from an accredited college or university may be substituted for one year of the required two (2) years of experience include the responsibility for the development, implementation, and maintenance of major communications or computer systems.

Other Qualifications

• Selection Process - Evaluation of the applicant's training and experience based on the application and responses to all the job specific questions. Only those candidates whose backgrounds best match the position will be invited to proceed in the selection process.
• Application Deadline - Friday, August 14, 2026.
• Contact Information - Questions about the duties of these positions, the selection or hiring processes can be directed to Kit Kwan at KKwan@sjc.org.