Application Support Specialist

Responsibilities

• Act as a technical expert for specific technology solutions, including system configuration, workflows, and integrations
• Develop and maintain accurate documentation such as system standards, configuration notes, and user guides
• Manage work within a structured service ticket queue environment
• Monitor recurring issues and proactively address root causes
• Collaborate with development and vendor teams on issue resolution and system enhancements
• Perform initial testing of enhancements, patches, and upgrades
• Build and maintain consultative relationships with business units and vendors
• Provide reporting to leadership regarding system performance and ticket trends

Requirements

• Bachelor's degree or equivalent experience
• At least three years of experience in application support or a related technical support role
• Strong analytical and problem-solving abilities
• Excellent communication skills for conveying technical concepts to non-technical stakeholders
• Experience working in a service ticket queue environment

Preferred Qualifications

• Experience working with vendors
• Experience managing service tickets
• Experience documenting technical processes

Benefits

• Public Service Loan Forgiveness Program qualified employer
• 25% tuition discount program for City employees
• Comprehensive health coverage
• Wellness program with discounted medical plan eligibility
• Paid vacation, sick leave, and holidays
• Generous retirement savings options

About the Company

The Office of Innovation & Technology (OIT) is the central IT agency for the City of Philadelphia. OIT oversees all major information and communications technology initiatives to increase the effectiveness of the City's infrastructure and support accountable, efficient government across every department.