Job Information
Illinois Department of Innovation & Technology User Support Lead Information Systems Analyst (INFORMATION SYSTEMS ANALYST II, OPT. A) in Springfield, Illinois
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12188267
20% Provides training to end users in the use of specific applications supported by the Information Services Unit:
- Provides first level problem diagnosis for agency application related calls.
- Trains end users in the use of specific applications such as Offender 360, Disciplinary Tracking, Photo ID, Institutional Graphics and others.
- Provides hot-line telephone assistance and/or personal contact assistance to users of the automated systems.
- Provides training to end users in the required procedures.
- Assists end users in acquiring a working understanding of data processing definitions, terminology, and components.
- Creates and maintains instructional and informational documentation to help in the problem solving and education of users.
- Drafts training manuals to educate end users on the use of the application software.
- Creates procedural manuals containing system documentation, and/or special instructions, such as scheduling or frequency of generating special application audit reports and/or files.
- Develops and implements segments of the education and teaching aids by the courses offered.
- Participates in the delivery of formal training sessions and product demonstrations.
- Performs interface functions between the user, the host computer support staff, and the User Support staff when assistance and/or information is required for the user to complete a project or task and resolve a problem.
- Presents technical information to technical and non-technical persons, including end-users, agency partners, and vendors with clarity and precision.
15% Provides technical assistance and support to unit staff:
- Assists staff members in recognizing errors and identifying possible solutions.
- Attempts to find the error and correct it or seek higher level system or supervisor support.
- Receives cross training on application systems to acquire knowledge of the help desk function.
- Responds to emergency requests and addresses issues.
10% Serves as project leader on highly complex projects while independently planning, developing, and implementing techniques for gathering and interpreting data:
- Provides technical guidance for staff to follow for completing assignments.
- Interprets and explains policies and procedures.
- Monitors project work to ensure quality assurance and control measures are applied.
\ %5 Keeps abreast of new developments in the Information Technology field:
- Continues education by attending meetings, training sessions, seminars, and conferences to increase familiarity with and remain current on products, vendors, techniques, and procedures.
- Attends demonstrations and exhibitions related to assigned operations.
5% Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.