Definition
Performs entry-level business systems support work involving operation, monitoring, and routine maintenance within agency applications; provides assistance to system users, executes established procedures and reviews inputs and outputs for accuracy; work is performed under close supervision and focuses on both system functions and agency business processes; performs related work as required.
The work examples and competencies listed below are for illustrative purposes only and not intended to be the primary basis for position classification decisions.
Work Examples
Operates and monitors enterprise system modules or jobs according to documented schedules and procedures.
Reviews system outputs and reports to ensure accuracy, completeness, and compliance with business rules.
Identifies and resolves routine functional issues; escalates complex problems to higher-level staff.
Maintains and updates documentation of operational procedures, schedules, and functional settings.
Provides first-level functional support to users, including answering questions and explaining procedures.
Performs data entry, record maintenance, or parameter updates within defined limits.
Coordinates with IT staff, vendors, or program users to verify process completion and troubleshoot issues.
Participates in testing of new or revised system functions by executing test scripts and documenting results.
Competencies Required
Knowledge:
Administrative – Administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
Communications – The science and art of delivering information.
Computers and Electronics – Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Customer and Personal Service – Principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language – Structure and content of the English language including the meaning and spelling of words, and rules of composition and grammar.
Abilities:
Deductive Reasoning – Apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning – Combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Speech Clarity – Speak clearly so others can understand you.
Speech Recognition – Identify and understand the speech of another person.
Written Comprehension – Read and understand information and ideas presented in writing.
Written Expression – Communicate information and ideas in writing so others will understand.
Skills:
Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Reading Comprehension – Understanding written sentences and paragraphs in work-related documents.
Repairing – Repairing machines or systems using the needed tools.
Service Orientation – Actively looking for ways to help people.
Speaking – Talking to others to convey information effectively.
Systems Analysis – Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
Troubleshooting – Determining causes of operating errors and deciding what to do about it.
Writing – Communicating effectively in writing as appropriate for the needs of the audience.
Minimum Qualification Requirements
Applicants must meet at least one of the following minimum requirements to qualify for positions in this job classification:
One year of full-time work in information technology, business analysis, program operations, program administration, project management, or a closely-related field.
A total of one year of education and/or full-time experience (as described in number one), where thirty semester hours of accredited college or university coursework in information systems, business administration, public administration, management, analytics, or a closely-related field equals one year of full-time experience.
Effective date: 09/26 KC