Software Application Support Specialist

Introduction

Placer County is comprised of over 1,400 square miles of beautiful and diverse geography, ranging from the residential and commercial areas of South Placer, through the historic foothill areas of Auburn, Foresthill, and Colfax, and to the County's jewel of the North Lake Tahoe basin. Placer is a great place to live, work, play, and learn! For more information about Placer County, please visit www.placer.ca.gov.

POSITION INFORMATION

The Department of Health and Human Services, Human Services Division is seeking to fill a vacancy for the classification of Software Application Support Specialist. The Software Application Support Specialist is responsible for supporting department-specific software applications. In the Human Services Division, the main software applications are CalHEERs, and CalSAWS. These systems are used to determine applicants’ and recipients’ eligibility, and are used to facilitate benefit issuance to eligible Placer County residents. Incumbents also provide support BenefitsCal, the online access website for applications and benefit inquiry; EBT, the system that is used for Electronic Benefit Transfer of cash and food assistance benefits, and the Medi-Cal Eligibility Data System (MEDS).

BENEFITS

Placer County offers a comprehensive benefits package to employees. The following information represents benefits currently available to permanent Placer County employees and may be subject to change. Applicants should inquire as to the most current benefit package during hiring interviews or by contacting the Human Resources Department.

Click here to view Placer Public Employees Organization (PPEO) benefits.

For more information regarding the benefits Placer County has to offer, please visit Placer County's Human Resources website.

DEFINITION

To provide technical and functional assistance and support to users of automated state public assistance systems; to analyze, investigate, resolve, and coordinate the resolution of system related case problems or issues; and to provide instructions and training on system use, access, and applications.

DISTINGUISHING CHARACTERISTICS

This is the full journey level in the Software Application Support Specialist classification series. Employees at this level possess knowledge of specialized application/systems, as opposed to more general knowledge of a variety of standard hardware and software used throughout the County. Employees receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. Employees within this class are distinguished from the Senior Software Application Support Specialist in that the latter performs the more difficult and responsible duties within the series requiring specialized knowledge and abilities, including acting in a lead capacity.

Employees within this class are distinguished from the more broad-based classifications series of Information Technology Technician and Information Technology Specialist by the performance of the full range of duties related to training and functional support for department operating staff in the use of automated state public assistance systems. The latter classes are responsible for on-site diagnosis and resolution of a broad range of complex system related hardware, software, and/or application problems that the Software Application Support Specialist is unable to resolve. In contrast, the Software Application Support Specialist has a very specific scope of responsibility and is more focused on maintaining an awareness or expertise in a specialized application or system in order to support department users in that system.

SUPERVISION RECEIVED AND EXERCISED

Receives general supervision from an assigned supervisor; and may receive technical and functional supervision from higher level staff.

EXAMPLES OF ESSENTIAL DUTIES

Duties may include, but are not limited to, the following:

• Provide program and technical support to end users who utilize automated state public assistance systems; receive and analyze trouble tickets and review cases to determine solutions or escalate issues; define, evaluate, analyze, and document problems with these systems and propose solutions related to automated state public assistance systems functions.
• Prepare and conduct training pertaining to the use of new applications or systems for users.
• Prepare, draft, revise, and organize technical documents and communications, procedural plans, reports, correspondence, and other documents; analyze and recommend modifications to procedures and documentation; establish and maintain files and records as appropriate.
• Analyze rules, regulations, or systems to identify and advise management of their impact on current systems and/or operations; provide input and recommendations on necessary revisions and assist with implementing changes.
• Investigate, resolve, and coordinate resolutions of end-user errors and system use, access, operations, and application problems; develop system workarounds as necessary.
• Design and generate a variety of routine and ad hoc customized reports based on customer requirements; analyze report data to identify unexpected or missing factors, report on trends and provide recommendations for process improvements.
• Attend and participate as a Subject Matter Expert (SME) and Regional Committee Member (RCM) on statewide consortia level committee meetings focusing on the improvement of automated state public assistance systems.
• Assist with developing business processes to be incorporated into the automated state public assistance system design; review proposed change requests; provide feedback to and recommendations to project team and program managers; advocate for support of County’s requests for changes in functionality.
• May perform application related troubleshooting including identifying causes for slowdowns, lock ups, and log-in problems and resolving at immediate level.
• Perform routine application support duties such as monitoring or adding applications/users/devices, modifying user profiles, re-setting passwords, and performing file maintenance; set up basic user access permissions consistent with County policies and procedures.
• Coordinate project activities with automated state public assistance systems vendors; maintain effective communications with users regarding vendor activities; ensure compliance with County specifications; drive resolution of identified software defects and deficiencies.
• Perform various quality assurance activities; test, troubleshoot, and debug system issues; prepare and execute testing plans to validate functionality and resolve issues.
• Serve on project teams providing technical assistance as needed.
• Build and maintain positive working relationships with co-workers, other County employees, outside vendors, government agencies, and the public using principles of good customer service.
• Perform related duties as assigned.

MINIMUM QUALIFICATIONS

It is the responsibility of applicants to identify in their application materials how they meet the minimum qualifications listed below.

Experience and Training
Any combination of experience and training that would provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Experience: Two (2) years of increasingly responsible technical or operational experience working with department, countywide, or statewide software applications and systems requiring extensive knowledge of the specialized application and related program requirements. Experience providing user support and/or training is highly desirable.

Training: Equivalent to an Associate’s degree from an accredited college or university with major course work in computer science, business, office technology or a field related to the assigned department system or application.

Required License or Certificate:
May need to possess a valid driver's license as required by the position. Proof of adequate vehicle insurance and medical clearance may also be required.

NOTE: Relevant, equivalent experience (performing the same or similar job requiring similar knowledge, skills, and abilities) may be substituted for the required education as determined by the Human Resources Department.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Training methods and techniques appropriate and effective for application users.
• Principles and practices related to use and operation of computer software applications and related operating systems, including work processes, methods of data entry/retrieval, and system navigation.
• Business processes within a major functional area related to department operations.
• Federal and state rules and regulations relevant to assigned programs.
• Computer systems, software, applications, and other department specific technical solutions.
• Principles and practices of program performance measures and systems analysis.
• Principles and techniques of data, procedure, and systems analysis, including workload measurement, workflow, and layout.
• Standard procedures used to maintain data integrity and security in networked systems.
• Modern office procedures, methods, and computer hardware and software applications.
• English usage, spelling, grammar, and punctuation.
• Principles and practices of customer service.

Ability to:

• On a continuous basis, know and understand all aspects of the job; read, identify, interpret, understand, analyze, apply, recall, and explain technical policies and procedures, numerical information, work papers, technical reports, special projects, and pertinent laws, rules, and regulations; work under time pressure and complete a high volume of tasks with frequent interruptions; analyze situations and determine proper course of action; manage multiple tasks and projects simultaneously and quickly switch between tasks; focus on a single task for long periods of time.
• On a continuous basis, sit at desk or in meetings for long periods of time; intermittently walk, stand, bend, squat or kneel when performing installation or repair of equipment; twist to reach equipment surrounding desk; perform simple and power grasping, pushing, pulling, and fine manipulation; speak, use a telephone, write, and use a keyboard to communicate; see and hear with sufficient acuity to perform essential job functions; lift light weight.
• Perform research, analyze, and explain detailed information in a meaningful way.
• Analyze problems; identify alternative solutions; project consequences of proposed actions; and implement recommendations in support of goals.
• Analyze existing systems, procedures, and business requirements for the development and recommendations of solutions and changes to current business procedures/processes.
• Learn and apply methods and techniques for developing and presenting technical documentation and training materials.
• Troubleshoot and assess problems with software and equipment; identify and locate equipment; interpret work orders; remember equipment location and systems; and explain operations and jobs to others.
• Understand designated software uses and applications in relation to assigned department’s goals and processes; learn and utilize specialized terminology if needed by the specific assignment.
• Assist in planning and evaluating new systems and equipment.
• Provide after-hours technology support as assigned; work overtime or rotating shifts during off hours.
• Work with various cultural and ethnic groups in a tactful and effective manner.
• Communicate technical issues to individuals with varying degrees of computer familiarity.
• Preserve and maintain confidentiality of information and materials routinely encountered as part of work assignments.
• Communicate clearly and concisely, both verbally and in writing.
• Establish and maintain effective working relationships with those contacted in the course of work.

SELECTION PROCEDURE

Training & Experience Rating (100%)

Based upon responses to the supplemental questionnaire, the applicant’s education, training, and experience will be evaluated using a pre-determined formula. Scores from this evaluation will determine applicant ranking and placement on the eligible list.

CONDITION OF EMPLOYMENT

Prior to the date of hire, applicants must undergo a fingerprint test by the Department of Justice, pass a medical examination (which may include a drug screening and possibly a psychological evaluation), sign a constitutional oath, and submit proof of U.S. citizenship or legal right to remain and work in the U.S. For some positions, applicants may also be required to submit proof of age, undergo a background investigation (which may include a voice stress analysis and/or a polygraph), and/or be bonded. Additionally, positions in law enforcement classifications and those supporting law enforcement functions will be required to complete a conviction history questionnaire prior to or during the interview process. Applicants for positions with access to Medi-Cal billing software or who are licensed providers must clear the Federal Exclusion List, credentialing, and social security verification. Failure to clear these requirements may result in an employment offer being withdrawn.

SUBSTITUTE LISTS

The eligible list resulting from this recruitment may be certified as a substitute list for a substantially similar classification. For this purpose, a substantially similar classification is one at a lower level in the same classification (example: entry level vs. journey level) and/or a similar classification (similar work performed, similar training and experience qualifications required). If you are contacted for an interview by a County department, you will be informed of the classification and other relevant information. If you choose not to interview for a substantially similar classification, you will remain on the eligible list for which you originally applied.

EMPLOYEES OF OTHER PUBLIC AGENCIES

Placer County offers an expedited process for qualifying certain applicants for interviews. Candidates currently employed, or employed within the last year, by a public agency operating under a personnel civil service or merit system may be eligible to be placed on a Public Agency Eligible List and certified as eligible for appointment to a similar job assignment without going through the examination process. For more information on the Public Agency Eligible List, to download forms, or to apply, please click here.

EQUAL OPPORTUNITY EMPLOYER

Placer County is an equal opportunity employer and is committed to an active nondiscrimination program. It is the stated policy of Placer County that unlawful harassment, discrimination, and retaliation are prohibited and that all employees, applicants, agents, contractors, and interns/volunteers shall receive equal consideration and treatment. All terms and conditions of employment, including but not limited to recruitment, hiring, transfer, and promotion will be based on the qualifications of the individual for the positions being filled regardless of the following characteristics: gender (including gender identity and expression), sexual orientation, race (including traits associated with race, which include, but are not limited to, hair texture and protective hairstyles such as braids, locks, and twists), color, ancestry, religion (including creed and belief), national origin, citizenship, primary language, immigration status, physical disability (Including HIV and AIDS), mental disability, medical condition (including cancer or genetic characteristics/information), age (40 or over), marital status, military and/or veteran status, sex (including parental status, pregnancy, childbirth, breastfeeding, and related medical conditions), reproductive health decision making, the person’s use of cannabis off the job and away from the workplace, political orientation, or any other classification protected by federal, state, or local law or any combination of two or more characteristics stated herein. Please contact the Human Resources Department at least 5 working days before a scheduled examination if you require accommodation in the examination process. Medical disability verification may be required prior to accommodation.

Conclusion

For questions regarding this recruitment, please contact Janine Martindale, Administrative Technician, at jmartind@placer.ca.gov or (530) 889-4083.

Closing Date/Time: 7/11/2025 5:00:00 PM

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• Placer County

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