Peggy Mosley

Application Support Analyst

PERFORMANCE RESPONSIBILITIES:
Service Delivery
(1) Provide first line support for users requiring assistance with information technology issues.
(2) Provide users with product and service information (e.g. user support documentation, release notes, etc).
(3) Log and track issues to resolution updating the internal knowledgebase and/or communicating learnings with relevant business units.
(4) Knowledge of the ITIL methodology, change management processes and incident management processes.
(5) Assist member districts in obtaining services and reports.
(6) Act as a liaison between customers and technical escalation teams.
Inter/Intra-Agency Communication and Delivery
(7) Work with member districts in meeting their MIS/DOE/local goals and objectives that require application software support.
(8) Participate in user group meetings to help set priorities and establish work plans.
(9) Work with DOE and district MIS staff to ensure continued support for all reporting requirements.
(10) Work with appropriate User Groups to promote the sharing of resources and solutions for school districts throughout the state.
(11) Keep manager informed of potential problems or unusual events.
(12) Work with users to provide information, service, or trouble-shooting assistance in a clear and concise manner.

 


 

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