Essential Functions
Technical Solution Management
- Act as a technical expert for specific technology solution(s) and understand system configuration, workflows, and integrations.
- Develop, maintain, and organize accurate documentation including system standards, configuration notes, known issues, workarounds, release notes, and user-facing guides.
- Work within a structured service ticket queue environment, ensuring timely updates, clear communication, and adherence to internal service expectations.
- Monitor recurring issues or patterns in the queue and proactively escalate or address root causes.
- Work closely with development and support teams (City or vendor) on issue resolution, enhancements, and prioritization of system improvements.
- Perform initial testing of enhancements, patches, and upgrades; coordinate with business subject matter experts for further validation.
- Research and promote the use of existing and emerging technologies to support or enhance Revenue’s operations.
Relationship Management
- Build and maintain strong, consultative relationships with Revenue business units, central OIT areas, and vendors related to supported systems.
- Serve as a primary point of contact for assigned systems regarding coordination, communication, and planning.
- Develop an in-depth understanding of the business processes and requirements associated with supported systems.
- Participate in routine status and planning meetings with stakeholders, advocating for system needs, enhancements, and support priorities.
- Monitor and evaluate vendor performance, escalate concerns, and ensure adherence to agreed-upon service expectations.
- Provide clear, timely reporting to Revenue IT leadership regarding issues, system performance, ticket trends, vendor activity, and user satisfaction.