Job: IS Application Support Supervisor (Departmental Promotional Only)

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Job Description

Overall Job Objective

Job Title:IS Application Support Supervisor (Departmental Promotional Only)
Closing Date/Time:Thu. 09/21/17 11:59 PM Pacific Time
Salary:$51.03 - $63.79 Hourly
$4,082.40 - $5,103.20 Biweekly
$8,845.20 - $11,056.93 Monthly
$106,142.40 - $132,683.20 Annually
Job Type:Regular
Location:San Mateo County, California
San Mateo Medical Center is seeking an experienced IS Application Support Supervisor to focus on organizing and overseeing day-to-day information services activities, projects, and programs for a major section within the division and is responsible for providing professional-level support to the San Mateo Medical Center Directors and Managers in a variety of areas.

Under general direction, this position supervises, assigns, reviews, and participates in the work of staff responsible for providing applications system support, maintenance, and modification in support of the County's management information systems; ensures work quality and adherence to established policies and procedures; performs the more technical and complex tasks relative to assigned area of responsibility; and performs related work as required.
The IS Application Support Supervisor exercises independent judgment on diverse and specialized information services functions and has significant accountability and ongoing decision-making responsibilities associated with the work. This position is distinguished from other supervisors in the department by supervising staff primarily assigned to programming and applications systems support functions.

The ideal candidate will have:
  • Five (5) or more years of hospital information technology (IT) support experience.
  • Three (3) or more years of application implementation experience.
  • Leadership experience managing IT staff.
  • Knowledge of health clinical applications such as Electronic Medical Records (EMR), Ancillary, Inpatient, and Outpatient applications.

NOTE: The eligible list generated from this recruitment may be used to fill future extra-help, term, unclassified, and regular classified vacancies.
 Examples Of Duties:
Duties may include, but are not limited to, the following:
  • Plans, prioritizes, assigns, supervises, reviews, and participates in the work of staff responsible for application systems research, development, and conversion, installation, and maintenance projects.
  • Participates in the development and implementation of goals, objectives, policies, and priorities for assigned function; recommends within departmental policy, appropriate service and staffing levels.
  • Develops and maintains service level agreements (SLA) for applications system support services; establishes schedules and methods for providing applications system services; identifies resource needs; reviews needs with appropriate management staff; allocates resources accordingly.
  • Participates in the development of policies and procedures; monitors work activities to ensure compliance with established policies and procedures; makes recommendations for changes and improvements to existing standards and procedures.
  • Participates in the selection of new hires, trains, motivates, and evaluates assigned staff; works with employees to correct deficiencies; recommends discipline to the Program Manager and Deputy Director.
  • Participates in the preparation and administration of assigned program and project budgets; submits budget recommendations; monitors expenditures.
  • Participates in administering information services related contracts; works with other divisions and/or departments to negotiate or renew cost effective contracts; monitors and evaluates contractor performance to ensure compliance with County and department standards; initiates corrective action as appropriate.
  • Supervises or serves as a project team leader for the most complex software applications research, development, conversion, installation, and maintenance projects, including planning, organizing, and defining project requirements, methods, and end objectives in consultation with end users; coordinates project activities with team members, other section staff, user representatives and outside vendors.
  • Supervises and participates in interviewing, analyzing, and documenting end user work processes and systems requirements; conducts systems walkthroughs and technical reviews; develops or refines system specifications, including evaluating and testing vendor software packages for conformance with user requirements and priorities.
  • Supervises the preparation of feasibility studies, cost and benefits analyses, product evaluation, requirement specifications, designs, and other analyses and documentation.
  • Supervises and participates in designing business processes and work flow strategies for the management, access, and retrieval of data, defines data rules and relationships, and develops methods for quality control of databases.
  • Supervises and participates in the design of data analysis and processing methods, software and systems, web applications and user interfaces, and system enhancements.
  • Supervises and participates in the development and documentation of business processes and relates them to application software; recommends and implements procedural and operational modifications to optimize internal and customer workflows.
  • Supervises the development and execution of test plans to ensure application performance conforms to specifications.
  • Responds to and resolves software users' inquiries and complaints and escalates problems or issues to vendor representatives as needed.
  • Supervises formal and informal training programs on use and operation of application system software.
  • Conducts special research assignments, gathers data, and prepares reports for consideration by management or special committees.
  • Supervises the development and maintenance of user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
  • Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of information technology.
  • Performs other duties as assigned. 


Knowledge of: Principles and practices of employee supervision, including work planning, assignment, review and evaluation, coaching, mentoring, and the training of staff in work procedures; basic principles and practices of budget development, administration, and accountability; operations, services, and activities of assigned information services program; advanced principles and practices of computer systems management, analysis, design, and maintenance; various software packages including word processing, spreadsheet, SQL database, database management, and reporting tools; data processing management and general administration practices and techniques; advanced techniques and methods of system evaluation, implementation, and documentation; advanced data management theory, principles, and practices and their application to a wide variety of services and programs; principles and practices of project management; the organization, operation, and functions of the department as necessary to assume assigned responsibilities and to determine appropriate point of escalation; applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility; modern office practices, methods, and computer equipment and applications related to the work; English usage, spelling, vocabulary, grammar, and punctuation; and techniques for providing a high level of customer service by effectively dealing with vendors and County staff.

Ability to: Plan, organize, schedule, assign, review, train, and evaluate the work of staff; recommend and implement goals, objectives, and practices for providing effective and efficient services; identify and coordinate areas where business process redesign can favorably impact operations; evaluate and recommend improvements in operations, procedures, policies, or methods; analyze department procedures and data to develop logical solutions to complex systems problems; recommend, evaluate, design, test, and install infrastructure and supporting systems and equipment; supervise and conduct complex research projects on a wide variety of software issues, evaluate alternatives, make sound recommendations, and prepare effective technical staff reports; supervise, coordinate, and plan applications development, enhancement, and maintenance projects; supervise and perform analyses of informational requirements and needs; identify, evaluate, and solve systems problems; design and implement new or revised systems and procedures; provide technical advice and consultation, and ensure efficient computer system utilization; code, configure, manage, and maintain assigned system(s) and integrate to meet business needs independently without vendor support; supervise the implementation of comprehensive computer operations-related projects and training programs; prepare clear and concise program documentation, system and user procedures, reports of work performed, and other written materials; deal tactfully with the customers and staff in providing information, answering questions, and providing customer service; interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations; effectively represent the department and the County in meetings with contractors and vendors; organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines; use English effectively to communicate in person, over the telephone, and in writing; use tact, initiative, prudence, and independent judgment within general policy and legal guidelines; and establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Education and Experience: Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying.  A typical way to obtain the required qualifications would be:
Equivalent to graduation from an accredited four-year college or university with major coursework in management information systems, computer science, or a related field and five (5) years of progressively responsible experience in applications analysis, design, and development, including two (2) years of lead, supervisory, or project management responsibility. Additional related experience may substitute for education requirement on a year-for-year basis, up to four (4) years.
Licenses and Certifications:
  • Some positions may require possession of, or ability to obtain, a valid California Driver's License.
  • Some positions may require possession of, or ability to obtain, industry-recognized information technology certifications.

Physical Demands:
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push, and pull materials and objects up to 25 pounds with the use of proper equipment.
Environmental Elements:
Employees work in an office environment with moderate levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff when providing applications system support.
Departmental Promotional Only. Only current San Mateo County employees in the Health System with at least six months (1040 hours) of continuous service in a classified regular, probationary, SEIU or AFSCME represented extra-help/term position prior to the final filing date may apply. 

Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and supplemental questionnaire.

The examination process will consist of an application screening (pass/fail) based on the candidate's application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%). Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations, or further evaluation of work experience may be conducted to group applicants by level of qualification. Applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California, and applicants must participate at their own expense.

IMPORTANTApplications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply Online" button above or below. If you are not on the County's website, please go to to apply. Online applications must be received by the Human Resources Department before midnight on the final filing date.

Final Filing Date: September 21, 2017
Application Screening: Week of September 25, 2017
Panel Interviews: TBD

The County of San Mateo does not require job applicants to disclose conviction history information until after the applicant successfully completes all examination phases for the recruitment. All passing applicants will receive instructions by email only from Human Resources staff to complete and submit a conviction history questionnaire online within a specified deadline of two business days. Failure to do so within the timeframe will disqualify you from the rest of the process. Please visit this link at to find out more information about the conviction history questionnaire so that you can prepare accordingly.
Note: Positions in criminal justice agencies currently required by law to pass background checks are exempted from this bill, and applicants may be required to submit conviction information at the time of application.
County of San Mateo is an Equal Opportunity Employer

Analyst: Lillian Lilles (090717)  (IS Application Support Supervisor - V304)

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