Job Description

Overall Job Objective

Job Title:IS Application Support Analyst III - Treasurer - Tax Collector's Office (Open and Promotional)
Salary:$49.37 - $61.69 Hourly
$3,949.60 - $4,935.20 Biweekly
$8,557.47 - $10,692.93 Monthly
$102,689.60 - $128,315.20 Annually
Job Type:Full-Time
Location:San Mateo County, California
Note: This recruitment schedule was amended on May 15 to extend the Final Filing Date.  This recruitment has been changed to "Continuous."  Application screenings and panel interviews will be conducted on an ongoing basis, with the first round of screenings occurring on May 22 on applications received through May 21. First round of panel interviews will follow as advertised.  Subsequent screenings and interviews will occur as needed.   If you are interested in this important career opportunity, please apply immediately.

This is a continuous recruitment which may close at any time. The final filing date will be posted five days in advance on this job announcement.
Apply immediately. This recruitment is open on a continuous basis and selections may be made at any time within the process.

The County of San Mateo Tax Collector is seeking a well-qualified individual for the position of IS Application Support Analyst III to assist with the implementation of and provide ongoing support for TaxSys, the department's new Property Tax system, and integrated suite of collection software (collectively the "System". This position will perform applications system support, maintenance, and assist with modification of departmental software application(s); identifies end user system requirements and evaluates software packages; assists with designs, tests, and documents software applications; trains and assists end users in implementing new applications or modifications; learn and apply departmental business processes to become a "super user" of the new  system; and performs related work as required. This position reports to the Assistant Tax Collector. As the technical lead for the implementation of the new system, the individual in this position will take direction from the project manager, Assistant Tax Collector, and other project participants and coordinate activities to support the project plan. 

This is an Information Technology hands-on position and the individual will become familiar with all aspects of the system and related modules, as well as other IT personnel and functionality within the office of the Treasurer - Tax Collector and the County IT organization, in order to best serve the project and department's IT needs. The individual will work with property tax partners to integrate the tax data from existing systems into the new system, allowing the department to share data with local, state, and federal partners. The individual in this position will act as the primary vendor relationship manager once the system is fully implemented, and will be responsible for initial issue troubleshooting, decisions regarding elevation to the vendor, other business communications with the vendor, and coordinating activities related to enhancements, promotions, and other system issues to ensure an effective partnership that meets the needs of both the Tax Collector and our business and process partners.  The individual in this position will be expected to possess a degree of IT knowledge and skill to allow them to work autonomously with minimal supervision.

This role requires building strong working relationships with all levels of personnel within the department of the Treasurer-Tax Collector and our process partners, including County executives, management and line staff and our vendor implementation and support team, in order to coordinate the efforts of resources.  Additionally, the ideal candidate will be a self-starter, with a strong desire to achieve, work collaboratively with the ability to multi-task and work well under the pressure of deadlines.  

There is currently one full-time, regular vacancy in the Tax Collector's office in Redwood City; may travel/drive within the County, and inter- and intra-state to attend meetings, conduct training, perform information gathering, etc.  

Primary responsibilities include:
  • Performing complex and varied applications system support, maintenance, and coordinate modifications.
  • Serving as a technical leader and subject matter expert/Super User of the System.
  • Identifying end user system requirements and issues, evaluates possible solutions, and makes recommendations on the most appropriate action.
  • Exercising technical and functional direction over and provide training to lower-level staff on a day-to-day or project basis.
  • Participating in integrated project teams, ensuring project management rigor and a collaborative work environment.
  • Coordinating with vendor(s) to develop an implementation plan for process improvement, installation, data validation, system build, testing, training, and other aspects of system implementation.
  • Organizing tasks, timelines and resources necessary to implement projects, ensuring that projects adhere to schedule and budget, and also maintain high quality and performance outcomes.
  • Maintaining a risk/issue resolution log in order to escalate issues appropriately.
  • Participating on system implementation teams. Depending on the size of the project and its complexity, this may entail hardware and/or software installations, network setup, information security compliance, system configuration and user preference design, testing and training.
  • Evaluating and recommending upgrades and/or enhancements, and scheduling them accordingly following change management practices.  
  • Working with end-users to develop reports and other data business needs.
  • Create and develop reports using TaxSys reporting functionality.
  • Serve as the system Security Officer administering and securing the System.
  • Provide technical oversight in the re-design and implementation of an updated Tax Collector website, ensuring effective integration with vendor to assure parcel lookup and payment functionality remains intact; act as webmaster and provide ongoing website maintenance.

The ideal candidate will possess: 
  • Experience in cross-functional project teams.
  • Ability to work with a high degree of independent judgment, tact, and initiative.
  • Ability to serve as technical lead for assigned projects and to train assigned staff.
  • Ability to solve problems or establish process redesign improvements requiring analysis of unique issues or problems without precedent and/or structure.
  • Ability to adjust and set priorities in order to meet deadlines.
  • Proficiency in the use of project management tools.
  • Demonstrated ability to establish strong working relationships.
  • Excellent written and verbal communication skills.

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:
  • Individually, as a project team member, or as a technical lead, works on and is responsible for 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.
  • Manage the department's Tax Billing and Collection System operations involving testing, establishing policies, training, administering, and securing, and developing and managing reports.
  • Assist and support all Tax Collector implementations, installations, interfaces, data conversion, and maintenance of systems and procedures
  • Successfully implement new IT solutions and services to support the Tax Collector's office in line with the agreed-upon expectations and outcomes. Ensure that the implementation of new solutions and services has the necessary support: from planning, to execution, to post-implementation support, and staff training. Interviews, analyzes, and documents end user work processes and systems requirements; conducts systems walk-throughs and technical reviews; develops or refines system specifications, including evaluating and testing vendor software packages for conformance with user requirements and priorities.
  • Facilitates and conducts business process redesign or technical design sessions and/or focus groups for design and implementation of new processes or systems.
  • Prepares feasibility studies, cost and benefits analysis, product evaluation, requirement specifications, designs, and other analysis and documentation.
  • Designs 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.
  • Reviews, analyzes, streamlines, and documents business processes and relates them to application software; recommends and implements procedural and operational modifications to optimize internal and customer workflows.
  • Develops and implements automated processes, scripts, triggers, specialized views, and reports in response to user needs.
  • Designs methods to import/export data for analysis and performs comparative analysis of data from dissimilar applications; designs and codes new and modified programs for data processing.
  • Designs and implements enhancements while ensuring adherence to standards and procedures for system development, database access, web-based development, change control, and reporting.
  • Develops software and systems to optimize performance of relational database systems, application access, and to enhance and support web applications accessing relational databases. 
  • Designs, develops, tests, refines, and implements software that supplements or integrates with system applications; customizes and maintains system objects as required.
  • Designs and develops web software applications, including designing user interfaces for a variety of applications; creates user prototypes and conducts usability tests to increase effectiveness; designs website and application architectures; creates visual and functional designs of complex user interfaces for large projects that have a significant impact on individual or multiple departments; manages content and functionality of websites.
  • Develops and executes 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.
  • Prepares demonstrations and training materials; conducts formal and informal training programs on the use and operation of the application system software.
  • Develops and recommends comprehensive standards, policies, procedures, and technical documentation.
  • Consults with supervisors regarding information technology related issues, needs, and services; conducts special research assignments, gathers data, and prepares reports for consideration by management or special committees.
  • Provides direction during major systems incidents to ensure an expedient response and resolution; maintains communication with all stakeholders on system status; identifies underlying problems causing incidents and designs, proposes, and implements resolutions.
  • Functions as a liaison between project managers, systems specialists, data specialists, communications specialists, and customer Support Analysts to ensure standards and protocols are maintained; assists in coordinating activities with other information services staff.
  • Provides recommendations to managers and supervisors on the development of long- and short-term system plans.
  • Participates in the review and recommendation of contracts with outside vendors and consultants; administers, monitors, and evaluates contract scope of work; reviews design documents to ensure technical integrity.
  • Stays abreast of new trends and innovations in technology related to County operations; researches, recommends, and evaluates vendor solutions and technologies; implements improvements; works with staff to maintain, revise, or improve operations and systems.
  • Writes and maintains user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
  • Provides updates, status, and completion information to staff and/or users via voicemail, email, or in-person communication.
  • Performs other duties as assigned.


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 four (4) years of progressively responsible experience in applications analysis, design, and development.  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.

Knowledge of:  Advanced principles and practices of computer systems management, analysis, design, and maintenance; various software packages including word processing, spreadsheet, SQL database and 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; principles and procedures of record keeping; 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.

Skill/Ability to:  Conduct complex research projects on a wide variety of software issues, evaluate alternatives, make sound recommendations, and prepare effective technical staff reports; coordinate and plan applications development, enhancement, and maintenance projects; perform analysis 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; collect, analyze, and interpret procedures and data; develop sound conclusions, recommendations, and solutions; independently facilitate cross-functional groups to establish process redesign or new system and/or design functions; research, develop, and recommend cost-effective technical system improvements; implement 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; analyze and troubleshoot any software issues and use logic to solve the problem; 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; operate modern office equipment including computer equipment and specialized software applications programs; establish and maintain a variety of filing, record keeping, and tracking systems; 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, procedural, and legal guidelines; and establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

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.
Anyone may apply. Current San Mateo County and San Mateo County Superior Court employees 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 will receive five points added to their final passing score on this examination. 

Thorough and detailed responses to the supplemental questions must be submitted in addition to the standard San Mateo County employment application. 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.

As noted previously, this recruitment is now continuous.  Application screenings and panel interviews will occur on a regular basis as applications are received.  The first round of screening will occur on May 22, with interviews to follow on June 6 and/or June 7. 

This position could be filled at any time.  Please apply immediately if you are interested in this important career opportunity.

IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply Online" above or below. If you are not on the County's website, please go to to apply.

At the County of San Mateo, we take pride in the way our employees bring together their diverse backgrounds, experiences, and perspectives to serve our community's needs. The County is an Equal Opportunity Employer.
Analyst: Lucy Fung (042518) (IS Application Support Analyst III - V262)

Application Instructions

To learn more about the position and/or to apply, please click the link below. If link is not available, please read the information above for detailed instructions on how to apply.

Apply Online