Job Description

Overall Job Objective


Important Information  

  • This recruitment will remain open until filled with the first review of applications occurring on 11/22/21.  This recruitment may close at any time after 11/22/21 without notice.
  • The anticipated hiring range of this position is $74,200 to $79,000 commensurate with qualifications and experience.

Incumbents focus on the identification, development and recommendation of business processes and system changes and improvements.  Incumbents are required to have a broad knowledge base of the technology application and systems environment.  Incumbents will work closely with Town departments to help grow their business, systems, and process knowledge, analyze the impact of system changes, and model superior customer focus, communication and collaboration. This key position works directly under the Business Systems Analyst supervisor and serves as a liaison between the Information Technology division and Town departments to identify technology solutions to achieve efficiency and cost-effective results for business processes.  The position also identifies training needs of business systems and applications and develops content, materials, and scheduling and/or facilitating training.  
Incumbents oversee all aspects and maintenance of assigned software systems.

This class is subject to emergency call-out and must be able to work nights and weekends as required.

Special Requirement of this position due to its primary assignment of supporting the Police Department:
A thorough background investigation will be conducted which includes a polygraph examination.

Examples of Duties

TYPICAL CLASS ESSENTIAL DUTIES: (These duties are a representative sample; position assignments may vary.)

1.  Partner with assigned departments to understand and evaluate business needs; conduct needs assessments, create/evaluate standard operating procedures, develop functional and process requirements, and create process flow documentation.
2.  Identify process improvement opportunities, delivery roadmaps, new business process and associated system requirements.  Perform root cause analysis on business issues to identify weakness and problems.
3.  Manage software implementations; provide training; prepare system and program documentation; debug and implement solutions for assigned programs.
4.  Plan, prioritize, and deliver systems enhancements. Support and upgrade implemented systems; work with vendors on system performance; performs quality assurance of systems; investigate performance complaints.
5.  Maintain responsibility for department specific application and system administration as required, including creating and managing new user account information, password resets and role-based access control for assigned software.
6.  Identify and research trends and developments, and make recommendations on software and hardware needs; works with vendors, consultants and staff and assists with the procurement and evaluation process on software and hardware related purchases.
7.  Coordinate, design, schedule and perform end-user training of business systems to improve employee efficiency in daily business operations; produce training material to document business and system rules, processes, and procedures; supervise the work of outside consultants and contract staff.
8.  Serve as a member of the Town technology review team to ensure purchases of new technology software and hardware are consistent with Town requirements and meet service delivery standards across functional areas of the Town.
9.  Listen and communicate effectively with a diverse group of people including users, managers and vendors to address software and hardware concerns and recommend alternatives.
10.  Troubleshoot and resolve hardware and software challenges for assigned department.  Perform root cause analyses for issue resolution and prevention.
11.  Provide front-line service to department end-users on software and hardware related challenges.  Act as single point of contact with the Information Technology Division.  Coordinate with vendor support on all issues.
12.  Create system reports and extracts data for special system reports in order to monitor the appropriate use of the system; provide records for audits and provide data for other special purposes using system utility programs with little direct supervision.
13.  Work with the DBA to assist in developing, modifying, and optimizing SQL scripts to improve database functionality, integration and creation of repositories of business intelligence reporting.
14.  Responsible for customer interaction including phone, remote access or on site diagnosis and problem resolution.
15.  Monitor, update, and maintain existing software interfaces to insure that the interface exchanges data properly on a routine basis and during software updates.
16.  Guide and oversee acceptance and functional testing; coordinate user acceptance testing with QA and business owners. Develop test plans to verify logic of new or modified programs.
17.  Work with the IT project manager and IT staff to coordinate projects, troubleshoot issues and assist with technical support.
18.  Ability to prioritize work and adhere to timelines for assigned projects.

19.  Perform other duties of a similar nature or level.

Typical Qualifications

Training and Experience (positions in this class typically require):

Bachelor’s Degree in information technology, organizational development, business administration, public administration, or related field and five years of related experience in the support of business application and systems, including training; or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.   Experience with the CIS Infinity or utility billing system is preferred when assigned to the Utility Department.   Experience with the Accela Automation or a land management system is preferred when assigned to the Development Services Department.
Special Requirements when assigned to the Police Department:
 A thorough background investigation will also be conducted which includes a polygraph examination.

Supplemental Information

Knowledge (position requirements at entry):
Knowledge of:

  • Advanced end-user knowledge of various business applications including finance, utility, development services, parks and recreation or public safety applications.
  • Advanced knowledge of internal systems, databases and technology utilized in area of responsibility
  • Email delivery technology, web technologies, Google Apps, Microsoft Office, Microsoft Windows, etc.
  • Ability to communicate effectively with business partners and IT.
  • Support and troubleshooting skills to identify issues throughout the end-to-end process spanning multiple applications.
  • Experience writing requirements documents, training documents and solution documents.
  • Development and implementation of training strategies and methods.
  • Research and development techniques, methods, and procedures.
  • Customer service principles and practices.
  • Basic understanding of Javascript
  • Basic understanding of SQL language and report design.
  • Operating systems, system utilities and commands
  • Crystal Reports
  • CIS Utility Billing or similar system (assigned to Utility Department)
  • Accela Automation or similar system (assigned to Development Services)
  • Records Management System and Computer Aided Dispatch software (assigned to the Queen Creek Police Department)

Skills (position requirements at entry):
Skill in:

  • Interpersonal skills as applied to interaction with coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to receive work direction.
  • Analyzing data and issues and making sound recommendations to management regarding business processes.
  • Effective manual and report writing.
  • Working in an environment with little oversight. 
  • Planning, developing and executing comprehensive technology training program.
  • Time management/ability to multitask.
  • Customer service principles and practices.
  • Analytical analysis/problem solving.
  • Project management practices and principles.
  • Communication and presentation skills, both oral and written.

Application Instructions

A Town of Queen Creek electronic employment application is required for employment consideration. Obtain this by clicking on the link below or go to

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