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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 50414864 |
Description Activated On: 9/12/2025 11:29:49 AM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. To facilitate automation and enhancement of business processes and to provide end-user support and problem resolution to users of a variety of data systems utilized by employees of the Department of Drug and Alcohol Programs (DDAP) and their stakeholders. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Serves as the liaison between end-users and IT staff to analyze and articulate their business needs and challenges while maximizing available technology. Analyzes current business processes, draft regulations or legislation, as well as, grant applications for the purpose of providing input regarding impact on existing applications and business processes. Identifies and documents the resources needed to address said impact and identify the most efficient software solution. Based on identified application problems, develops and documents functional specifications needed for system enhancements. Develop and execute test scenarios for application software upgrades to ensure code is correct prior to implementing in production. Provides end-user support, trouble shooting and problem resolution for DDAP’s software systems and SharePoint data sites. Diagnoses, duplicates using an application test environment and documents problems reported by end-users. Routinely creates and disseminates updates for end-users on bug fixes, software enhancements, and suggested ways to maximize use of applications to support business activities. Provide Tier 2 support for DDAP’s PA WITS application, the Department’s Treatment/ Prevention/GPRA (Government Performance and Results Act) data system, by answering phone calls and emails that come into the PA WITS helpdesk. Issues are logged and documented in the Service Now application. When necessary, issues may have to be escalated to the vendor (Tier 3) for resolution. Extracts TEDS (Treatment Episode Data Set) from the PA WITS application. Uploads, validates and submits this data to SAMHSA (Substance Abuse and Mental Health Services Administration) via BHSIS TEDS DSS (Data Submission System) on a quarterly basis. Confers with DDAP technical and program staff as needed for resolution of more complex issues. Provides Tier 1 support for hardware/software problems encountered by the employees of the Department. Based upon the situation, requests / incidents are entered into the Service Now application for resolution. Document work practices/procedures to serve as future references and knowledge transfer. Maintain inventory list of hardware and software licenses owned by the Department and coordinate the replenishment with the Delivery Service Center when required. Confers with DDAP technical and program staff as needed for resolution of more complex issues. Routinely creates and disseminates updates for end-users on bug fixes, software enhancements, and suggested ways to maximize use of applications to support business activities. Performs other related duties as required. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Receives general direction and instruction on overall tasks and duties. Work is assigned broadly and performed independently. Work is reviewed periodically for effectiveness of desired results and adherence to goals and objectives. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. N/A 5. N/A 6. N/A |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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