Class Description and Minimum Qualifications for H9A - Business Application Support Specialist

Class Description

Valid as of: July 1, 2020

This class series uses four levels in the Professional Services Occupational Group and describes work providing support for specific business applications. Positions in this class provide end user support and training to internal and external customers regarding software applications and business processes used by the assigned agency. Work may include reviewing and processing system access requests; identifying, resolving and/or escalating system issues; monitoring the system to maintain the integrity and security of data; auditing data for compliance with state and federal regulations; responding to requests for data from the system; creating and updating training materials and user guides; conducting training sessions; identifying potential system enhancements; and conducting user acceptance testing. Positions do not have the broad technical knowledge of multiple software programs/network systems as do IT Helpdesk positions; their expertise is limited to specific software applications and business processes.

BUSINESS APPLICATION SUPPORT SPECIALIST INTERN H9A1IX

Concept of Class

This class describes the entry level. Work is designed to train positions for a higher level in the class series. Although tasks are similar to those of the fully-operational level, assignments are structured and performed with direction and assistance from others. Positions carry out established work processes and operations by learning to apply and follow procedures, techniques, rules, and regulations. Once training has been completed, the position is to be moved to the next level. Positions should not remain in this class indefinitely.

BUSINESS APPLICATION SUPPORT SPECIALIST I H9A2XX

Concept of Class

This class describes the fully-operational business application support specialist. Positions provide assistance to end users, both internal and external, on departmental software applications and business processes. At this level, although positions carry out defined work procedures and processes, judgment is required on an ongoing basis to select the most appropriate technical guidelines and adapt them to accomplish tasks. Positions continually determine practical solutions to problems by applying specific processes, techniques, and methods.

Work includes detecting, troubleshooting, and resolving issues with the system; logging errors and system problems; providing technical assistance and guidance on policies and processes; and training users. Work may also include monitoring, interpreting, and advising users in the assessment, processing, and dissemination of information received through the system.

Factors

Allocation must be based on meeting all of the three factors as described below.

Decision Making 

The decisions regularly made are at the defined level, as described here. Within limits prescribed by the operation, choices involve selecting alternatives that affect the manner and speed with which tasks are carried out. For example, when a customer calls in with a problem, positions in this class choose the questions to ask and protocols to follow based on established references. These choices do not affect the standards or results of the operation itself because there is typically only one correct way to carry out the operation. By nature, the data needed to make decisions can be numerous but are clear and understandable so logic is needed to apply the prescribed alternative. For example, positions in this class determine the best course of action to resolve a user problem which may include fixing the problem on behalf of the user, training the user in the correct procedure to resolve the problem on their own, or escalating the problem to technical support. Positions can be taught what to do to carry out assignments and any deviation in the manner in which the work is performed does not change the end result of the operation.

Complexity 

The nature of, and need for, analysis and judgment is prescribed, as described here. Positions apply established, standard guidelines which cover work situations and alternatives. For example, guidelines exist in the form of technical operating manuals, policies, and procedures. Action taken is based on learned, specific guidelines that permit little deviation or change as the task is repeated. Any alternatives to choose from are clearly right or wrong at each step. For example, while there may be a number of alternatives, if the incorrect instructions are given to an end user to resolve a system issue, the problem will not be fixed.

Line/Staff Authority 

The direct field of influence the work of a position has on the organization is as an individual contributor. The individual contributor may explain work processes and train others. The individual contributor may serve as a resource or guide by advising others on how to use processes within a system or as a member of a collaborative problem-solving team. This level may include positions performing supervisory elements that do not fully meet the criteria for the next level in this factor.

BUSINESS APPLICATION SUPPORT SPECIALIST II H9A3XX

Concept of Class

This class describes the second-level business application support specialist. While the environment, system, and its operations and processes have not changed, the complexity of the job is different. At this level, the guidelines allow for greater flexibility in choosing from multiple options that could all be correct at any given point in order to adapt a practical approach or routine for a given situation. Positions in this class may troubleshoot problems that do not follow established patterns so the cause is not obvious and established protocols do not work. Also included in this class are work leader positions that are partially accountable for the work product of at least two full-time equivalent positions. Such positions assign and monitor work, report on unit activities, write internal instructions referenced by other staff, and train and schedule staff. This class differs from the Business Application Support Specialist I class on the Complexity factor and possibly on the Line/Staff Authority factor.

Factors

Allocation must be based on meeting all of the three factors as described below.

Decision Making 

The decisions regularly made are at the defined level, as described here. Within limits prescribed by the operation, choices involve selecting alternatives that affect the manner and speed with which tasks are carried out. For example, when a customer calls in with a problem, positions in this class choose the questions to ask and protocols to follow based on established references. These choices do not affect the standards or results of the operation itself because there is typically only one correct way to carry out the operation. By nature, the data needed to make decisions can be numerous but are clear and understandable so logic is needed to apply the prescribed alternative. For example, positions in this class determine the best course of action to resolve a user problem which may include fixing the problem on behalf of the user, training the user in the correct procedure to resolve the problem on their own, or escalating the problem to technical support. Positions can be taught what to do to carry out assignments and any deviation in the manner in which the work is performed does not change the end result of the operation.

Complexity 

The nature of, and need for, analysis and judgment is patterned, as described here. Positions study information on customer requests, training needs, resource availability, program parameters, and related protocols to determine what it means and how it fits together in order to get practical solutions in the form of improvised actions to diagnose and resolve issues. Guidelines in the form of technical operating manuals, policies, and procedures exist for most situations. Judgment is needed in locating and selecting the most appropriate of these guidelines which may change for varying circumstances as the task is repeated. At this level, positions use flexibility in adapting established procedures to fit specific situations not covered by existing guidelines. For example, positions improvise procedures to fit a specific situation that does not fit typical patterns; provide a temporary solution for a system issue if a permanent solution requires system updates; or, tailor training information and handouts for a specific audience. This selection and interpretation of guidelines involves choosing from alternatives where all are correct but one is better than another depending on the given circumstances of the situation. For example, the adaptation or combination of established guidelines and protocols depends on circumstances of the given problem or request.

Line/Staff Authority 

The direct field of influence the work of a position has on the organization is as an individual contributor or work leader. The individual contributor may explain work processes and train others. The individual contributor may serve as a resource or guide by advising others on how to use processes within a system or as a member of a collaborative problem-solving team.

OR

The work leader is partially accountable for the work product of two or more full-time equivalent positions, including timeliness, correctness, and soundness. At least one of the subordinate positions must be in the same series or at a comparable conceptual level. Typical elements of direct control over other positions by a work leader include assigning tasks, monitoring progress and work flow, checking the product, scheduling work, and establishing work standards. The work leader provides input into supervisory decisions made at higher levels, including signing leave requests and approving work hours. This level may include positions performing supervisory elements that do not fully meet the criteria for the next level in this factor.

BUSINESS APPLICATION SUPPORT SPECIALIST III H9A4XX

Concept of Class

This class describes the supervisor of a business application support unit. In addition to the duties performed in other business application support specialist classes, positions in this class are responsible for the direct supervision of at least three full-time equivalent positions, including decisions that affect the pay, status, and tenure of others. Work includes overseeing user support by monitoring and reporting on work unit activities, projecting workload, establishing unit priorities and standards, and developing procedures on how unit functions will be performed.

Factors

Allocation must be based on meeting all of the three factors as described below.

Decision Making 

The decisions regularly made are at the operational level, as described here. Within limits set by the specific process, choices involve deciding what operation is required to carry out the process. For example, a position determines the best approach to resolve end user support issues or ensure adherence to program guidelines by interpreting and applying applicable policies and procedures. This includes determining how the operation will be completed. For example, positions in this class plan the workload of unit staff, write internal work procedures for the work unit's operation and determine how to resolve escalated issues. By nature, data needed to make decisions are numerous and variable so reasoning is needed to develop the practical course of action within the established process.

Complexity 

The nature of, and need for, analysis and judgment is patterned, as described here. Positions study information on customer requests, training needs, resource availability, program parameters, and related protocols to determine what it means and how it fits together in order to get practical solutions in the form of work unit priorities, standards, and work procedures needed for timely resolution of user issues. Guidelines in the form of technical operating manuals, policies, and procedures exist for most situations. Judgment is needed in locating and selecting the most appropriate of these guidelines which may change for varying circumstances as the task is repeated. At this level, supervisors modify instructions and working procedures to adapt to changes in policy or system updates that impact the work unit's functions. This selection and interpretation of guidelines involves choosing from alternatives where all are correct but one is better than another depending on the given circumstances of the situation. For example, the supervisor may change written documentation or protocols used by staff or customers when the system, programs, or policies are changed.

Line/Staff Authority 

The direct field of influence the work of a position has on the organization is as a unit supervisor. The unit supervisor is accountable, including signature authority, for actions and decisions that directly impact the pay, status, and tenure of three or more full-time equivalent positions. At least one of the subordinate positions must be in the same series or at a comparable conceptual level. The elements of formal supervision must include providing documentation to support recommended corrective and disciplinary actions, signing performance plans and appraisals, and resolving informal grievances. Positions start the hiring process, interview applicants, and recommend hire, promotion, or transfer.

Entrance Requirements

Minimum entry requirements and general competencies for classes in this series are contained in the class minimum qualifications document.

For purposes of the Americans with Disabilities Act Amendments Act (ADAAA), the essential functions of specific positions are identified in the position description questionnaires and job analyses.

History of Changes Made to Class Description

The​ ​following​ ​is​ ​a​ ​summary​ ​of​ ​changes​ ​made​ ​to​ ​this​ ​class description.

Effective July 1, 2020

Created. System Maintenance Study.

Summary of Factor Ratings

Minimum Qualifications

Valid as of: February 23, 2024

This​ ​document​ ​includes​ ​the​ ​following​ ​levels:
 

BUSINESS APPLICATION SUPPORT INTERN (H9A1IX)

Experience Only:

None.

OR

Education and Experience:

None.

BUSINESS APPLICATION SUPPORT SPECIALIST I (H9A2XX)

Experience Only:

• One (1) year of relevant experience in an occupation related to the work assigned to this position

OR

Education and Experience:

• A combination of related education and/or relevant experience in an occupation related to the work assigned equal to one (1) year.

BUSINESS APPLICATION SUPPORT SPECIALIST II (H9A3XX)

Experience Only:

• Two (2) years of relevant experience in an occupation related to the work assigned to this position

OR

Education and Experience:

• A combination of related education and/or relevant experience in an occupation related to the work assigned equal to two (2) years.

BUSINESS APPLICATION SUPPORT SPECIALIST III (H9A4XX)

Experience Only:

• Three (3) years of relevant experience in an occupation related to the work assigned to this position

OR

Education and Experience:

• A combination of related education and/or relevant experience in an occupation related to the work assigned equal to three (3) years.

History of Changes Made to Minimum Qualification

The​ ​following​ ​is​ ​a​ ​summary​ ​of​ ​changes​ ​made​ ​to​ ​this​ ​minimum​ ​qualification.

Feb. 23, 2024 (Whole Document)

• New format (updating to adhere to accessibility standards)
• Updated minimum qualifications to align with the Skills-based Hiring initiative

July 1, 2020 (Whole Document)

• New Class Description created from the 2019 system maintenance study
• New Format