Network Operations Center (NOC) Knowledge Management Specialist

at Pima County Government in Tucson, Arizona, United States

Job Description

Department - Information Technology

Job Type: Classified

Job Classification: 5451 - Business Systems Analyst I

Salary Grade: 12

Pay Range

Hiring Range: $56,846 - $68,203 Annually 

Pay Range: $56,846 - $79,580 Annually

Range Explanation: 

• Hiring Range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.

• Pay Range is the entire compensation range for the position.

The Pima County Information Technology Department is seeking a motivated and highly organized individual for the role of Network Operations Center (NOC) Knowledge Management Specialist. The ideal candidate is self-driven, detail-oriented, disciplined, and perceptive.

This position requires a diverse skill set across multiple disciplines where key responsibilities include creating clear and engaging documentation to explain new or updated technologies to end users, collecting and analyzing data to support decision-making, and identifying opportunities to improve IT Service Desk processes and performance.

The role also involves writing and maintaining knowledge base articles, analyzing customer support interactions in a help desk environment, and collaborating closely with a team of analysts on IT projects.

The successful candidate will demonstrate a strong mix of technical, communication, analytical, and interpersonal skills as well as be process-oriented, proactive, and capable of identifying and addressing needs independently. We’re looking for a go-getter with an agile mindset who consistently delivers results across a broad range of technical disciplines.

When applying, please review the full job description and address each item listed under the preferred qualifications section in your application.

Essential Functions:

As defined under the Americans with Disabilities Act, this classification may include any of the following tasks, knowledge, skills, and other characteristics. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and tasks performed by incumbents of this class. Work assignments may vary depending on the department’s need and will be communicated to the applicant or incumbent by the supervisor.

• Engages with Pima County department or elected official Subject Matter Experts (SMEs) to gain understanding of how the entity operates to deliver on its mission;

• Researches and documents the technical tools (hardware and software) that enable business operations for departments and/or elected officials;

• Identifies and documents areas of operational improvement that can be gained via changes in technology;

• Communicates proposed changes in technology to technical teams and/or third-party vendors for design, development and deployment via requirements definition documents, work items in a work management tool, visual representations, and oral presentations;

• Coordinates requirements definition and business case for change with department and/or elected official SMEs;

• Provides status updates to leadership in oral and written form;

• Executes project management techniques (Agile, Waterfall, etc.) to ensure efficient and effective delivery of technical solutions;

• Effectively negotiates for viable solutions to technical, process and priority conflict resolution;

• Serves as a team member to deliver technical solutions on larger projects and/or for multiple departments.

Minimum Qualifications:

High School diploma or equivalent AND two (2) years of experience in either computer hardware or software support, business analysis or data analysis.

(Relevant education from an accredited college or university may be substituted.)

Qualifying education and experience must be clearly documented in the "Education" and "Work Experience" sections of the application. Do not substitute a resume for your application or write "see resume" on your application. 
 

Preferred Qualifications: (Be specific in describing your experience in your application. Ensure the descriptions provided illustrate your competencies, specifically addressing the required and preferred qualifications.):

• Experience in knowledge management or in a technical writer role.

• Experience gathering technical information translating it into clear, concise, and engaging content for various technical and non-technical audiences.

• Experience using editing tools such as HTML, Microsoft Word, and image editing tools.

• Experience editing documentation of others.

• Minimum two (2) years experience as an IT service or helpdesk agent, lead, or analyst.

• Experience in measuring adherence to quality metrics.

Selection Procedure:

Pima County Human Resources Department reserves the right to admit to the selection process only those candidates that meet the minimum qualifications. All applications will be assessed based on an evaluation of the listed education and experience. Candidates meeting the minimum qualifications may be further evaluated/scored against any advertised Preferred Qualifications. The hiring authority will interview and select the successful candidate from a referral list provided by Human Resources. Additional assessments/testing may be required as part of the selection process.