County of Alameda

DISTINGUISHING FEATURES 

The classification of Senior Infrastructure Services Analyst is a multi-disciplinary, advanced journey-level, classification in the Infrastructure Engineering series located in the Information Technology Department (ITD). Incumbents in this classification are responsible for the design, support, and maintenance of large, complex portions of enterprise production systems, and projects within those systems. There is further distinction from the lower-level classification in the requirement to demonstrate the highest degree of independent judgement and skill in the performance of assignments, and may be responsible for the supervision of a team of lower-level staff.

This classification is distinguished from the Infrastructure Services Engineer in that the latter is responsible for the management of a specific production system, whereas the Senior Infrastructure Services Analyst is responsible for managing portions of specific production systems, as well as less complex projects. The classification of Senior Infrastructure Services Analyst is further distinguished from the lower-level classification of Infrastructure Services Analyst by the complexity of projects assigned and systems supported, as well as the responsibility to function as a supervisor.   

Furthermore, the classification of Senior Infrastructure Services Analyst is distinguished from the countywide Information Systems Manager in that the latter provides project management for department-specific systems and supervises staff that support a specific department while the former provides project management for enterprise systems and may supervise staff that support countywide networks and systems.   

Incumbents in the Server Services discipline are typically responsible for administering, evaluating, architecting, designing, implementing, monitoring maintaining and supporting server and storage-based solutions in alignment with business initiatives, which requires a strong understanding of Cloud-based solutions, Microsoft BackOffice offerings and server technologies.

Incumbents in the Network Services discipline are typically responsible for Cisco and other networking technologies, and working with other engineers in evaluating, architecting, designing, deploying, monitoring, maintaining, and supporting countywide network infrastructure in alignment with business initiatives.

Incumbents in the Security Services discipline are typically responsible for key security areas such as risk analysis, policy creation and auditing, operations, administration, monitoring and creating Information Security programs, such as vulnerability management, incident management, breach management, security operations, monitoring, and security awareness. Incumbents in this discipline must possess knowledge of security best practices pertaining to endpoints, network, server, database, web services, identity management and access management.

Incumbents in the Client Services discipline are typically responsible for planning, configuring, installing, troubleshooting, and supporting multiple desktop and mobile solutions, and other enterprise classification systems in support of multiple departments/agencies within the county; incumbents provide consultation to multiple departments’ support staff and management on hardware and software issues, and play an essential role in the development and implementation of countywide technical projects. 

Incumbents in the Unified Communications Services discipline are typically responsible for designing and implementing countywide communication systems, which include Skype, County voice infrastructure (VoIP) on a converged network, managing systems, services and platforms which include Avaya, AVST Unified Messaging, AT&T facilities, and adjunct voice systems.

Incumbents in the Mainframe Services discipline are typically responsible for supporting ZBC12 and Z/OS platform running CICS and DB2, associated vendor utilities, along with in-house utilities. Vendor packages include IBM, CA, ASG, and BMC. Incumbents assigned to this discipline are responsible for defining project requirements, systems applications, and system design, developing project strategy, project planning, and defining infrastructure requirements.  Incumbents also work with other engineers in evaluating, architecting, designing, deploying, monitoring, maintaining, and supporting mainframe solutions in alignment with business initiatives. 

Incumbents in the Enterprise Tools Administration discipline are typically responsible for coordinating and communicating with developers throughout the delivery of projects.  Incumbents may also be responsible for installing, maintaining, and administering software.  Incumbents establish standards and mentor other staff using best business practices, and partner with technical groups to maintain 24/7 high availability for Enterprise level tools.

Incumbents in the Database Services discipline are typically responsible for configuring, installing, and maintaining databases on Cloud, Windows, UNIX, and Mainframe environments; advising on database best practices, troubleshooting, and developing solutions to optimize system performance and scalability; developing backup and disaster recovery processes to ensure availability of databases, and developing and implementing strategy for database security, maintenance, and support.

1. Leads project management activities.
2. Leads, and may architect, the high-level technical configuration and incident troubleshooting of countywide enterprise systems; resolves situation to the satisfaction of the requestor.
3. Leads, and may architect, the plans and activities around system maintenance best practices and systems optimization.
4. Develops initiatives and may lead efforts contributing to an innovative and strategically aligned team. 
5. May act in a supervisory capacity for Infrastructure Services Analysts, Infrastructure Services Technicians, and lower-level staff.
6. Confers with Engineers and representatives from County departments/agencies to analyze departmental business requirements.
7. Responsible for the daily maintenance of select production systems within network, server, and office technologies, including but not limited to implementing security patches and updates, reviewing logs, defining disaster recovery schedules, and monitoring up-time of services. 
8. May lead operations, monitoring and support services including provisioning of user accounts and working with other groups to ensure timely user access that adheres to security policies.
9. May lead planning and implementing information security systems.
10. Monitors contract provisions and hardware and software contracts.
11. Creates and maintains system procedural and technical documentation including project statuses and adding sufficient resolution notes to assigned tickets.
12. Coordinates with vendors to resolve technical issues.
13. Coordinates with vendors and contractors on technical details, projects, and project related deliverables, and works with them to troubleshoot technical issues.
14. Assists with the planning, recommendation, and implementation of changes to operating system platforms, system hardware and related technologies in support of organizational goals.
15. Researches new technical developments, attends trainings, seminars, and programs to remain current on IT industry trends.

 

Experience:

The equivalent of one (1) year of full-time experience in the classification of Infrastructure Services Analyst in the Alameda County classified service. 

Experience:

The equivalent of three (3) years of full-time increasingly responsible infrastructure experience (in one or more of the areas described in the Description section), that included design and implementation of enterprise systems requiring documentation and project management. 

Substitution:

Possession of a bachelor’s degree in computer science or related field from an accredited college or university may be substituted for one (1) year of experience. 

Special Requirement:

• Must be available to participate in an on-call rotation and to work after hours, weekends and holidays.
• Possession of, or the ability to obtain, a valid class C California driver’s license may be required for some positions.

NOTE: The Civil Service Commission may modify the above Minimum Qualifications in the announcement of an examination. 

Knowledge of:

• Microsoft Windows based architecture and associated technologies.
• Server hardware platforms and storage technologies.
• Cloud-based services and technologies.
• Mainframe architecture and associated technologies/tools.
• Messaging technologies.
• Network and systems management tools and technologies.
• Wireless technologies.
• Workstation, laptop, and mobile technologies.
• Database technologies.
• DevOps Tools Administration.
• Geographic Information System (GIS) Technologies.
• Content Management Technologies.
• Enterprise Resource Planning (ERP) Tools Administration.
• Information security frameworks and controls.
• Information Security concepts.
• Remote access and Mobile technologies.
• Web internet/intranet environment.
• Client technologies, messaging software applications/mobile technologies.
• Industry trends and emerging technologies.
• Principles and techniques of staff supervision.
• Customer Service best practices. 

Ability to:

• Communicate effectively orally and in writing.
• Analyze and problem-solve.
• Make effective decisions. 
• Manage projects; prepare, maintain, and manage project plans and documentation.
• Organize and prioritize workload.
•  Supervise the work of subordinate personnel. 
• Work effectively with staff, other managers, and user department representatives.
• Communicate technical concepts, problem solutions, and project progress in a clear manner to interested parties.
• Document current and future procedures and processes.
• Respond quickly and effectively to customer needs, proactively and reactively.
• Maintain the highest level of service to internal customers and the public.
• Lift up to 50 pounds; lift and carry computer hardware, including but not limited to; routers, switches, cables, and servers.