City of Philadelphia · 19 hours ago
Application Support Specialist
Philadelphia, PA
Full-time
Onsite
Mid Level
$60K/yr - $70K/yr
3+ years expThe City of Philadelphia's Office of Innovation & Technology (OIT) is seeking an Application Support Specialist to join their technical support team. This role involves managing technology implementations within the Department of Revenue, supporting vendor ecosystems, and enhancing system functionality through effective documentation and relationship management.
Law EnforcementNewsPublishing
Responsibilities
Act as a technical expert for specific technology solution(s) and understand system configuration, workflows, and integrations
Develop, maintain, and organize accurate documentation including system standards, configuration notes, known issues, workarounds, release notes, and user-facing guides
Work within a structured service ticket queue environment, ensuring timely updates, clear communication, and adherence to internal service expectations
Monitor recurring issues or patterns in the queue and proactively escalate or address root causes
Work closely with development and support teams (City or vendor) on issue resolution, enhancements, and prioritization of system improvements
Perform initial testing of enhancements, patches, and upgrades; coordinate with business subject matter experts for further validation
Research and promote the use of existing and emerging technologies to support or enhance Revenue’s operations
Build and maintain strong, consultative relationships with Revenue business units, central OIT areas, and vendors related to supported systems
Serve as a primary point of contact for assigned systems regarding coordination, communication, and planning
Develop an in-depth understanding of the business processes and requirements associated with supported systems
Participate in routine status and planning meetings with stakeholders, advocating for system needs, enhancements, and support priorities
Monitor and evaluate vendor performance, escalate concerns, and ensure adherence to agreed-upon service expectations
Provide clear, timely reporting to Revenue IT leadership regarding issues, system performance, ticket trends, vendor activity, and user satisfaction
Qualification
Required
A bachelor's degree or equivalent experience is acceptable
At least three years of experience in application support or a closely related technical support role
Proven analytical and problem-solving abilities, with the capacity to anticipate issues and take proactive steps to prevent them
Strong documentation discipline: able to produce clear, structured, and accurate technical and user-facing materials
Experience working in a service ticket queue environment, with the ability to manage competing demands, communicate effectively, and maintain service visibility
Ability to work with end users to understand business processes, define requirements, and translate those needs into actionable tickets or technical specifications
Excellent communication skills, especially the ability to convey technical concepts to non-technical stakeholders
Ability to build effective working relationships and operate collaboratively across a vendor-heavy technology ecosystem
Commitment to delivering modern, user-centered technology support in alignment with Revenue IT's culture of accountability, collaboration, and continuous improvement
Preferred
Experience working with vendors, managing service tickets, or documenting technical processes
Benefits
Public Service Loan Forgiveness Program qualified employer
25% tuition discount program for City employees (and sometimes spouses and dependents as well) in partnership with area colleges and universities
Comprehensive health coverage for employees and their eligible dependents
Wellness program offers eligibility into the discounted medical plan
Paid vacation, sick leave, and holidays
Generous retirement savings options are available
Company
City of Philadelphia
Philadelphia is the largest city in the Commonwealth of Pennsylvania, the fifth-most-populous city in the United States.
10001+ employees
H1B Sponsorship
City of Philadelphia has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (30)
2024 (13)
2023 (5)
2022 (15)
2021 (13)
2020 (8)
Funding
Current Stage
Late StageLeadership Team
A
Alan Burstein
Chief Surveyor
A
Alba Collazo-Irwin
Chief Deputy
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