RMS Administrator

SUMMARY OF POSITION:

Primarily responsible for the maintenance, management, and administration of the ADCOM911 Records Management (RMS) System. Coordinate with the designated PSAP points of contact to ensure 24/7/365 functionality and reliability. Effectively and efficiently communicate with our member agency representatives to resolve technical issues as they arise. Ensure accountability and timely resolution of issues within the CAD, Mobile, and RMS systems, as they occur, per ADCOM911’s IT Response Policy. This position will also be responsible, in conjunction with the IT team, for maintaining, troubleshooting, and resolving issues that may arise with all systems that we support, i.e., data center hardware/software, domain, exchange, MS products, workstations, etc. Requires scheduled ‘On Call’ time and the ability to provide twenty-four (24) hour, seven (7) day a week remote availability for the emergency diagnosis of critical RMS related problems.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(The following statements are illustrative of the duties and responsibilities of the position and do not list every duty that may be required of the employee for this position. ADCOM911 retains the right to change the duties and responsibilities of the position at any time without notice)

RMS Administrators have advanced understanding of current information technologies, especially with RMS systems, databases, and applications, as well as the technical skill to work with current technological tools and perform advanced problem solving independently. This position must facilitate teamwork and agency morale when managing projects while developing effective working relationships with peers, management, and user agency personnel.

• Act as a subject matter expert on RMS, Mobile, and CAD systems, and maintain the daily operations of those systems.
• Ensure that deployment of new modules, systems, and RMS upgrades are carried out appropriately.
• Effectively interact and communicate with PSAP and user agency personnel.
• Schedule, facilitate, perform, and test RMS data updates from the production, test, and training environments.
• Troubleshoot RMS system problems, document anomalies, and review error logs.
• Provide routine and system level maintenance to all systems maintained by ADCOM911.
• Work proactively to identify potential issues; recommend and implement preventive solutions.
• Accept and track open cases/help desk tickets; work with appropriate personnel to ensure timely resolution of issues.
• Review software release notes. Clarify, explain, define release notes, updates, and changes for new and updated functionality, features, and hot fixes. Work with RMS Task Force to determine if the above is appropriate for our environment.
• Test new RMS versions of updated/changed functionality, features, and hot fixes.
• Attend meetings and training classes related to ADCOM911 systems.
• Act as a liaison between ADCOM911, member agencies, and stakeholders as it relates to system functionality.
• Establish and maintain cooperative working relationships both within and outside ADCOM911; exercise good judgment in representing ADCOM911.
• Attend RMS, and other system user group meetings and relevant training.
• Identify and analyze system and user needs, and equipment requirements.
• Write documentation, including policies, procedures, SOPs, and how-to guides.
• Respond to critical system outages outside of normal business hours on a 24/7 basis.
• Perform other duties as required or assigned.

POSSESSION OF OR ABILITY TO OBTAIN THE FOLLOWING LICENSES AND CERTIFICATIONS:

• Possession of, or ability to obtain and maintain a valid State of Colorado Drivers’ License.
• Professional IT System certifications, MS, VMWare, SQL.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Self-Management: Sets well-defined and realistic personal goals, monitors progress and is motivated to achieve personal goals. Manages own time, and completes assignments and tasks as expected in a timely manner. Deals with stress effectively.
• Flexibility: Adapts quickly to change and is willing to adjust schedule for unexpected assignments or to complete responsibilities.
• Remains calm and controlled under stressful situations.
• Performs multiple duties under stressful conditions.
• Conscientiousness: Displays a high level of effort and commitment toward performing work and demonstrates responsible behavior.
• Interpersonal skills: Shows understanding, friendliness, courtesy, tact, empathy, cooperation, concern, and politeness to others and relates well to different people from varied backgrounds and in different situations. Ability to present a positive attitude and professional demeanor and an ability to counsel and motivate others.
• Working knowledge and ability to troubleshoot operational equipment and software; functionally operate various computer programs.
• Train and assist in training personnel.
• Use computer, radio, telephone, and other office equipment.
• Multi-task to execute complex oral and written instructions.
• Work appropriately with confidential material and information.
• Understand and follow written and verbal instructions.
• Be reliable, dependable and report for work on time.
• Possess skills to work with current technological tools and perform advanced problem solving independently.
• Coordinate staff, resources, and member agencies for the RMS system; Analyze RMS problems and maintain accuracy of all RMS database information and system performance.
• Communicate with PSAP Personnel, member agencies, end-users, supervisors, and vendors in a professional and courteous manner, both orally and in writing.
• Conceptualize call workflow to understand the impact of the CAD, Mobile, and RMS systems on dispatchers, emergency responders, and the community.
• Prepare clear and concise technical documentation.
• Perform other duties as assigned.

EDUCATION AND EXPERIENCE:

• Bachelor’s degree in computer science or related field preferred, or an equivalent combination to: Five or more years of increasingly responsible information technology experience, preferably with RMS systems.

• Computer software, hardware, and network troubleshooting.
• Virtualized environments (VMWare), MS Server Operating systems, MS Exchange and Active Directory.
• Principles and practices of system analysis, design, and development.
• Methods and techniques of troubleshooting and maintaining SQL servers and related databases, SQL Scripting, and custom report writing.
• Principles and practices of information systems project development, administration, and management.
• Preparing technical documents and training materials.
• Methods and techniques for evaluating business needs and developing information system solutions.
• Federal, State, and local laws, codes, and regulations as they relate to public safety.
• Emergency services dispatch terminology, procedures, operations, and workflows.

• Computerized 9-1-1 telephone systems.
• Voice logging recording systems.
• CCIC/NCIC (Colorado Crime Information Center/National Crime Information Center).
• Basic knowledge of GIS (Geographic Information Systems).
• CAD, Mobile, and RMS system administration and interface applications within CAD.

CONDITIONS OF EMPLOYMENT:

• Must pass a pre-employment criminal record background check.
• Successful candidate must submit to post-offer, pre-employment physical examination, and medical history check, if required.

WORKING CONDITIONS AND PHYSICAL Requirements

• Physical Demands: Regular standing and sitting; requiring the ability to lift a maximum of 40 pounds; occasional lifting, carrying, walking, and standing; hand/eye coordination for operation of computer keyboard; vision for review and analysis of data and reports; frequent speech communication, hearing, and listening to maintain communication with employees and agencies. This job requires normal hearing and color vision.
• Office environment with frequent interruptions; will interact with employees and member agencies daily; some computer system user contact; exposure to computer screens; potential exposure to inclement weather; travels from site to site. Provide twenty-four (24) hour, seven (7) day a week remote availability for the emergency diagnosis of critical RMS related problems.

• Equipment Used: Personal computer, PSAP console equipment, telephone, printers, and other job-related equipment and tools.