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The Executive Office of Public Safety and Security (EOPSS) is responsible for the policy development and budgetary oversight of its secretariat agencies, independent divisions and programs, and several boards which aid in crime prevention, homeland security preparedness, and ensuring the safety of residents and visitors in the Commonwealth. In addition, EOPSS maintains Massachusetts’ link with national public safety bodies, such as the FBI and the International Justice and Public Safety Network. EOPSS provides oversight and development for the Commonwealth’s agencies, boards, and commissions. EOPSS is seeking to hire an Application Support / Developer III to join the EOPSS Information Technology Office and provide technical support for software applications used within the EOPSS agencies portfolio. The preferred candidate will utilize professional judgment and innovative problem-solving to manage enterprise and/or agency specific applications; this position works closely with EOPSS IT and agency staff, including developers, engineers, security specialists, and business stakeholders. This position requires the ability to coordinate resources, facilitate communication between technical and non-technical teams, and an understanding/appreciation of/for Public Safety. The incumbent may also serve as a team lead over lower-grade staff, oversee vendor engagements, and risk mitigation efforts. The role involves planning, implementing and supporting IT solutions essential to the agency operations, ensuring quality assurance, and working closely with agency, clients and vendors. The primary work location for this role will be Milford, Massachusetts. This position will follow a hybrid model of reporting that combines in-office workdays and work from home days. This position is expected to perform occasional after-hours support as authorized and required. Duties and Responsibilities: Provide technical support and administration for business applications by troubleshooting and resolving application-related issues promptly and efficiently. Troubleshoot and diagnose software functionality, performance, and integration issues. Monitor and respond to helpdesk tickets, documenting issues, resolutions, and service requests for future reference and reporting. Manage user accounts, roles and permissions, ensuring proper access control for applications. Perform configuration changes, system setting updates, and integrations based on business needs. Monitor logs, system alerts, and error reports to proactively address potential issues. Collaborate with IT infrastructure teams to ensure application servers and related systems are properly maintained. Monitor the performance and availability of applications and systems to ensure uptime and stability. Communicate status updates on application issues, risks, and resolutions to stakeholders and EOPSS IT. Oversee software deployments, version upgrades, and environment migrations. Ensure applications adhere to security policies and compliance requirements. Work with infrastructure and network teams to optimize application performance. Coordinate operating system patches and updates, ensuring proper scheduling with relevant teams for downtime or system changes. Provide training and user support to ensure staff can use applications effectively. Develop and maintain comprehensive documentation, including user guides, troubleshooting steps, installation/configuration guides, incident response and escalation procedures, and security and compliance documentation. Ensure deployed solutions comply with Enterprise Technology and Security Standards. Maintain knowledge base articles to help users and Tier I helpdesk staff troubleshoot common issues. Identify recurring issues and implement preventive measures to reduce future occurrences. Participate in system improvements, optimizations, and process automation to enhance application performance and user experience. Gather feedback from users and stakeholders to recommend application enhancements or new features. May participate in testing new application features and updates to ensure quality before deployment. May lead minor application-related activities for small-scale projects. May be on-call depending on departmental needs. Preferred Knowledge, Skills and Abilities: Experience managing enterprise and business applications, troubleshooting issues, and ensuring system stability. Familiarity with Change Management. Familiarity with helpdesk ticketing systems like ServiceNow or Jira. Proficiency in Microsoft Office 365’s Suite of applications Familiarity with databases (SQL, Oracle, etc.) and basic database query skills. Knowledge of system monitoring tools, application performance management, and issue tracking systems (e.g., ServiceNow, Jira). Familiarity with scripting or programming languages (e.g., Java, Python, PowerShell) is a plus. Strong ability to diagnose and resolve application performance, functionality, and integration issues. Knowledge of application lifecycles, from design and development to testing, implementation and production support Experience managing user roles, permissions, and authentication mechanisms. Knowledge of Windows, Linux, and Cloud based application hosting environments. Understanding firewalls, load balancers, and connectivity issues affecting applications. Experience coordinating application updates, patches and upgrades. Awareness of cybersecurity best practices, enterprise security policy and compliance standards (e.g, CJIS, NIST). Ability to analyze application issues, and determine root causes, and implement effective solutions. Ability to create and maintain user guides, troubleshooting documents, and system configurations. Ability to prioritize and manage multiple support requests, escalations and project tasks efficiently. Strong written and verbal communication skills to effectively interact with technical and non-technical users. Ability to explain technical issues in simple terms for non-technical users. Ability to assess priorities and operate in a flexible manner in order to meet the dynamic needs of the team. Ability to prioritize, execute and manage work. Willingness to be on-call when required for critical applications incidents. Experience with ADA development standards and testing tools. *First consideration will be given to those applicants that apply within the first 14 days.* Minimum Entrance Requirements: Applicants must have (A) at least three (3) years of full-time or equivalent part-time professional or practical experience in the field of information technology application development and support, or (B) any equivalent combination of the required experience and the substitutions below. Substitutions: I. An Associate’s degree in a related field may substitute for one (1) year of the required experience. II. A Bachelor’s degree or higher in a related field may substitute for two (2) years of the required experience. III. A Master’s degree or higher in a related field may substitute for the required experience. _*Comprehensive Benefits*_ When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future. Want the specifics? Explore our Employee Benefits and Rewards! *An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.* The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role. **Job:** **Information Systems and Technology* **Organization:** ** **Title:** *App Support / Developer III* **Location:** *Massachusetts-Milford-50 Maple Street* **Requisition ID:** *25000409*