Essential FunctionsTechnical Solution ManagementAct 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.Relationship ManagementBuild 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. 
