DORA/Division of Professions and Occupations: Technician III (Division Systems and Customer Support)
This position operates within the Division of Professions and Occupations (DPO), within the Office of Division Wide Programs and Systems (DWPS). The DWPS contributes to the work function of each professional program area within the Division, and leverages the efficiencies and other benefits associated with the shared services model. The DWPS manages the statutorily mandated programs that have impacted professions on the individual program basis within the Division current programs of this type include the Health Professions Profile Program (HPPP), the Peer Review Governing Boards Program, the Workforce Data Program, the Continued Competency(CC) Program, and the Continuing Education (CE) Program. The DWPS manages systems throughout the programs in the Division to include the Division’s licensing system, SSRS Reporting System, and the Division’s website system. The DWPS and its systems management work occur within three teams. The first team responds to reported system malfunctions and other systems’ maintenance issues by handling immediate and ongoing bug resolution. The second team utilizes internal and external customer feedback to develop, prioritize, and implement new system enhancements. The third team monitors, administers, and manages the individual programs listed above and includes ensuring compliance, auditing, and communicating to stakeholders and other general program duties.
Position: SJA 904
This position is primarily responsible for customer service and systems support. This involves configuration, implementation, completing system clean up reporting, and technical support, including but not limited to assisting and answering questions from customers, applicants, staff members, and consumers; troubleshooting internal and external helpdesk requests; mitigating and resolving technical difficulties working in conjunction with the system’s teams; interfacing with Division’s staffs regarding licensing, reinstatement, reactivation, and renewal issues; conducting data imports and exports; system testing and assisting the supervisor, the Division Wide Programs, and the Services Configuration and Maintenance supervisor.
This position acts as the Division’s system support for each system, including operating as the external customer support. This position assists the Division’s staff with functionality upgrades and in the preparation of the system. This position is responsible for assisting the Services Configuration and Maintenance team’s supervisor, the Online Applications/Renewals team, and the System Testing team by researching and troubleshooting internal and external helpdesk requests; prioritizing system items at the direction of the supervisor, and delivering resolutions in a timely and efficient manner; extracting, analyzing, and utilizing data from the database for internal and external use; completing of imports of exam data and licensee data; performing renewal assistance with opening and closing; completing license batching and assisting with general technical configuration, and testing of the systems and DWPS processes.
Duties include, but are not limited to:
- Performing primary renewal process support including system testing, renewal tracking and maintenance, renewal opening and closing assistance, and customer and staff support. This may include testing renewal fees, system performance, creating renewal communication documentation, troubleshooting renewal issues, and compiling renewal data;
- Creating reports using the systems available reporting functionality;
- Reviewing existing reports to ensure that the system is working correctly, identifying errors and reporting to the supervisor or Enhancement team; and
- Utilizing and monitoring DPO organizational tools like the Master Renewal Schedule, the Division webpages, the DPO Employee Toolkit, and the Online Services System.
MINIMUM QUALIFICATIONS, SUBSTITUTIONS, CONDITIONS OF EMPLOYMENT &APPEAL RIGHTS:
MINIMUM QUALIFICATIONS (MQs):
Three (3) years of work experience in an office environment providing customer service and basic technical support while performing the following functions:
- Troubleshooting, answering, and resolving customer’s requests;
- Utilizing systems, software, and computer databases; and
- Completing basic system-related tasks and processes.
Document this experience in your application IN DETAIL, as your experience will not be inferred or assumed. Part-time experience will be prorated.
SUBSTITUTIONS:
- A bachelor’s degree from an accredited college or university in a field of study related to the work assignment may be substituted for two (2) years of the required experience.
Preferred Qualifications:
- Experience working with system interfaces and reporting;
- Experience working in a busy, fast-paced regulatory environment and/or government agency;
- Demonstrated experience working in accordance with detailed policies and procedures to ensure compliance;
- Experience process improvements and/or make recommendations on process improvements; and
- Experience with system configuration and new system implementation.
Required Competencies: The following knowledge, skills, abilities, and personal characteristics are required competencies and may be considered during the selection process (including examination and/or interview):
- Demonstrated oral and written communication skills in order to effectively explain requirements in a clear, concise, and understandable manner;
- Demonstrated attention to detail in order to evaluate documents;
- Flexibility, including the ability to shift and adapt to changing work assignments;
- Critical thinking and analytical skills, including having the ability to evaluate and analyze reports and records in order to ensure compliance and recommend solutions;
- Organizational skills, including planning, prioritization, and time management in order to meet deadlines;
- Ability to conduct research and gather pertinent information;
- Problem-solving skills, including the ability to analyze information to identify problems, develop and evaluate options, and implement solutions;
- Customer service skills, including the ability to navigate difficult conversations and use de-escalation techniques;
- Interpersonal skills, including the ability to collaborate with internal and external stakeholders;
- Ability to manage various databases and systems;
- Troubleshooting skills, including the ability to identify and resolve system user issues;
- Creativity, including the ability to present recommendations to superiors on solutions to various issues related to process improvements;
- Professional demeanor; and
- Proficiency in the use of PC software applications including Microsoft Office (Access, Word, Excel, Google Suite, etc.).
Conditions of Employment: Candidates who fail to meet the conditions of employment will be removed from consideration.
- The successful passing of a reference check and/or, if required, a background check. A reference check may include but is not limited to: contacting previous and current supervisors to verify employment and discuss performance, a review of the personnel file, a review of the performance record, etc.
- Effective September 20, 2021, employees will be required to attest to and verify that they are fully vaccinated for COVID-19, or, submit to twice-weekly serial testing. Upon hire, new employees will have three (3) business days to provide attestation to their status with proof of vaccination, or begin twice-weekly serial testing for COVID-19.
- Testing will take place in-person/at home/TBD and will be considered paid work time.
- Note: Fully Vaccinated means two (2) weeks after a second dose in a two-dose series of the COVID-19 vaccine, such as the Pfizer or Moderna vaccine, or two (2) weeks after the single-dose vaccine, such as Johnson & Johnson’s Janssen vaccine, as defined by the State of Colorado's Public Health Order and guidance issued by the Colorado Department of PublicHealth & Environment.
IF NOT APPLYING ON-LINE, SUBMIT APPLICATION TO:
Only online applications will be accepted for this position.
https://www.governmentjobs.com/careers/colorado/jobs/3310718/dora-division-of-professions-and-occupations-technician-iii-division-systems-an?
DEPARTMENT CONTACT INFORMATION:
Thanh Pham: thanh.pham@state.co.us