Associate Technical Support Analyst Jobs in Albany, OR

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The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by ourEquity North Starand our vision for a positiveRiSE organizational culturethat advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community.

Opportunity awaits! Are you an adaptable, motivated, and detail-oriented professional who is committed to making a meaningful difference? Do you have experience developing and maintaining technical and comprehensive process documentation, business process maps, manuals, user guides, and standard operating procedures?

We are seeking a professional with experience contributing to steering committees, communicating effectively with diverse audiences, and tailoring communication to meet varying needs and levels of understanding. The ideal candidate will also have experience overseeing or coordinating information systems development and managing small- to mid-sized projects.

Success in this role requires strong organizational and prioritization skills, the ability to manage multiple competing priorities, and a commitment to completing work accurately, efficiently, and within established timelines.

If you are ready to apply your knowledge, skills, and experience to support meaningful work and make a difference, then we want to hear from you!

Note: A cover letter is required, (please limit it to only two pages.) Failure to submit the required cover letter will result in disqualification of your application.

To review the full list of duties and responsibilities, please click here to view the Position Description (PD).

Summary of Duties

The Office of Developmental Disabilities Services (ODDS) provides opportunities to link services for Oregonians who are elderly or who have physical, intellectual, or developmental disabilities. ODDS oversees an array of services including but not limited to residential, in home, employment, family support, crisis, and case management delivered through a state field structure or agreements with county governments or subcontracted agencies.

The ODDS Provider Administration Unit works together with the community to show understanding and guidance through the Developmental Disabilities payment process. We also support the information technology used by ODDS Programs and staff through the Technical Assistance Unit. The systems are designed to ensure the Program's mission/goals/programs and business practices are supported by information technology and for ensuring providers are paid accurately and timely.

As a Technical Assistance Specialist 2, you will:

• Provide Tier 3 technical support to end users of the agency application, the new Provider Enrollment Management System (PEMS), and the new Case Management system. This includes people receiving services and their families, providers, agencies, Case Management Entity staff as well as State staff.

• Provide insight and feedback on application enhancements as well as provide end user testing during application development for all new systems.

• Use your in-depth technical knowledge to ensure user roles are created for the new system and develop an implementation plan for users to ensure adequate licenses are procured and users have the correct license type.

• Develop policies and procedures related to creating log ins, passwords and technical assistance.

• Communicate to all Case Management Entities, community partners, central office staff, and providers any changes or additions to applicable policies and procedures.

Minimum Qualifications

Five years of professional-level evaluative, analytical, and planning work experience.

Education in Business or Public Administration, Behavioral or Social Sciences, Finance, Political Science, or health, human, or social services, or similar degree will substitute for experience based on the following:

• Associate's degree in any of the listed areas substitutes for 18 months of experience.

• Bachelor's degree in any of the listed areas substitutes for three (3) years of experience.

• Master's degree in any of the listed areas substitutes for four (4) years of experience.

• Doctorate degree in any of the listed areas substitutes for five (5) years of experience.

Essential Attributes

We are looking for candidates with:

• Attention to detail for following directions, creating grammatically correct documents, maintaining consistency throughout processes and procedures, tracking systems and services, etc.

• Experience creating/writing technical, clear, and comprehensive process documentation, business mapping, manuals, user guides, and standard operating procedures (SOPs).

• Experience working on steering committees including contributing to steering committee meetings, presenting ideas, updates, and reports.

• Experience overseeing/managing information systems development and small to mid-sized projects including working with contractors, monitoring progress, and reviewing and managing deliverables.

• Experience communicating clearly and cross culturally in writing, directly, or virtually at a level that each group can understand such as information technology developers, system end users, vendors, leadership, etc.

• Experience working independently with little direction in a high-volume workload environment.

• Experience prioritizing/organizing your workload including handling multiple tasks at one time with varying levels of complexity, seamlessly shifting between priorities, managing changing priorities, and meeting deadlines.

Attention all candidates! A cover letter is required, (please limit it to only two pages.) Clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history. Failure to submit the required cover letter will result in disqualification of your application.

• Please upload a resume or complete the work history profile. Please make sure your application materials, resume and job history, are clearly outlined as this information will be used to determine your starting salary range during the Equal Pay Assessment (previously known as Pay Equity Assessment). If you are selected as the final candidate and a degree is listed as a minimum qualification for the position, please be prepared to provide verification of your completed education before moving forward in the hiring process. Note: Your resume and cover may be uploaded in the Resume/CV field on the online application. After you submit your application, you will have additional tasks to complete in Workday. Please continue to check your Workday account throughout the recruitment process.

• The use of outside resources such as Artificial Intelligence software during applicant skill assessments, examinations, and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.

• The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an educational institution during the application process.

• The job posting closes at 11:59 PM (PDT/PST) on the close date. Immediately after you submit your application, be sure to respond to the two questionnaires relating to public records requests and veterans' preference. These questions are necessary to complete the application process.

Working Conditions

• Your typical work schedule will be Monday - Friday, 8:00 a.m. - 5:00 p.m. Pacific Standard Time (PST).

• Working remotely will be considered in filling this position. Your official workstation will be at our Salem office but the opportunity for remote work at a local office or other remote location will be considered depending on work performance and business need. The ability to report to Salem is required when business or operational needs are dependent on onsite activities.

• You will work in a high-volume work environment, with frequently changing priorities.

• Scope and priority of projects must be intensely monitored, and frequent adjustments are required.

• You will work directly with service providers and contractors, who are at times may be highly distressed.

• Due to ever-changing priorities, you will continually need to make changes to task scheduling and workload requirements.

• You must adapt quickly to business procedure evolution and ever-changing system and program needs.

Background Checks and Requirements

• If selected as a finalist, we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification. Additional background check information.

• The Oregon Department of Human Services does not offer visa sponsorship. Within three days of hire, you will be required to complete the US Department of Homeland Security's I-9 form confirming authorization to work in the United States. ODHS will use E-Verify to confirm that you are authorized to work in the United States.

Benefits

• ODHS Employee Resource Group communities that promote shared learning.

• Cost of Living Adjustments.

• Annual salary increases (until you reach the top of the listed salary range).

• Amazing benefits package.

• Possible eligibility for the Public Service Loan Forgiveness Program.

Employment Preference

Veterans' and Oregon National Guard preference:

• How to submit your Veteran documents for preference. Please do not attach your Veterans' preference documentation in the Resume/CV field of your application.

• Eligible veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. For more information, please visit Veterans, Disabled Veterans & Servicemember Preference Resources & Information.

General Information

• This is a permanent, full-time position and is represented by the Service Employees International Union (SEIU).

• This recruitment may be used to fill future vacancies in the same classification.

• The salary listed is the non-PERS qualifying salary range (AA-Rate). If the successful candidate is PERS qualifying, the salary range will reflect the additional 6.95% (AP-Rate). Please review the Classification and Compensation page for more details, or you may visit our website for information on Pay Equity.

Contact Information

We invite you to contact the ADA.DHS@dhsoha.state.or.us for accommodation requests under the Americans with Disabilities Act (ADA), application questions or job-specific questions.

• The recruiter for this position is Dereen Jalal. If you contact the recruiter, please include the job requisition number: REQ-205864.

• Email: Dereen.Jalal@odhs.oregon.gov

• Phone (call or text): 503-910-7744