eXPRS Technical Support Specialist 1 (Operations and Policy Analyst 1)

Department of Human Services; Salem (VA); Híbrido; USD 50.000 - 77.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

COLA adjustments

Annual salary increases

Amazing benefits package

Public Service Loan Forgiveness (PSLF)

Descripción de la vacante

The Oregon Department of Human Services is seeking an eXPRS Technical Support Specialist 1 (Operations and Policy Analyst 1) to provide end-user support and technical assistance for ODDS programs. This role supports ODDS enrollment and eligibility activities and collaborates with partners to ensure accurate service authorizations.

The position emphasizes customer service, attention to detail, and the ability to work in a fast-paced environment with remote work possibilities.

Formación

• Three 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 substitutes for experience as described in the posting.

Responsabilidades

• Provide technical expertise and support to eXPRS end users including monitoring and filtering eXPRS Service Desk tickets.
• Gather and analyze information about the user’s issues and needs and determine best way or person to resolve the problem.
• Provide a primary support role for the technical coding of ODDS Enrollment and Eligibilities (DDEE).
• Provide insight and feedback on application enhancements and perform end user testing during development.
• Deliver excellent customer service in writing and verbally to all levels of system users.
• Perform ticket routing and escalation to Tier 2 level support.
• Provide waiver eligibility case coding expertise to business partners.
• Determine appropriate service eligibility waiver coding and dates for individuals with developmental disabilities.

Conocimientos

eXPRS experience

Customer service

Technical support

Problem solving

Educación

Bachelor’s degree in Business/Public Admin or related field

Herramientas

eXPRS

Descripción del empleo

Agency

Department of Human Services

Position Title

eXPRS Technical Support Specialist 1 (Operations and Policy Analyst 1)

Position Type

Employee

Salary Range

$4,519 - $6,904

Job Description

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that 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! Solving little mysteries every day is what we do at the Office of Developmental Disabilities Services (ODDS), Provider Administration Unit, Technical Assistance Unit. We provide technical support to eXPRS end users including people who receive service and their families, personal support workers and agency and foster providers. If you enjoy fast paced sleuthing where no two days are the same, providing excellent customer service, working from home, and the opportunity to grow your career,

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. This position is in the Technical Assistance Unit (TAU) of the Oregon Developmental Disabilities Services (ODDS) Provider Administration Unit. 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.

Responsibilities

• Provide technical expertise and support to eXPRS end users including monitoring and filtering eXPRS Service Desk tickets.
• Gather and analyze information about the user’s issues and needs and determine best way or person to resolve the problem.
• Provide a primary support role for the technical coding of ODDS Enrollment and Eligibilities (DDEE).
• Provide insight and feedback on application enhancements as well as provide end user testing during application development.
• Provide excellent customer service both in writing and verbally to all levels of system users.
• Perform ticket routing and escalation to Tier 2 level support.
• Provide waiver eligibility case coding expertise to business partners.
• Use the information submitted by community business partners, determine the appropriate service eligibility waiver coding and waiver coding dates for individuals with developmental disabilities.
• Follow recommended course of action and policy from ODDS policy, correct waiver or service eligibility coding conflicts or other issues impacting service authorizations.
• Facilitate in answering additional questions and concerns that have increased due to the Agency With Choice (AWC) program from Senate Bill 1521.

Minimum Qualifications

Three 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.

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 working independently with minimal direction and responding appropriately to situations that require immediate attention.
• Experience using time management, organization, and prioritization skills to manage multiple tasks at varying stages, meet competing deadlines, and work effectively in a fast-paced environment with frequent interruptions.
• Experience demonstrating a highly collaborative demeanor, working with others to solve problems, and contributing to the team’s success.
• Experience providing customer service through written and verbal communication while remaining courteous, patient, and supportive to customers.
• Experience working with eXPRS.

Preferred attributes

• Experience providing technical assistance to a variety of individuals.

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. A daily and monthly goal will be communicated to staff and will be expected to be met to continue remote work. If staff cannot maintain monthly goals or metrics, a hybrid or in-office work may be required to continue. Scope and priority of projects must be intensely monitored, and frequent adjustments are required. You will work in a high-volume work environment, with frequently changing priorities. 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

• 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:

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 [e-mail] 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-209422. Email: [e-mail] Phone (call or text): 503-910-7744 Oregon state government is a large organization by nearly any standard. With over 40,000 employees working all over the state, in small communities and large, we are proving that government can be innovative. We work as a team, challenging ourselves to be better, faster and more efficient with taxpayer dollars. After all, when every day we are responsible for caring for the needs of a diverse population and thriving business community, we simply must have the best and brightest workforce. If you take responsibility for your actions, are passionate about helping others succeed, and have a reputation for excellence and honesty, why not make Oregon state government your next career move? Joining our team means you open the door to many possibilities. From entry level to executive, outdoor work to policy setting, we have a role for nearly every calling, expertise and background. If you’re looking at us from across the country (or beyond!), know that Oregon is one of the most beautiful places on earth. Made up of seven diverse regions, Oregon has the ocean, mountains, valleys, high desert, cities, small towns, and almost everything in between. Oregon "flies with her own wings."