IT Statewide Associate Analyst 1-4

Division of Administration-Office of Technology Services; Baton Rouge (LA); On-site; USD 45,000 - 70,000; Full time

Job summary

The Division of Administration/Office of Technology Services is seeking a Knowledge Management/Training support professional for the Network Communication Services section. The role focuses on maintaining internal and public-facing documentation, workflows, and training materials to ensure consistent service delivery across NCS.

Responsibilities include developing training content, coordinating with leadership on curriculums, and supporting the state directory and directory assistance services.

Qualifications

• Two years of experience in information technology or six years in any field, or an associate’s/bachelor’s degree as alternatives.

Responsibilities

• Assist with analysis and management of databases and workflows to enable NCS staff and leadership to manage data consistently.
• Coordinate with NCS leadership to develop training curriculums for each section.
• Develop and deliver orientation and training for Telecommunications Coordinators and respond to information requests.

Skills

IT experience

Documentation

Training development

Customer service

Education

Associate’s degree in information technology

Bachelor’s degree

Job description

The Division of Administration/Office of Technology Services has avacancy. This position is located in the Network Communication Service Section. Req.226111

The Office of Technology Services (OTS) aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within the Executive Branch Departments. The Office of Technology Services will work to increase the return on the State’s investment in technology by promoting smart decision-making, solving problems intelligently, increasing the rate of project success, and fostering a skilled and professional staff.

The Business Support team uses various technical disciplines and tools to support the highly complex business operations of the Network Communication Services section of OTS. The primary focus of this position is assisting with NCS knowledge management. The incumbent helps the supervisor maintain internal and public facing documentation and workflows that enable NCS staff to perform their duties consistently and reliably and that enable customers to understand and easily request NCS services. This position develops training materials and workshops/presentations to share information about NCS services with customers. The Knowledge Management team also manages the State Government Telephone Directory and operates the Directory Assistance Service along with managing NCS website content.

• Overseeing the state’s capital construction program
• Working to provide state and federal grants for community development
• Development of the state budget
• Providing technology services
• Giving agencies guidance in the state purchasing and contracting process as they seek goods and services
• Administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes

Qualifications

• Two years of experience in information technology; OR
• Six years of full-time work experience in any field; OR
• An associate’s degree in information technology; OR
• A bachelor’s degree.

EXPERIENCE SUBSTITUTION:

Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.

NOTE:

A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.

The official job specifications for this role, as defined by the State Civil Service, can be found here.

Job Duties

Internal Process/Procedure and Information Management

• Assists with analysis and management of databases and workflows that enable NCS staff and leadership to use and manage billing, inventory, expense and technical operational data consistently and accurately.
• Advises NCS leadership on internal process improvement opportunities and implements changes as required.
• Coordinates with NCS leadership to develop training curriculums for each section.
• Assists in reviewing requests for workflow/process changes to ensure compliance with state policies and practices; documents the impact of workflow changes to through testing and documentation of results.
• Performs routine database and workflow reconciliation tasks with support from supervisor.

NCS Public Information Management and Training

• Processes Telecommunications Coordinator appointments with supervision.
• Establishes user requirements, assists in determining customer-focused form and workflow specifications, and reviews changes to user support.
• Assists with preparing and delivering orientation and training for TCs and responding to information requests and feedback.
• Assists with editing, processing and distributing all Communications Services policies, procedures, and Administrative Code (rules and regulations) changes.
• Helps develop presentations given by NCS leadership at state, regional, and national conferences/seminars and at customer briefings.

Statewide Government Telephone Directory & Listings

• Responsible for the preparation and publication of the directory assistance database which contains telephone numbers and geographical locations for all state government agencies. Coordinates all activities between OTS and user agencies to compile this information.
• Manages directory listings in 73 public telephone directories statewide. These listings are used by the telephone companies to provide directory assistance nationwide.
• Coordinates all activities between NCS, agencies, and vendors to ensure listings are submitted timely and correctly.
• Coordinates listings changes with the appropriate vendor as needed.
• Submits directory listings for publication on the OTS website.

Directory Assistance Service

• Assists with operation and management of the statewide directory assistance service, which disseminates essential information to state agency personnel and to citizens of the state. Calls are processed through an automatic call distribution (ACD) system, providing information to the public regarding telephone numbers, address, state agency names, and titles of agency staff.
• Coordinates with NCS staff, state agencies, and the system vendor to ensure the system and the associated information database are useful, accurate, and current.
• Provides in-depth training for directory assistance operators including customer service skills and the use of various components of the directory assistance system.
• Provides guidance, assistance, and functional supervision for operators.

Serves as backup to Knowledge Management supervisor as needed, assisting with:

• Supervising part-time staff Coordinating directory assistance services
• Serving as webmaster for EUC Communications Services website
• Directing records management functions, ensuring all levels of approval are received and proper legal procedures have been followed
• Directing and coordinating training functions for the office
• Performs other tasks, special projects, analyses, studies, and plans as directed in support NCS lines of service.

Position-Specific Details

Appointment Type: This vacancy may be filled by job appointment, which is temporary in nature, not to exceed 48 months. If filled as a job appointment, the position may be converted to a probational appointment, provided a vacant position becomes available, and funding is available.

Career Progression: This vacancy participates in a career progression group and may be filled from this recruitment as an IT Statewide Associate Analyst 1,2,3 or 4.

Compensation: The Salary range listed on the job posting reflects the pay grade minimum and maximum for the IT Statewide Associate Analyst 1 job title. The salary range pay grade minimum and maximum for the other levels of the career progression group can be viewed using the links below:

• IT Statewide Associate Analyst 2
• IT Statewide Associate Analyst 3
• IT Statewide Associate Analyst 4

Louisiana is a "State as a Model Employer" for People with Disabilities.

Prior to a new hire, a background check, including criminal record history, will be conducted. Information from the background check will not necessarily preclude employment, but will be considered in determining the applicant’s suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions, including promotions, demotions, details, reassignments, and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-Verify system.

Contact Information

Erica R. Gay

HR Specialist

Division of Administration/Office of Human Resources

Email: [e-mail]