IT Statewide Associate Analyst — Knowledge & Training Lead

State of Louisiana; Baton Rouge (LA); On-site; USD 45,000 - 70,000; Full time

Job summary

The State of Louisiana is seeking an IT professional to support the Network Communication Services knowledge management and training efforts within the Division of Administration/OTS. You will help maintain internal and public-facing documentation, develop training materials, and manage the State Government Telephone Directory and Directory Assistance Service.

You will collaborate with NCS leadership on process improvements, create training curriculums, and ensure compliance with state policies

Qualifications

• Two years of experience in information technology; OR six years of full-time work experience in any field.
• 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.

Responsibilities

• 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.
• 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.
• 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.

Skills

IT knowledge

Education

Associate degree in information technology

Bachelor's degree

Job description

The State of Louisiana is seeking an IT professional to support the Network Communication Services knowledge management and training efforts within the Division of Administration/OTS. You will help maintain internal and public-facing documentation, develop training materials, and manage the State Government Telephone Directory and Directory Assistance Service.

You will collaborate with NCS leadership on process improvements, create training curriculums, and ensure compliance with state policies