OES Tier III Help Desk

State of Colorado; Denver (CO); On-site; USD 65,000 - 85,000; Full time

Job summary

State of Colorado, through the Office of Economic Security (OST), seeks a dedicated support technician to assist county and state users of the CBMS data system for SNAP, Colorado Works, and Adult Financial programs. The role emphasizes policy-driven, rule-based technical assistance and collaboration with policy staff.

The position requires handling inquiries, testing changes, and documenting defects while advancing system usability and reliability within a state-wide framework.

Qualifications

• Six years of experience in Human Services with confidential data handling.
• Strong written and verbal communication skills.
• Familiarity with CBMS, SNAP, TANF, and Adult Financial programs.

Responsibilities

• Provide technical assistance to county and state users regarding CBMS functionality.
• Perform testing and diagnosis of CBMS issues and propose data-driven improvements.
• Coordinate with policy staff to align system enhancements with program rules.

Skills

CBMS Navigation

CDHS policy knowledge

Data systems troubleshooting

Help desk ticketing

Microsoft Office & Google Workspace

Communication skills

Tools

CBMS data system

SNAP program knowledge

Job description

*THIS POSITION IS OPEN TO CURRENT COLORADO RESIDENTS*

PLEASE NOTE: THIS RECRUITMENT MAY BE USED TO FILL MULTIPLE VACANCIES.

OPT IN BELOW TO RECEIVE TEXT MESSAGE UPDATES ON CDHS RECRUITING EVENTS.

CDHSCareers

MOST STATE OF COLORADO EMPLOYEES ARE ELIGIBLE FOR A GREAT BENEFIT PACKAGE! PLEASE SEE THE SUPPLEMENTAL INFORMATION SECTION BELOW FOR DETAILS!

ABOUT THIS UNIT

The Office of Economic Security houses the Operational Support Team (OST). The OST has oversight responsibility for the help desk team/unit that was created by HB12-1339. This bill was passed to improve and modernize the Colorado Benefits Management System (CBMS). As such, this unit was created to work closely with the Food and Energy Assistance Division (FEAD) and the Division of Economic and Workforce Support (DEWS) and the county users of the CBMS system in an effort to improve the use of the system.

The Office of Economic Security (OES) shares the Colorado Department of Human Services (CDHS) vision to serve Coloradans through bold and innovative health and human services. In collaboration with our partners, OES's mission is to provide income, nutritional, and support services to those in need.

The Operational Support Team (OST) serves as the internal operational support unit for the OES on financial management, the Colorado Benefits Management System (CBMS) (including the help desk team, which was created by HB12-1339 to improve and modernize the CBMS), and research, evaluation, and data activities. As such, this unit was created to work closely with the Food and Energy Assistance Division (FEAD), the Division of Economic and Workforce Support (DEWS), and the county users of the CBMS system in an effort to improve the use of the system. There are three positions within this unit. This unit is responsible for assisting state and county users with the use of the CBMS system including: usability, input into new functionality, communication, answering email in-box questions, testing, troubleshooting, researching and documenting defects, and developing state approved work-arounds.

PRIMARY JOB DUTIES

• CBMS and PEAK Support
  • Position reviews system functionality and documentation to determine the cause of the CBMS problem and decides the proper action county end users take.
  • Position decides whether CBMS functionality is following the definition of a program rule.
  • Position decides, in conjunction with Automation Lead, whether or not the CBMS issue is escalated to the policy area for training recommendations. Position works with Automation Lead to decide whether or not help desk tickets submitted result in a recommendation to respective policies for future CBMS changes.
  • Position informs county users on the correct way for using the system and inputting data.
• Program Education
  • This position utilizes statutory authority when providing technical assistance to ensure county departments provide accurate eligibility determination for programs.
  • This position utilizes program rules to guide technical assistance advice and to monitor county program compliance. The program reviews rules to determine necessary changes to improve program delivery.
  • The position utilizes the SNAP, Colorado Works, and Adult Financial Policy and Procedure Manuals to assist caseworkers and supervisors with accurate case management and related documentation in the data system.
• CBMS Improvement and Modernization
  • This position decides which system changes to recommend based on the analysis of tickets and attendance at user meetings.
  • This position assists in the prioritization of fixes or enhancements to the system based upon the questions received from users and an analysis of tickets.
  • This position performs User Acceptance Testing to ensure changes are adequately tested and the final product meets requirements.
• All other duties as assigned

HYPED POSITION WITH MINIMUM IN-OFFICE DAYS @ 1575 SHERMAN STREET

These requirements are subject to change.

THIS POSITION IS THE PRIMARY SUPPORT TECHNICIAN FOR SUPPLEMENTAL NUTRITION ASSISTANCE PROGRAM (SNAP), COLORADO WORKS, AND ADULT FINANCIAL PROGRAMS AS THEY RELATE TO THE CBMS DATA SYSTEM. AS THE SUPPORT TECHNICIAN, THIS POSITION PROVIDES TECHNICAL ASSISTANCE TO COUNTY AND STATE USERS RELATED TO DATA SYSTEM FUNCTIONALITY FOR THE VARIOUS PROGRAMS. THIS ASSISTANCE IS POLICY AND RULE-DRIVEN, I.E. ASSISTANCE PROVIDED IS IN RELATION TO THE VARIOUS PROGRAM RULES AND POLICIES THAT EACH DIVISION FOLLOWS. THE POSITION IDENTIFIES NEEDS, POLICY CONCERNS, AREAS OF TRAINING NEEDED, AND MAKES RECOMMENDATIONS TO THE VARIOUS PROGRAMS RELATED TO THE SAME. THIS POSITION COORDINATES CLOSELY WITH THE OTHER STATE POLICY STAFF AND THE WORK INVOLVES APPLICATION OF EXTENSIVE CROSS-PROGRAM POLICY KNOWLEDGE TO IDENTIFY, PREVENT, AND RESOLVE FREQUENT CONFLICTS BETWEEN PROGRAMS. THE POSITION CONDUCTS USER ACCEPTANCE TESTING FOR DATA SYSTEM CHANGES. THIS POSITION ASSISTS WITH ONGOING POLICY DISCUSSIONS.

EXPERIENCE ONLY

This position requires six (6) years experience in Human Services, specifically a combination of SNAP, TANF, and Adult Financial, working with confidential client data, learning, navigating and troubleshooting multiple data management systems, government processes, and procedures, and demonstrating strong written and verbal skills.

OR

EDUCATION AND EXPERIENCE

A combination of related education and/or relevant experience in Human Services, specifically a combination of SNAP, TANF, and Adult Financial programs, working with confidential client data, learning, navigating and troubleshooting multiple data management systems, government processes, and procedures equal to six (6) years.

PREFERRED QUALIFICATIONS

• CBMS Navigation
• Knowledge of CDHS programs and policies
• Experience learning and navigating in multiple data management systems
• Experience troubleshooting various systems, experience working with confidential client data
• Experience in submitting and resolving system help desk tickets.
• Technical proficiency adequate to independently undertake day-to-day operational tasks (e.g. independently take steps to connect to Internet, launch software, participate in virtual meetings, organize digital files, complete standard business tasks in Microsoft Office products, complete standard business tasks in Google Workspace)
• Relevant years of State service should be considered as a preferred qualification to be used to determine the top candidates on the referral list. (Partnership agreement 10.1.)

CONDITIONS OF EMPLOYMENT

• Must pass a Name Check Only Background ALL CDHS employees (non-direct contact): This position will have NO direct contact with vulnerable persons. Name check only includes: CBI check (no fingerprints), Colorado Court Database check, and Medicare Fraud Database
• Motor Vehicle Record Check: This position will drive a state-owned vehicle, either in an ongoing capacity while performing their normal day-to-day job duties, OR on occasion for trainings/meetings/client visits/etc.
• This position requires State of Colorado residency at the time of application (unless otherwise identified in the posting), and residency within the state throughout the duration of employment in this position.
• Former State employees who were disciplinarily terminated or resigned in lieu of termination must:
  • Disclose that information on the application.
  • Explain why the prior termination or resignation should not disqualify you from the current position.
  • Provide your employee number from your prior State employment. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination, and failure to provide this information will disqualify the applicant from future State employment with CDHS.

APPEAL RIGHTS

You may file an appeal with the State Personnel Board or request a review by the State Personnel Director if your application is eliminated. You will find the appeals process, the official appeal form, and how to deliver it on the State Personnel Board website.

You or your representative must sign and submit the official appeal form for review.

You can find the official appeal form here.

You must be deliver the official appeal form to the State Personnel Board: By email ([e-mail]), or Postmarked in US Mail to (1525 Sherman Street, 4th Floor, Denver CO 80203, or Hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or Faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

Contact the State Personnel Board for assistance: At [phone], or Refer to the Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, within the Rules webpage.

ABOUT US

If your goal is to build a career that makes a difference, join the dedicated people of the Colorado Department of Human Services (CDHS). Our professionals strive to design and deliver high-quality human and health services that improve the safety, independence, and well-being of the people of Colorado.

Each of us is committed to contributing to a safe and accessible CDHS. In addition to a great location and rewarding and meaningful work, we offer:

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans
• Medical and dental health plans
• Employer supplemented Health Savings Account
• Paid life insurance
• Short- and long-term disability coverage
• 11 paid holidays per year plus vacation and sick leave
• State of Colorado Employee BenefitHub Resource Center
• Employee Wellness program
• Excellent work-life programs, such as flexible schedules, training and more
• Remote work arrangements for eligible positions
• *Some positions may qualify for the Public Service Loan Forgiveness Program.

OUR VALUES

• We believe in a people-first approach: We prioritize the needs, well-being, and dignity of the individuals, families and communities we serve. We commit to respect, fairness and access in every decision, policy and interaction. We engage client voices and experiences in the development and implementation of the services we provide.
• Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.
• We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.
• Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.
• We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.
• Collaboration helps us rise together: We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.

We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities.

ADAA ACCOMMODATIONS

CDHS is committed to a Colorado for ALL qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment.

This includes completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or performing essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to [e-mail].

~THE STATE OF COLORADO IS AN EQUAL OPPORTUNITY EMPLOYER~

The State of Colorado is an equal opportunity employer. We are committed to increasing a “Colorado for ALL” of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of all backgrounds and abilities. The State of Colorado believes that a “Colorado for ALL” drives our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

Toll Free Applicant Technical Support

If you experience technical difficulty with the NEOGOV system (e.g. uploading or attaching documents to your online application) call NEOGOV technical support at 855-524-5627 Mon-Fri between 6 am and 6 pm (Pacific Time).

Helpful hints: if you are having difficulty uploading or attaching documents to your application 1) ensure your documents are PDF or Microsoft Word files and 2) close the document before you attempt to upload (attach).