Technical Assistance & Policy Operations Analyst II

Jobtailor; Salem (OR); On-site; USD 70,000 - 120,000; Full time

Job summary

Jobtailor in Salem, Oregon is seeking a capable Tier 3 technical support and program analyst to support the agency application, PEMS, and Case Management systems.

You will work with service providers, contractors, and state staff; develop implementation plans, create documentation, and test new systems. This role requires independent work, strong written communication, and the ability to manage multiple priorities onsite in a high-volume environment.

Qualifications

• Five years of professional-level evaluative, analytical, and planning work experience.
• Experience creating/writing technical and comprehensive process documentation, business mapping, manuals, user guides, and SOPs.
• Experience working on steering committees and presenting ideas, updates, and reports.
• Experience overseeing/managing information systems development and small- to mid-sized projects.
• Clear written, direct, and virtual communication across diverse audiences.
• Ability to work independently with little direction in a high-volume workload environment.
• Ability to prioritize and organize multiple tasks, shift between changing priorities, and meet deadlines.

Responsibilities

• Provide Tier 3 technical support to end users of the agency application, PEMS, and Case Management system.
• Support people receiving services and their families, providers, agencies, Case Management Entity staff, and State staff.
• Provide insight and feedback on application enhancements.
• Conduct end-user testing during application development for new systems.
• Create user roles for the new system.
• Develop an implementation plan to procure adequate licenses and assign correct license types.
• Develop policies and procedures for logins, passwords, and technical assistance.
• Communicate policy and procedure changes to Case Management Entities, community partners, central office staff, and providers.
• Monitor project scope and priorities and adjust scheduling and workload.
• Work directly with service providers and contractors, including distressed stakeholders.
• Adapt to evolving business procedures, systems, and program needs.

Skills

Tier 3 Technical Support

Project Management

Technical Documentation Creation

Stakeholder Communication

Implementation Planning

Education

Associate’s degree in Business or Public Administration, Behavioral or Social Sciences, Finance, Political Science, or health, human, or social services

Bachelor's degree in a listed area substitutes for three years of experience

Master's degree in a listed area substitutes for four years of experience

Doctorate degree in a listed area substitutes for five years of experience

Job description

Jobtailor in Salem, Oregon is seeking a capable Tier 3 technical support and program analyst to support the agency application, PEMS, and Case Management systems.

You will work with service providers, contractors, and state staff; develop implementation plans, create documentation, and test new systems. This role requires independent work, strong written communication, and the ability to manage multiple priorities onsite in a high-volume environment.