Technical Assistance Specialist 2 – Operations & Policy Analyst 2

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

Responsibilities

• Provide Tier 3 technical support to end users of the agency application, Provider Enrollment Management System (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

Requirements

• Five years of professional-level evaluative, analytical, and planning work experience
• Associate’s degree in Business or Public Administration, Behavioral or Social Sciences, Finance, Political Science, or health, human, or social services, or similar degree substitutes for 18 months of experience
• 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
• Experience creating/writing technical and comprehensive process documentation, business mapping, manuals, user guides, and standard operating procedures (SOPs)
• Experience working on steering committees and presenting ideas, updates, and reports
• Experience overseeing/managing information systems development and small- to mid-sized projects
• Experience working with contractors, monitoring progress, and reviewing/managing deliverables
• 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
• Required cover letter limited to two pages
• Resume or completed work history profile required
• Criminal history and background check required if selected as a finalist
• Authorization to work in the United States; no visa sponsorship offered
• Ability to report to Salem when business or operational needs require onsite activities

Core Competencies

Demonstrates expertise in providing Tier 3 technical support, developing implementation plans, and creating comprehensive documentation. Capable of managing projects, communicating effectively with diverse stakeholders, and adapting to evolving business needs.

Highest-signal resume keywords

• Tier 3 Technical Support
• Project Management
• Technical Documentation Creation
• Stakeholder Communication
• Implementation Planning

ATS Optimization Keywords

Hard Skills

• Technical Support
• Process Documentation
• Business Mapping
• User Guide Development
• Standard Operating Procedures (SOPs)
• Information Systems Development
• Project Oversight
• Analytical Skills
• Evaluative Skills
• Planning Skills

Soft Skills

• Clear Communication
• Organizational Skills
• Adaptability
• Independence
• Prioritization

Industry Keywords

• Provider Enrollment Management System (PEMS)
• Case Management System
• Community Partners
• Case Management Entities
• Service Providers
• Contractors
• High-Volume Workload Environment
• Criminal History Check
• Authorization to Work in the United States