Job: SERVICE DESK ANALYST(Job Id 38402)

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Job Description

05/24/2018 06/01/2018
INFORMATION TECHNOLOGY 19
PHOENIX 34,444.00-46,508.00

DEPARTMENT OF ECONOMIC SECURITY

Providing Opportunity, Assistance and Care for Arizonans in need!

ARIZONA MANAGEMENT SYSTEM (AMS):

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  State employees are highly engaged, collaborative and embrace a culture of public service.

Service Desk Analyst

Division of Benefits and Medical Eligibility (DBME)

3443 N. Central Ave., Suite 1400

Phoenix, AZ 85012

www.azdes.gov

 

JOB SUMMARY:

The Division of Benefits and Medical Eligibility (DBME) is seeking an experienced and highly motivated individual to join our team as a Service Desk Analyst. This position is responsible for the help desk support of critical computer applications utilized by the Family Assistance Administration within the Division of Benefits and Medical Eligibility. The help desk support includes web-based, mainframe and phone applications.

 

JOB DUTIES: 

-          Working closely with applicable internal and external stakeholders including the Arizona Healthcare Cost Containment System (AHCCCS), FAA Policy, Training, Data Security, and many other divisions/administrations within the department to analyze and identify reasons why data indicates potential system issues for clients or staff that could lead to disruptions or discrepancies in the delivery of services or benefits

-          Troubleshooting, analyzing, and diagnosing software applications problems reported by phone, email, fax or other communication method at a Tier II level; identify remedies and completing resolution activities including validation with the user that the problem has been fully addressed; making referrals to other help desks as appropriate (e.g., problems identified as network, PC/Hardware, server support or security related)

-          Researching and analyzing a wide range of production problems in order to provide technical assistance or determine if automated system modifications and/or enhancements are required

-          Opening tickets in the ticket tracking system for problems referred to other help desks; communicating outstanding issues and status with resolution to user and supervisor, programming support staff, other government agencies, and community partners as applicable; preparing and issuing communications statewide regarding system availability.

-          Monitoring a variety of system reports and resolving production issues; researching and resolving application errors resulting in bugs or abends with HEAplus, OnBase, Aztecs and other mainframe and supported systems; participating on system projects, analyze business, organization procedures, workflow and information requirements; and documenting business requirements; completing testing activities

-          Monitoring a variety of system reports and records to identify and resolve inconsistencies; writing system documentation including system support procedures, production problem reports and detailed help desk call information; performing system security functions including the addition, maintenance and deletion of users to the Case Accuracy Tracking System (CATS) web application  

 

KNOWLEDGE, SKILLS AND ABILITIES (KSAs):

Knowledge of:

-          Agency’s mission, goals, policies, procedures and business processes; considerable knowledge of the programs administered by the Family Assistance Administration (FAA) which includes Temporary Assistance for Needy Families (TANF), Cash Assistance, Nutrition Assistance (SNAP/Food Stamps), and Medical Assistance; customer service practices; problem resolution; troubleshooting techniques; issue analysis and communication practices. General knowledge of automated systems, HEAplus. OnBase, AZTECS, etc.

Skill in:

-          Extensive customer service skills; analyzing complex issues, interpret, evaluate and arrive at logical conclusions; determine impact of problems, issues, recommend changes to the business operations; critical thinking, problem solving, and effective decision making; high proficiency in MS Office Suite (Word, Excel, Outlook, PowerPoint) with advanced Excel Skills; verbal and written communication skills; skills in preparing and delivering presentations; Interpret user or technical requests or feedback and developing/issuing communications appropriate to the audience.

 

  Ability to:

-          Provide effective customer service; build collaborative relationships with state and federal partners; handle high volume calls; work under extreme pressure; defuse hostile/frustrated callers; using independent judgment to resolve issues; prioritize and work on multiple analytical projects and follow through in a timely manner; evaluate complex situation, identify relevant factors, and combine pieces of information to form conclusions; present and communicate technical information in clear, well organized written and oral form to variety of audiences; monitor project tasks, organize work and collaborate with team members to complete tasks; analyze business needs of the agency.

SELECTIVE PREFERENCE(S):

-          N/A

PRE-EMPLOYMENT REQUIREMENTS: 

-          Have a current, valid Arizona State issued driver’s license appropriate to the assignment. Employee is subject to driver’s license record checks and must maintain an acceptable driving record, valid motor vehicle insurance and registration, and must complete any required training (see Arizona Administrative Code R2-10-207.12).

-          Successfully complete the Electronic Employment Eligibility Verification Program (E-Verify), applicable to all newly hired State employees

-          Be subject to a search of Child Protective Services Central Registry Physical

-          Successfully pass background and reference checks. Employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.

-          Travel may be required for training and meetings, which may require an overnight stay.

 

BENEFITS: 

 The Department of Economic Security offers a comprehensive benefits package to include: 

-          Sick leave

-          Vacation with 10 paid holidays per year

-          Health and dental insurance

-          Retirement plan

-          Life insurance and long-term disability insurance

-          Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

RETIREMENT: 

Positions in this classification participate in the Arizona State Retirement System (ASRS). 

Please note, enrollment eligibility will become effective after 27 weeks of employment.

CONTACT US: 

If you have any questions, please feel free to contact Lester at [email protected] or 602-771-2902 for assistance.

 

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting 602-364-3981. Requests should be made as early as possible to allow time to arrange the accommodation. Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.