ASSOCIATE GOVERNMENTAL PROGRAM ANALYST

State of California•Sacramento, CA

35d•Hybrid

About The Position

THIS POSITION MAY BE ELIGIBLE FOR A HYBRID WORK SCHEDULE. THE AMOUNT OF TELEWORK IS AT THE DISCRETION OF THE DEPARTMENT AND IS SUBJECT TO CHANGE AS BUSINESS NEEDS ARISE. Join Our Mission: Breaking the Mold of State Service! Who We Are: The Unemployment Insurance Command Center Division (UICCD) stands at the forefront of service excellence and is dedicated to providing critical support to the citizens of California. We are a pivotal hub, forecasting call volumes and service demands while strategically managing resources to uphold our standards of quality and performance. At UICCD, our commitment extends beyond mere operations; we ensure the impeccable delivery of customer service through sophisticated workload forecasting, comprehensive reporting, rigorous quality assurance, and advanced contact center and workforce management. We are passionate about elevating the customer journey and employee experience and implementing cutting-edge practices and technologies to set benchmarks in service delivery. You can be a part of this exciting endeavor! Our Team's Vision: Within the UICCD, the Strategic Operations and Customer Experience Group is a dynamic core of innovation and strategic operations. Comprised of dedicated units focused on both customer and employee experiences, our group spearheads communications for external and internal stakeholders oversee continuity in workload and performance management and champions the adoption of industry-standard best practices. Our mission is clear: to revolutionize how services are delivered, ensuring reliability and excellence across every interaction. Role You Will Play: As an Innovation and Strategic Operations Analyst, your role is to drive transformation. You will play a crucial part in the evolution of the Request for Eligibility Information and Electronic Determinations projects. Your day-to-day tasks will involve reviewing current processes, analyzing them for efficacy, and recommending enhancements that will redefine how we operate. You will craft metrics and reports that not only measure success but guide our future strategies. Collaboration is not just encouraged; it's essential; you will work alongside both internal teams, like the Information Technology and Public Affairs branches, and external contractors to ensure seamless integration and execution of new systems and ideas. Your insights and contributions will be valued and integral to our success. Bring your zeal for business process improvement, your strategic mindset, and your project management acumen to a position that offers more than just a job -- here, you'll ignite widespread impact, directly improving the lives of millions in California. Your work will shape the efficiency and effectiveness of our services, making a real difference in the lives of those who rely on us. Are You Ready to Make a Difference? If you are driven by innovation, motivated by challenging yet rewarding work, and eager to make a tangible impact, we want you on our team. Dive into a role where every day is about creating possibilities, enhancing services, and delivering exceptional experiences. Join us at the UICCD and be a part of California's journey toward a brighter, more efficient future. Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click here to visit the California Department of Human Resources (CalHR) website. Position exists in Sacramento, CA ARU 355. Will consider candidates from all parts of California. If you have questions about the actual position, please contact the "Hiring Unit Contact" listed below under Contact Information. You will find additional information about the job in the Duty Statement.

Requirements

Bring your zeal for business process improvement, your strategic mindset, and your project management acumen

Nice To Haves

Ability to apply new ways of thinking, ability to solve problems, create new ideas, and develop new approaches to optimize results.
Ability to work in a fast-paced environment that is impacted by conflicting deadlines and customer priorities.
Demonstrates the ability to remain flexible with constantly changing priorities.
Demonstrates the ability to use tact and good judgment.
Demonstrates the ability to work independently and in a team environment.
Excellent communication skills, verbal and written, to ensure quality customer service and to communicate with other team members, stakeholders, and those contacted in the workplace.
Experience in conducting UI eligibility determination interviews.
Experience in facilitation and negotiation techniques to promote collaboration amongst diverse team members and groups.
Experience in organizational change management methodologies.
Experience in project management methodologies.
Experience in recommending or implementing process improvement strategies (e.g., Business Process Innovation, etc.).
Experience in strategic planning and allocation of resources to meet strategic goals.
Experience motivating others to achieve the Department's mission, goals, and values, and encourages a diversity of opinions.
Experience with Microsoft Suite, including SharePoint, Visio, Excel, PowerPoint, and Word.
Knowledge of and ability to apply the principles, methods, techniques, and tools for developing, scheduling, coordinating, and managing competing priorities and activities.
Knowledge of the UI business processes, policies, functions, and systems.
Knowledge of principles and processes for providing quality customer service.

Responsibilities

Your day-to-day tasks will involve reviewing current processes, analyzing them for efficacy, and recommending enhancements that will redefine how we operate.
You will craft metrics and reports that not only measure success but guide our future strategies.
You will work alongside both internal teams, like the Information Technology and Public Affairs branches, and external contractors to ensure seamless integration and execution of new systems and ideas.