Case Management System Administrator

State of Colorado•Denver, CO

1d•Hybrid

About The Position

The position serves as the Staff Authority in the administration of DVR’s electronic case management system, ReImagine Vocational Rehabilitation (RVR), as well as other key computer applications. The position provides project management for IT projects as needed, in collaboration with CDLE’s Innovation and Operational Excellence (IOE) unit. The position is responsible for understanding current and changing business needs, reporting requirements specified by the US Department of Education, Rehabilitation Services Administration (RSA), managing subordinate staff, and working alongside DVR leadership, OIT, CDLE, and IT vendors to effectively implement applications required within DVR.

Requirements

Seven (7) years of relevant experience in an occupation related to the work assigned to this position to include any combination of the following: Working with IT Requirements for project fulfillment, Solution/Application building, Database and Data Flow experience, IT Ticketing Systems, IT/Data Governance, IT Administrative tasks, Application Builds, and the related Critical Thinking, Problem Solving.
Your application must clearly demonstrate experience in a customer facing role.
Salesforce administrator experience
Analytical thinking
Application maintenance and testing
Configuration management
Customer focus
Data administration
Database management
IT Project Management
IT Systems Management
Software problem management
System testing tools

Nice To Haves

Salesforce Admin Certification
Technology project leadership
Technology change management leadership.
Experience as a team lead or supervisor.
Experience performing similar duties as a State of Colorado classified employee.

Responsibilities

Manage all DVR computer applications, which currently include the RVR electronic case management system, Box, Adobe Sign, Ticket Tracker Social Security Reimbursement, etc.
Oversee automated case management activities for DVR field staff by directing, guiding, and supervising the development, implementation, and maintenance of Business Technology policies and procedures, including data security, contractor compliance, data integrity, and coordination with vendors and OIT.
Ensures policies and procedures comply with OIT and CDLE IOE standards and best practices.
This includes ongoing monitoring and maintenance of the system, to include regular meetings with vendors, discussions with DVR leadership and staff about system use, ensuring all applications are consistent with DVR policies, meet business needs, and recommending system changes.
Work with DVR management to determine optimal system configuration for meeting business needs, while balancing system performance and Federal, State, and DVR reporting requirements.
Make decisions on scheduling production environment releases, updates/system downtime with OIT, system vendors, and DVR end users.
Interpret rules and regulations to ensure data accuracy and compliance with State and Federal reporting requirements.
Assists Business Technology manager with contract management to ensure vendors deliver services in an appropriate manner and timeframe.
Manages all application customization and configuration projects.
Overall coordination, status reporting, and stability of project oriented work efforts in alignment with the CDLE IOE PMO standards and dotted line reporting to the IOE Office.
Manage all aspects of the project life cycle, including initiating, planning, implementing, and closing.
Establishes and implements project management processes to ensure projects are delivered on time, within budget, comply with high quality standards, and meet expectations.
Assume primary responsibility for project leadership and for facilitating completion and communication on all project deliverables, including project charters, phase driven schedules, project timelines and milestones, status reporting, resource plans, budgets, etc.
Develop and apply objective-based change management strategies and communication plans to ensure stakeholders and team members are informed, bought-in, and supported expected project outcomes.
Provide regular, professional, and appropriate communications to project team members, DVR staff, leadership and other stakeholders.
Proactively identify, track, and resolve issues, risks, and dependencies associated with projects managed, and communicate risks and issues to Business Technology Manager.
Identify and implement issue resolution.
Lead risk management identification and mitigation plans.
Possess and demonstrate extensive knowledge and expertise in the use of project management methodologies and tools, resource management practices, facilitation skills, and change management techniques.
Directly supervise DVR Support Desk, including Technician position.
Determine work location, hours, daily schedule, work assignment, and safe working conditions.
Determine appropriate tools for effective performance and initiate procurement of required tools; assign duties to employees, develop performance plans, monitor performance, and conduct performance appraisals; determine non-financial performance incentives; approve or deny leave (not related to FML, Worker’s Compensation or Short-term Disability).
Ensure application support Monday-Friday, 8am - 5pm, at a minimum.
Submit tickets to OIT or the application’s vendor, as appropriate, for issues that cannot be resolved by the DVR Business Technology team.
Hold regular meetings with the application’s vendor help desk to review current issues, agree upon priorities, and follow issues through to resolution.
Escalate issues with supervisor, vendors, and OIT when needed to ensure problem resolution.
Serve as first-line supervisor to recommend and/or make decisions regarding interviewing, hiring, disciplining, promoting, and rewarding employees.
Ensure all employees have a performance plan (Cornerstone) in place within 30 days of starting in a position, setting performance objectives and standards.
Ensure that performance objectives and goals align with duties on the position description for each employee.
Communicate regularly with employees to discuss, praise, and/or address work performance, workload, productivity, work quality, and to address any employee concerns.
Conduct all interim reviews, final evaluations, and annual performance plans in a timely manner.
Approve or deny leave requests and approve timekeeping information.
Monitor and prioritize workflow, taking responsibility for the work unit’s performance outcomes.
Ensure employees have the tools and training necessary to perform their jobs.
Communicate department goals and expectations.
Mentor, coach, and develop employees and oneself for the continuous improvement of the unit and department.
This includes training and monitoring of new staff and cross-training of existing staff.
Facilitate and/or support staff meetings to exchange ideas and information, and to answer questions regarding training and procedures.
Review and revise unit procedures with input from all staff.
Provide/ensure work unit coverage as needed and provide feedback to the manager on workload issues.
Ensure that all positions in unit have a current and signed position description

Benefits

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
BenefitHub state employee discount program
MotivateMe employee wellness program
Excellent work-life programs, such as flexible schedules, training and more
Access to participate in employer-supported employee affinity spaces
RTD EcoPass Commuter Program
Public Service Loan Forgiveness Program