OES Tier III Help Desk

State of Colorado•Denver, CO

13d•Hybrid

About The Position

The Office of Economic Security (OES) houses the Operational Support Team (OST). The OST has oversight responsibility for the help desk team/unit that was created by HB12-1339 to improve and modernize the Colorado Benefits Management System (CBMS). This unit works closely with the Food and Energy Assistance Division (FEAD) and the Division of Economic and Workforce Support (DEWS) and the county users of the CBMS system to improve the use of the system. The OES shares the Colorado Department of Human Services (CDHS) vision to serve Coloradans through bold and innovative health and human services. OES's mission is to provide income, nutritional, and support services to those in need. The Operational Support Team (OST) serves as the internal operational support unit for the OES on financial management, the Colorado Benefits Management System (CBMS) (including the help desk team), and research, evaluation, and data activities. This unit is responsible for assisting state and county users with the use of the CBMS system including: usability, input into new functionality, communication, answering email in-box questions, testing, troubleshooting, researching and documenting defects, and developing state approved work-arounds. This is a hybrid position with a minimum of 2 required in-office days at 1575 Sherman St. These requirements are subject to change. This position is the primary support technician for Supplemental Nutrition Assistance Program (SNAP), Colorado Works, and Adult Financial programs as they relate to the CBMS data system. As the support technician, this position provides technical assistance to county and state users related to data system functionality for the various programs. This assistance is policy and rule-driven, i.e., assistance provided is in relation to the various program rules and policies that each Division follows. The position identifies needs, policy concerns, areas of training needed, and makes recommendations to the various programs related to the same. This position coordinates closely with the other state policy staff and the work involves application of extensive cross-program policy knowledge to identify, prevent, and resolve frequent conflicts between programs. The position conducts user acceptance testing for data system changes. This position assists with ongoing policy discussions.

Requirements

Six (6) years experience in Human Services, specifically a combination of SNAP, TANF, and Adult Financial, working with confidential client data, learning, navigating and troubleshooting multiple data management systems, government processes, and procedures, and demonstrating strong written and verbal skills.
A combination of related education and/or relevant experience in Human Services, specifically a combination of SNAP, TANF, and Adult Financial programs, working with confidential client data, learning, navigating and troubleshooting multiple data management systems, government processes, and procedures equal to six (6) years.
Must pass a Name Check Only Background.
Must drive a state-owned vehicle.
Must be a resident of the State of Colorado at the time of application and throughout the duration of employment.

Nice To Haves

CBMS Navigation
Knowledge of CDHS programs and policies
Experience learning and navigating in multiple data management systems
Experience troubleshooting various systems
Experience working with confidential client data
Experience in submitting and resolving system help desk tickets.
Technical proficiency adequate to independently undertake day-to-day operational tasks (e.g. independently take steps to connect to Internet, launch software, participate in virtual meetings, organize digital files, complete standard business tasks in Microsoft Office products, complete standard business tasks in Google Workspace)
Relevant years of State service should be considered as a preferred qualification to be used to determine the top candidates on the referral list.

Responsibilities

Reviews system functionality and documentation to determine the cause of the CBMS problem and decides the proper action county end users take.
Decides whether CBMS functionality is following the definition of a program rule.
Decides, in conjunction with Automation Lead, whether or not the CBMS issue is escalated to the policy area for training recommendations.
Works with Automation Lead to decide whether or not help desk tickets submitted result in a recommendation to respective policies for future CBMS changes.
Informs county users on the correct way for using the system and inputting data.
Utilizes statutory authority when providing technical assistance to ensure county departments provide accurate eligibility determination for programs.
Utilizes program rules to guide technical assistance advice and to monitor county program compliance.
Reviews rules to determine necessary changes to improve program delivery.
Utilizes the SNAP, Colorado Works, and Adult Financial Policy and Procedure Manuals to assist caseworkers and supervisors with accurate case management and related documentation in the data system.
Decides which system changes to recommend based on the analysis of tickets and attendance at user meetings.
Assists in the prioritization of fixes or enhancements to the system based upon the questions received from users and an analysis of tickets.
Performs User Acceptance Testing to ensure changes are adequately tested and the final product meets requirements.
All other duties as assigned.

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
State of Colorado Employee BenefitHub Resource Center
Employee Wellness program
Excellent work-life programs, such as flexible schedules, training and more
Remote work arrangements for eligible positions
Some positions may qualify for the Public Service Loan Forgiveness Program.