PROGRAM ANALYST II (WT: FIELD SUPPORT ANALYST III) - 76001613

State of Florida•Tallahassee, FL

2d•Hybrid

About The Position

This is a full-time Career Service position located in the FLHSMV Customer Service Center, which is a high-volume call center. This position provides guidance to inquiries received from Tax Collectors, license plate agencies, and regional office employees regarding driver license or motor vehicle policy and procedures. The incumbent is responsible for analyzing, evaluating, and assisting in improving the effectiveness and efficiency of motor vehicle and driver license programs. The incumbent will also be responsible for troubleshooting motor vehicle and driver license issuance systems and malfunctioning office equipment, such as, printers and scanners.

Requirements

Ability to understand, apply, and interpret rules, regulations, laws, policies, and procedures.
Knowledge of state and federal laws and statutes related to Driver License, Motor Vehicle Title, Tag and Registration.
Knowledge of procedural techniques for analysis.
Knowledge of Orion operating system.
Skill in using CSC Expert, FDLIS, FRVIS and CDLIS, ORION, DLI, and Motorist Maintenance.
Skill is using Microsoft Office suites.
Ability to communicate effectively, both verbally and in writing.
Ability to establish effective working relationships with others.
Ability to effectively organize and handle multiple priorities and assignments.
Skill in analyzing situations, determining key issues, and developing solutions.
Ability to collect, evaluate, and analyze data to develop, revise, and make recommendations relating to the improvement of daily operations and policies and procedures.
Skill in providing customer service to internal and external customers.
Ability to compose written correspondence, policies, and procedures.
Ability to troubleshoot and/or resolve technical issues for Motor Vehicle and Driver License issuance systems and malfunctioning office equipment.
Ability to prioritize workloads with minimal direct supervision.

Nice To Haves

One and a half (1 1/2) years Customer Service Analyst II or III experience
One (1) year as a Senior Analyst Trainer
Two (2) years as a Driver Licenses Examiner
Experience composing correspondence to include emails, letters, reports, and memos.

Responsibilities

Provides guidance to inquiries received from Tax Collectors, license plate agencies, and regional office employees regarding driver license or motor vehicle policy and procedures.
Analyzes, evaluates, and assists in improving the effectiveness and efficiency of motor vehicle and driver license programs.
Troubleshoots motor vehicle and driver license issuance systems and malfunctioning office equipment, such as, printers and scanners.