Program Specialist V - Level One

TX-HHSC-DSHS-DFPS•Austin, TX

4d•$4,523 - $6,000•Onsite

About The Position

The Level 1 Procurement and Contracting Services System Support Specialist provides advanced customer support, technical assistance, and training to users of CAPPS Financials and SCOR systems supporting procurement, contracting operations, and reporting within Health and Human Services (HHS). This position serves as a functional and technical resource for CAPPS Financials, CAPPS Reporting, and SCOR (System of Contract Operations and Reporting), providing advanced support throughout the procurement and contracting lifecycle. Responsibilities include assisting with requisitions, solicitations and events, contracts, purchase orders, remediation activities, system access, DocuSign, PowerForms, electronic signature processes, and other related procurement workflows. The position operates in a high-volume environment supporting the processing and resolution of more than 87,000 remediation tickets. Responsibilities require effective workload prioritization, timely problem resolution, quality assurance, and coordination across multiple functional and technical teams to ensure accurate and efficient procurement and contracting operations.

Requirements

Experience performing systems analysis, systems administration, access management, information technology support, or closely related work in a high-volume operational environment.
Knowledge of the capabilities and limitations of computer systems and information technology environments, including computer hardware and software, operating systems, applicable programming languages, program code, automated mapping, and the techniques used in the design and support of automated and non-automated systems.
Knowledge of systems analysis, system implementation, testing, troubleshooting, and technical support practices.
Knowledge of applicable state and federal laws, rules, regulations, policies, and procedures governing state purchasing and information technology operations.
Knowledge of State of Texas procurement principles and practices assigned commodities, products available on the open market, and appropriate supply sources.
Advanced skill in analyzing and resolving complex technical and operational problems, including identifying the root cause of issues, asking appropriate questions, researching available resources, evaluating alternatives, and implementing timely and effective solutions.
Skill in scheduling, testing, installing, implementing, maintaining, and troubleshooting computer systems and programs.
Skill in the effective use of computers, applicable software, and information systems.
Exceptional organizational, prioritization, and time-management skills are essential.
Strong attention to detail is essential.
Strong customer service and interpersonal skills are required, including the ability to communicate professionally and effectively with customers, technical staff, management, and other stakeholders.
Ability to analyze complex systems, processes, procedures, and access-related issues; identify risks, inconsistencies, and potential impacts; and develop appropriate solutions based on sound, logical, and well-supported analysis.
Ability to write, review, revise, and consistently apply standards, procedures, technical documentation, and operational processes.
Ability to maintain complete, accurate, timely, and auditable records in accordance with established requirements.
Ability to communicate clearly and effectively, both verbally and in writing, includes the ability to explain technical or procedural information to individuals with varying levels of technical knowledge.
Ability to independently organize, prioritize, monitor, and complete a high volume of assignments within established timeframes, including situations involving urgent requests and rapidly changing priorities.
Ability to recognize when an issue requires escalation and to take appropriate action without unnecessary delay.
Ability to work effectively both independently and as part of a team in a fast-paced, high-visibility environment where accuracy, responsiveness, confidentiality, and customer service are critical.
Ability to manage multiple projects and assignments simultaneously; remain organized under pressure; adapt quickly to changing business needs; and maintain consistent quality and attention to detail during periods of heavy workload.
Ability to exercise initiative and sound judgment; anticipate potential issues; communicate concerns proactively; and act in a logical, professional, and appropriate manner based on a thorough analysis of the circumstances.
Ability to effectively train, assist, and provide guidance to others regarding systems, procedures, access requirements, and established processes.

Nice To Haves

Graduation from an accredited four-year college or university with major coursework in computer science, computer information systems, management information systems, cybersecurity, information technology, or a related field is generally preferred.
Managing a high volume of time-sensitive requests while maintaining accuracy and documentation requirements.
User access, identity and access management, account administration, security access, or similar functions.
Troubleshooting technical and access-related issues and independently determining appropriate resolution or escalation.
Working with confidential, sensitive, or security-related information.
Developing, interpreting, and consistently applying policies, standards, procedures, and controls.
Maintaining accurate records and documentation in environments subject to audit, compliance, or security requirements.
Communicating with customers, technical teams, management, and other stakeholders regarding urgent or complex issues.
Successfully prioritizing competing assignments and meeting deadlines in a fast-paced, high-profile environment.

Responsibilities

Provide technical and operational support for the CAPPS Financials and SCOR systems for Procurement and Contract Services (PCS) staff and program areas, with primary responsibility for requisitions, purchase orders, procurement, and contract-related processes.
Serve as a primary resource for CAPPS Financials and SCOR Level 1 technical support by troubleshooting system, processing, configuration, and user-access issues. Research, test, and validate solutions within CAPPS Financials, SCOR, Sandbox, and User Acceptance Testing (UAT) environments. Develop and submit change or service requests when system modifications or additional technical assistance are necessary to resolve procurement and contracting issues.
Troubleshoot and process purchase order adjustments, buyer electronic-signature settings, Texas SmartBuy functions, buyer-team configurations, and other procurement-system activities. Provide technical assistance for contract processing by identifying and resolving system issues that affect contract creation, routing, processing, approval, and execution.
Serve as a subject-matter resource for the agency’s CAPPS Financials and SCOR systems, particularly in the areas of requisitioning, procurement, purchasing, and contracting. Develop reports, analyze system information, and use CAPPS Financials, SCOR, and Remedy data to support procurement operations, identify trends, and resolve issues.
Provide training, technical guidance, and procedural support to CAPPS Financials and SCOR users to promote accurate and consistent system processes. Participate in system enhancements, testing, implementations, upgrades, and other changes involving CAPPS Financials and SCOR. Evaluate processes and recommend system and operational improvements to increase efficiency and effectiveness.
Provide leadership and guidance to assigned team members by establishing priorities, monitoring workloads, ensuring work is completed accurately and timely, and supporting staff development. Keep the Director informed of work status, significant concerns, system issues, and recommended solutions. Coordinate with PCS staff, program areas, and other stakeholders to identify and resolve issues that may affect requisitions, purchase orders, contracts, and other procurement activities.
Serve as an authorized approver for user access to CAPPS Financials, SCOR, and other related systems. Review and approve access requests, verify appropriate system roles and permissions based on assigned job responsibilities, and coordinate the establishment, modification, or removal of system access in accordance with agency security policies and procedures.
Develop, document, and maintain detailed instructions and procedures necessary to resolve ongoing issues within CAPPS/SCOR and to establish consistent processes for various aspects of procurement processing. Identify areas where additional guidance or clarification is needed and develop appropriate procedures to improve accuracy, efficiency, and consistency in procurement operations.
Assist with the review, revision, and continuous improvement of PCS procedures related to requisition creation, purchase order (PO) processing, modifications, and other procurement activities. Ensure that procedures accurately reflect the current functionality, requirements, and capabilities of CAPPS/SCOR and are consistent with established procurement policies and business processes.
Provide guidance and technical support to PCS Purchasers by researching and responding to questions related to procurement processing in CAPPS/SCOR. Assist purchasers with troubleshooting system and processing issues, identifying appropriate solutions, and ensuring transactions are completed accurately and in accordance with applicable procedures.
Support the development and delivery of training for PCS Purchasers, including providing instruction on CAPPS/SCOR processes, system functionality, procurement workflows, and established procedures. Develop or update training materials, job aids, reference guides, and other resources needed to support staff knowledge and promote consistent procurement practices.
Collaborate with procurement staff, management, and other stakeholders to identify recurring issues, process gaps, and opportunities for improvement. Recommend and implement procedural enhancements that streamline procurement activities, reduce processing errors, strengthen internal controls, and improve overall efficiency. Communication system or procedural changes to affected staff and provide ongoing support to ensure successful implementation and compliance.
Assist with testing CAPPS/SCOR functionality as it relates to PCS procurement processes. Collaborate closely with the technical team to ensure the system meets required business and operational needs. Identify, document, and communicate system inconsistencies, data issues, testing scenario concerns, and other problems that may affect system functionality or prevent PCS requirements from being met.
Maintain detailed documentation of testing activities, identified issues, and resolutions. Assess system-wide CAPPS/SCOR issues and escalate them to CAPPS Financials Level 2 when appropriate, providing all relevant information needed to support timely investigation and resolution. Notify PCS staff of system issues that may impact or prevent the processing of procurement requests. Provide guidance and support to PCS staff regarding system functionality, testing procedures, and issue resolution. Participate in system enhancements, upgrades, and user acceptance testing to help ensure changes support procurement operations and comply with established business processes.
Attend CAPPS/SCOR PM meetings and coordinate with the PCS Program Support Director to ensure appropriate coverage and alternate attendance when unable to participate. Maintain effective communication and follow up on meeting action items as needed. Perform other duties as assigned, including providing support to meet the agency’s responsibilities during disaster response and/or recovery efforts and Continuity of Operations (COOP) activations.