INFORMATION RESOURCE MGMT CONSULTANT II (WT: QUALITY ASSURANCE ANALYST) - 43004414

State of Florida•TALLAHASSEE, FL

13d•$70,000 - $90,000•Onsite

About The Position

The Florida PALM Solution Center is responsible for supporting Florida PALM end users across the State. This position supports the operation and maintenance of the Florida PALM application. As a member of the Solution Center Team, this position serves as a Quality Assurance Analyst for planning and coordinating quality standards activities. This role bridges technical expertise with quality assurance principles, supporting both development and operations teams to maintain high service quality and customer satisfaction. This position deals with complex policies and procedures associated with the support of a Financial Management Solution (FMS) and provides consultation and expert advice to the Florida PALM Team and carries out major assignments independently. It requires technical and general knowledge regarding financial management practices and procedures. This position exercises discretion and independent judgment with respect to matters of significance, taking direction from Florida PALM Operations Manager.

Requirements

Five (5) years relevant work experience in Information Technology, particularly in the areas of legacy and service-oriented architecture integration is required.
Minimum of three (3) years of experience in IT Quality Assurance.
Excellent written and verbal communication skills with the ability to effectively communicate with all levels of staff.
Experience establishing quality assurance processes, standards, and procedures.
Experience interpreting data, identifying trends, and recommending improvements.
Knowledge of the IT standards, metrics and service levels.
Knowledge of Information Technology Service Management (ITSM).
Knowledge of Quality Management Tools and Methodologies.
Skills in problem solving.
Skill in producing comprehensive and clear reports.
Skill in MS Excel: formulas, charting, and pivot tables.
Ability to effectively communicate complex information and requirements.
Ability to formulate procedures.
Ability for independent thinking.
Ability to be attentive to detail.
Ability to facilitate meetings without the need for oversight.
Ability to be solution oriented.
This position requires a security background check, including fingerprint as a condition of employment.

Nice To Haves

Experience working within ServiceNow or a similar ticket management system.
A post-secondary degree in a relevant discipline (i.e., Information Technology, Management Information Systems, Computer Science) may be used as an alternative for the years of experience on a year-for-year basis.

Responsibilities

Working with supervisor and leadership to establish priorities and due dates for work assignments and keeping them up to date on key work items.
Communicating concerns and executive contact immediately to your supervisor and/or Florida PALM leadership.
Managing all deadlines in an organized manner to ensure timely completion of fully developed work products.
Applying critical thinking (e.g., don’t just solve the problem at hand, solve the core problem).
Adhering to DFS policies at all times (e.g., security, dress code, ethics).
Working as a team player and demonstrating a “teamwork” attitude and professional demeanor.
Preparing presentation materials and leading meetings with state agencies and other stakeholders.
Attending conferences, conventions, etc. to extend knowledge of accounting and ERP principles, processes and changes.
Reviewing and providing input on current and proposed state and federal statutes and rules, and regulation changes (e.g., GASB standards, NACHA standards) to determine impacts to the Florida PALM solution.
Serving as a functional expert in the accounting and financial management functions of the Florida PALM solution.
Working collaboratively with Florida PALM team members, DFS business owners, state agency business owners, enterprise business owners and other stakeholders to ensure functional designs and configurations are developed and maintained to meet business needs and result in the development and maintenance of a user-friendly and comprehensive solution.
Consulting with subject matter experts, business users, and stakeholders of the financial management solution, researching statewide problems and recommending solutions.
Support establishing and maintaining quality assurance processes, standards, and procedures.
Support developing and collecting metrics to measure the performance of Florida PALM services, working closely with areas to ensure the right metrics are being measured (that KPIs are value added).
Prepare reports on quality metrics, defect rates, and compliance status for management and stakeholders.
Make suggestions for changes and improvements, and how to implement metrics.
Support designing and publishing role-based scorecards.
Perform routine and non-routine analyses of IT deliverables, including software, systems, and documentation, to verify compliance with specifications and standards
Work with cross-functional teams to identify and resolve quality issues by performing audits and inspections to identify gaps.
Provide quality coaching to the team members.
Investigate defects, bugs, or performance issues; recommend and implement corrective actions to improve quality and efficiency.
Ensure adherence to organizational policies, industry standards (e.g., ISO, ITIL), and regulatory requirements in IT environments.
Support process improvements, innovation, and training initiatives to enhance IT quality outcomes
Facilitate proper escalation to senior management, any metric or quality issues, and ensure corrective measures are documented and tracked accordingly.
Perform Quality Assurance on Solution Center Tickets and provide feedback to the Solution Center Manager.
Perform Quality Assurance on Solution Center Calls and provide feedback to the Solution Center Manager.
Perform reviews of the Service Level Agreement (SLA) or Critical Performance Indicators (CPI) results to ensure compliance
Stay current with industry trends and quality assurance standards.