SERVICE CENTER & PROCUREMENT SPECIALIST - 72003036

State of Florida

5d•Onsite

About The Position

This position serves as a member of the Contract Management Oversight team and requires a high degree of confidentiality, accuracy, and adherence to timeframes. The Senior Management Analyst II/Service Center & Procurement Specialist will be responsible for resolving People First related issues and complaints, acting as a liaison between state agencies and the service provider, coordinating service center process reviews, and providing input on policy effects on the human resource information system. Additionally, this role will support procurement activities by assisting in drafting contract documents and maintaining procurement files.

Requirements

Strong knowledge of state group insurance benefit policies governing employees and retirees
Strong written and oral communication skills.
Knowledge of People First processing procedures and requirements.
Knowledge of the policies and procedures governing state human resource programs.
Knowledge of the principles and practices of public procurement activities.
Knowledge of Florida procurement laws and rules.
Proficient in the following computer applications: MS Word, MS Excel, MS Outlook.
Ability to work effectively within a team-based work group that consists of state employees and service provider staff.
Ability to utilize problem-solving techniques.
Ability to work independently.
Ability to identify, plan, organize, prioritize, and coordinate multiple large work assignments at the same time.
Three-five years of professional work experience in a human resource-related field. A bachelor’s degree can substitute on a year-for-year basis for the required experience.
Experience working in a professional level human resource position.
Experience interpreting and applying statutes, rules, policies, etc.

Nice To Haves

Working knowledge of the People First system
Knowledge of insurance benefits
Experience working with service/contact centers
Experience in procurement and contract oversight

Responsibilities

Resolves People First related issues and complaints, including those from executive staff. Works with the system team leads, State Group Insurance, and the service provider to ensure customers receive an accurate and timely response to their issues.
Serves as liaison between the state agencies, employees, retirees, benefit only entities (and other customers), the Divisions of State Human Resource Management, Retirement and State Group Insurance and the service provider on service center and customer related issues and assists in providing corresponding resolutions.
Analyzes vendor’s monthly performance report; reviews and validates assigned metrics for contract compliance on a monthly basis; updates performance metric methodologies as needed; and assists in coordinating monthly performance metric reviews and reporting.
Coordinates service center process reviews by working collaboratively with the service provider, subcontractors, and other stakeholders to identify process deficiencies, define and document process improvements, and implement changes to improve or correct those deficiencies; and monitors to ensure the changed processes are effective.
Reviews and provides recommended updates to the Online Reference (OLR), Online Guide (OLG), Service Center Workbook, and service center training curriculum.
Collects, evaluates and analyzes data to develop alternative recommendations, solve problems, document work flow and other activities relating to the improvement of operational and management practices.
Designs service center improvement methodologies to improve service delivery.
Provides input on the effect of policy on the human resource information system and service center by reviewing new or revised state group insurance policies, advisories, and materials, and human resource rules, legislation, strategic plans and proposals on human resource issues and presents findings and / or makes recommendations.
Assists with and participates in user acceptance testing, new system and services implementation and training sessions.
Prepares and updates instructional guides and/or desktop procedures for cross training and process documentation.
Assists in drafting contract and procurement documents, including but not limited to, amendments, extensions, renewals, requests for quotes, etc., for management review and approval.
Routes contract and procurement forms, documents, and other materials for approval, monitors progress to ensure project deadlines are met, and notifies management of any issues that may impede or prevent a successful conclusion of the procurement by the required deadline.
Maintains complete contract and procurement files that are organized, audit-ready, and sufficient to support public records requests, protest defense, and management review.