Service Desk Analyst

Arizona Department of Administration•Phoenix, AZ

20h•$51,285•Onsite

About The Position

This position acts as the conduit between the Centers for Disease Control's (CDC) McKesson Vaccine Depot, and the Vaccines for Children (VFC) providers, ensuring that appropriate storage and handling protocols are maintained prior to approving a vaccine order for delivery to one of 750+ VFC Program Providers. Uses the Immunization registry as well as the CDC vaccine tracking system, (VTrckS) to track and monitor providers VFC/VFA vaccine orders and returns. Uses ASIIS to analyze the Cold Storage module to review storage unit temperatures and safety to receive new vaccines. Provides technical assistance to providers in correctly managing their inventory in the ASIIS Vaccine Order Management System. Researches issues, analyzes findings, recommend practical solutions to the providers and provide technical assistance in implementation of the solution. Provides back up to the Vaccine Ordering Specialist; orders and ensures distribution of VFC/VFA vaccine to 750+ public and private health care providers.

Requirements

Knowledge of Service offerings
Knowledge of Customer service principles and processes
Knowledge of Back-office server applications, desktop applications
Knowledge of Web-based applications, computer/networking hardware
Knowledge of Standard operating systems
Knowledge of Common third-party software applications
Knowledge of Networking protocols, and any other computer-related technologies
Knowledge of Immunization help desk daily operations.
Knowledge of Immunization program requirements.
Knowledge of Resources available to help desk contacts and office staff.
Knowledge of Produce reports, graphs, and spreadsheets in various formats.
Knowledge of Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies.
Strong customer service skills
Excellent interpersonal, written and oral communication skills
Strong problem-solving skills and attention to detail
Provide leadership to other help desk team members.
Evaluate existing and proposed administrative policies, procedures, systems, and practices of the help desk.
Establish program improvement protocols.
Identify and analyze problems and determine effective solutions.
Maintain effective working relationships.
Accurate and detailed note taking of calls and email activities into a call tracking system.
Effective time management.
Build strong relationships inside and outside the organization and work with various levels of staff
Learn new information and programs quickly.
Communicate effectively and with great tact both in writing and verbally.
Recognize the need for additional support within the team and provide that support in an appropriate and timely manner.
Resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately.
Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination.

Nice To Haves

Spanish speaking, writing desired but not required.

Responsibilities

Facilitates the review of temperature logs and storage and handling practices in preparation for the approval of vaccine orders.
Confers with agency staff and VFC/VFA providers statewide to establish and maintain effective, cooperative relationships as necessary to conduct work.
Review and approval of VFC/VFA vaccine and seasonal influenza vaccine orders from providers using the Immunization registry as well as the CDC vaccine tracking system, (VTrckS).
May provide technical assistance and conduct effectiveness reviews to ensure systems are applied and functioning as designed.
Monitor annual VFC/VFA provider enrollment; ensure the timeliness of submission and completion of re-enrollment documentation for all VFC/VFA providers statewide; contact VFC/VFA providers who have not met the deadline for re-enrollment to assist them in expediting the process.
Provide technical assistance and consultation to VFC/VFA providers on all responsibilities of the position including and not limited to vaccine ordering, returns, transfers, vaccine borrowing, dose accountability, annual provider re-enrollment, etc.
Pro-actively track and monitor vaccine wastage for VFC/VFA providers statewide.
Troubleshoot issues related to provider orders and returns.
Conducts broad scope of program specific analyses of work processes, procedures and practices to devise the most effective and efficient methods of accomplishing work.
May present recommendations to management, and coordinate implementation of process and system improvements.
Other duties as assigned as related to the position.

Benefits

Affordable medical and dental insurance plans
Paid vacation and sick time
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).
10 paid holidays per year
Wellness program and plans
Life insurance
Short/long-term disability insurance
Defined retirement plan
Award winning Infant at Work program
Credit union membership
Transit subsidy
ADHS Student Assistance Pilot Program