Services Management System Specialist

State of North Carolina•Rose Hill, NC

1d•$43,267 - $75,718•Hybrid

About The Position

As the Services Management System (SMS) Specialist, you will go beyond troubleshooting—you will play a central role in building user confidence, improving data quality, and strengthening staff adoption of SMS, our virtual Salesforce platform for data collection and storage. You will help DSDHH employees navigate SMS effectively, understand system features, and resolve issues quickly and accurately. The Division of Services for the Deaf and Hard of Hearing works to ensure that all Deaf, Hard of Hearing, or DeafBlind North Carolinians have the ability to communicate their needs and to receive information easily and effectively in all aspects of their lives, especially their health and well-being.

Requirements

Bachelor's degree from appropriately accredited institution and one year of experience related to the area of assignment OR An equivalent combination of training and experience.

Nice To Haves

Experience with Salesforce or Salesforce online platforms.
Experience with SMS training.
Problem solving skills.

Responsibilities

Troubleshoot user reported issues in SMS.
Identify patterns in user challenges and provide timely solutions or guidance.
Share best practices, shortcuts, and helpful tips to improve overall user experience.
Serve as a liaison between SMS users and the SMS team, ensuring clear communication about updates, maintenance, improvements, and known issues.
Consult with staff to understand their needs and help them use SMS more efficiently.
Support development and delivery of group and one on one trainings when needed.
Gather feedback and evaluate training effectiveness to support continuous improvement.
Contribute to a positive, user friendly support experience across the organization.