Software Provider Support Specialist II

State of North Carolina•Raleigh, NC

About The Position

The North Carolina Department of Revenue is recruiting for a Paper Software Provider Validation and Support Specialist II. The primary purpose of this position is to serve as technical support to the Department’s software provider community during the substitute tax form approval process. The individual is the first level of assistance and support for partners in the approval process providing information to 75-80 external Software Providers, Payroll Software Providers and various internal work groups via email, telephone and MS Teams. This position reports to the Supervisor of pSPVS and works with three other specialists to review and approve substitute tax forms reproduced by external parties. Duties include, but are not limited to: •Perform review and approval of substitute tax forms submitted by external developers with accuracy, and in an efficient manner that meets the unit’s production standards •Create/update form specifications based on the final SD/DOR version of forms •Assist with posting resources to the State Exchange System (SES) •Accurately update internal tracking documents and provider resources •Respond professionally and accurately to all external and internal customer inquiries •Collaborate with team members on issues to effectively achieve unit’s objectives •Lead and/or participate in meetings with internal and external stakeholders to resolve production issues and provide updates •Collaborate with forms design teams to identify needed form updates and provide input on recommended changes •Identify and report process improvement suggestions to management

Requirements

Ability to be flexible and adapt to various changes in the work environment
Ability to learn and apply various guidelines that are required and applicable to the work process
Ability to meet strict processing deadlines with follow-up and follow-through on assignments
Be detailed oriented, organize and prioritize workflow
High school diploma or General Educational Development (GED) diploma and four years of related administrative experience; or equivalent combination of education and experience.

Responsibilities

Perform review and approval of substitute tax forms submitted by external developers with accuracy, and in an efficient manner that meets the unit’s production standards
Create/update form specifications based on the final SD/DOR version of forms
Assist with posting resources to the State Exchange System (SES)
Accurately update internal tracking documents and provider resources
Respond professionally and accurately to all external and internal customer inquiries
Collaborate with team members on issues to effectively achieve unit’s objectives
Lead and/or participate in meetings with internal and external stakeholders to resolve production issues and provide updates
Collaborate with forms design teams to identify needed form updates and provide input on recommended changes
Identify and report process improvement suggestions to management

Benefits

Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis).
The best funded pension plan/retirement system in the nation according to Moody’s Investor’s Service
Twelve paid holidays per year
Fourteen vacation days per year which increase as length of service increases and accumulates year-to-year
Twelve sick days/year which are cumulative indefinitely
Paid Parental Leave
Personal Observance Leave and Community Service Leave
Longevity pays lump sum payout yearly based on length of service
401K, 457, and 403(b) plans
Eligibility for the Public Service Loan Forgiveness Program