Technical Assistance Specialist 2 (Operations & Policy Analyst 2)

State of Oregon•Salem, OR

6d•$65,496 - $100,224•Hybrid

About The Position

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community. Opportunity awaits! Are you an adaptable, motivated, and detail-oriented professional who is committed to making a meaningful difference? Do you have experience developing and maintaining technical and comprehensive process documentation, business process maps, manuals, user guides, and standard operating procedures? We are seeking a professional with experience contributing to steering committees, communicating effectively with diverse audiences, and tailoring communication to meet varying needs and levels of understanding. The ideal candidate will also have experience overseeing or coordinating information systems development and managing small- to mid-sized projects. Success in this role requires strong organizational and prioritization skills, the ability to manage multiple competing priorities, and a commitment to completing work accurately, efficiently, and within established timelines. If you are ready to apply your knowledge, skills, and experience to support meaningful work and make a difference, then we want to hear from you! Note: A cover letter is required, (please limit it to only two pages.) Failure to submit the required cover letter will result in disqualification of your application. To review the full list of duties and responsibilities, please click here to view the Position Description (PD). Summary of Duties The Office of Developmental Disabilities Services (ODDS) provides opportunities to link services for Oregonians who are elderly or who have physical, intellectual, or developmental disabilities. ODDS oversees an array of services including but not limited to residential, in home, employment, family support, crisis, and case management delivered through a state field structure or agreements with county governments or subcontracted agencies. The ODDS Provider Administration Unit works together with the community to show understanding and guidance through the Developmental Disabilities payment process. We also support the information technology used by ODDS Programs and staff through the Technical Assistance Unit. The systems are designed to ensure the Program's mission/goals/programs and business practices are supported by information technology and for ensuring providers are paid accurately and timely. As a Technical Assistance Specialist 2, you will: Provide Tier 3 technical support to end users of the agency application, the new Provider Enrollment Management System (PEMS), and the new Case Management system. This includes people receiving services and their families, providers, agencies, Case Management Entity staff as well as State staff. Provide insight and feedback on application enhancements as well as provide end user testing during application development for all new systems. Use your in-depth technical knowledge to ensure user roles are created for the new system and develop an implementation plan for users to ensure adequate licenses are procured and users have the correct license type. Develop policies and procedures related to creating log ins, passwords and technical assistance. Communicate to all Case Management Entities, community partners, central office staff, and providers any changes or additions to applicable policies and procedures.

Requirements

Five years of professional-level evaluative, analytical, and planning work experience.
Associate’s degree in any of the listed areas substitutes for 18 months of experience.
Bachelor's degree in any of the listed areas substitutes for three (3) years of experience.
Master's degree in any of the listed areas substitutes for four (4) years of experience.
Doctorate degree in any of the listed areas substitutes for five (5) years of experience.
Attention to detail for following directions, creating grammatically correct documents, maintaining consistency throughout processes and procedures, tracking systems and services, etc.
Experience creating/writing technical, clear, and comprehensive process documentation, business mapping, manuals, user guides, and standard operating procedures (SOPs).
Experience working on steering committees including contributing to steering committee meetings, presenting ideas, updates, and reports.
Experience overseeing/managing information systems development and small to mid-sized projects including working with contractors, monitoring progress, and reviewing and managing deliverables.
Experience communicating clearly and cross culturally in writing, directly, or virtually at a level that each group can understand such as information technology developers, system end users, vendors, leadership, etc.
Experience working independently with little direction in a high-volume workload environment.
Experience prioritizing/organizing your workload including handling multiple tasks at one time with varying levels of complexity, seamlessly shifting between priorities, managing changing priorities, and meeting deadlines.

Responsibilities

Provide Tier 3 technical support to end users of the agency application, the new Provider Enrollment Management System (PEMS), and the new Case Management system. This includes people receiving services and their families, providers, agencies, Case Management Entity staff as well as State staff.
Provide insight and feedback on application enhancements as well as provide end user testing during application development for all new systems.
Use your in-depth technical knowledge to ensure user roles are created for the new system and develop an implementation plan for users to ensure adequate licenses are procured and users have the correct license type.
Develop policies and procedures related to creating log ins, passwords and technical assistance.
Communicate to all Case Management Entities, community partners, central office staff, and providers any changes or additions to applicable policies and procedures.