VENDOR SUPPORT ANALYST - 72001537

State of Florida•TALLAHASSEE, FL

6d•$58,000•Onsite

About The Position

The Vendor Support Analyst supports adoption and operation of the State of Florida’s eProcurement system, MyFloridaMarketPlace (MFMP), its subsystems, and the state payment reconciliation process. The role provides technical customer service and vendor communications relating to MFMP applications and the state accounting system, and facilitates cross-functional process improvement to improve customer service and deliver measurable benefits. This is an on-site position in Tallahassee, Florida. The analyst maintains knowledge of MFMP’s program, customers, and stakeholders across state agencies and the vendor community. The role researches and analyzes technical issues, supports internal and external stakeholders, and helps maintain effective relationships between state agencies and vendors. Vendor-related work includes responding to inquiries, reviewing communications, handling transaction fee disputes and exemptions, processing inactivation requests and transaction fee reports, and coordinating recovery of unpaid fees. The position coordinates operational work involving real-time and batch interfaces, commodity and object codes, catalogs, sourcing templates, Buyer eForms, eInvoicing, and other content enablement. It also assists with MFMP application development, maintenance, enhancements, monitoring, technical upgrades, and oversight of software, systems, hardware, help desk, and website operations. The analyst contributes to requirements and design review, testing, acceptance testing, deadline management, audits, trend analysis, and monitoring technical performance and operational compliance. The role analyzes technical processes for accuracy, recommends improvements to internal controls and agency use of MFMP, and helps identify customer needs related to system performance, infrastructure, and user interface. It verifies service-level expectations for contract compliance, reviews customer feedback with the Customer Service Desk Lead, and may assist the Chief Learning Officer and team. The analyst also helps deliver MFMP and State Purchasing training to agencies and vendors, including possible travel for statewide training and Vendor Exchange events, and provides backup operational training and guidance.

Requirements

High school diploma or equivalent.
At least two years of customer service or public-facing professional experience.
Excellent customer service and people skills.
Oral and written communication, process improvement, and change management skills.
Ability to use technology effectively and meet required deadlines.
Ability to communicate regularly about change, support action plans with deadlines and progress reports, and drive issues to closure.
Knowledge of Florida procurement rules, laws, and strategic sourcing processes.
Excellent presentation, teambuilding, and leadership skills.
Successful completion of background screening.

Nice To Haves

College experience.
Experience with MyFloridaMarketPlace as a buyer, approver, or other user.
Florida Certified Contract Manager (FCCM) certification.
Two years of professional procurement, accounting, project management, change management, consulting, or system support experience.
Experience or familiarity with eProcurement (Ariba on Demand), FLAIR/PALM, Microsoft Office (Excel, Word, PowerPoint, Access), and Articulate.

Responsibilities

Support adoption and operation of MFMP, its subsystems, and the State of Florida’s payment reconciliation process.
Provide technical customer service and consultative assistance to internal and external stakeholders through independent technical research and analysis.
Maintain relationships between state agencies and vendors, with emphasis on MFMP’s technical components.
Respond to vendor inquiries and create and review vendor communications.
Review and approve vendor transaction fee disputes and exemptions, inactivation requests, and transaction fee reports.
Review, approve, coordinate, and participate in recovery of unpaid vendor transaction fees.
Coordinate operational activities involving real-time and batch interfaces; commodity and object codes; catalogs; MFMP Sourcing templates; Buyer eForms; eInvoicing; and other content enablement testing and implementation.
Assist with development, implementation, maintenance, enhancement, and monitoring of MFMP applications and oversight of MFMP software, systems, hardware, help desk, and website.
Assist with technical and application upgrades, service packs, and patches.
Recommend enhancements and develop business requirements for comprehensive, user-friendly, reliable, compliant MFMP applications and security functions.
Review functional design documents and assist with test scripts, initial user acceptance testing, and final acceptance testing.
Ensure deadlines are met for business requirements, functional design documents, testing, communications, and production implementation.
Conduct independent audits and trend analysis to identify systemic issues and improvement opportunities.
Monitor MFMP technical performance requirements and compliance with Operations standards.
Analyze technical processes for accuracy and facilitate solutions to identified problems.
Evaluate agency use of MFMP and recommend technical process changes to improve management and internal controls.
Identify customer needs relating to system performance, infrastructure, and user interface, and help drive performance improvement and customer satisfaction.
Verify assigned Service Level Expectations for contract compliance.
Work with the MFMP Customer Service Desk Lead to review customer feedback about technical inquiries.
Assist the MFMP Chief Learning Officer and team as needed.
Assist with MFMP and State Purchasing initiatives and develop and deliver training materials and sessions for agency customers and vendors.
Provide operational training and guidance for MFMP applications, serving as backup for other MFMP Training Support Analysts.
Travel as needed to support MFMP statewide training initiatives and Office of Supplier Development Vendor Exchange events.
Perform other duties as assigned by management.