CORE Support Specialist Job Vacancy in State of Colorado Job Opportunities Denver, CO 80203 – Latest Jobs in Denver, CO 80203

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Company Name : State of Colorado Job Opportunities
Location : Denver, CO 80203
Position : CORE Support Specialist

Job Description : Department Information

This position is only open to Colorado state residents.

NOTE: This posting may fill more than one vacancy.

Thank you for your interest in working for the State of Colorado. Join us and find meaningful work in public service to our state and its residents, helping to make Colorado a great place to live and work in. Please watch the short video below for tips on applying.

Apply for a job with the State of Colorado

To learn more about what happens after you apply for a position with the State of Colorado, please watch the short, informative video

What Happens After You Apply

Committed to Diversity – We foster a workforce that is reflective of the communities we serve. If you’re looking for a place where you can be your authentic self at work and celebrate the uniqueness of those around you, then we want to talk to you! State of Colorado employees were asked to reflect on their experience with equity, diversity, and inclusion. Click here to learn more about their experiences

Colorado For All – Colorado Employees Reflect on Equity, Diversity, & Inclusion

The
Department of Personnel & Administration (DPA) is the foundation for dependable state government, leading with responsiveness, integrity, and teamwork. We provide services to other government agencies and all Coloradans by taking bold initiative toward a government with engaged employees, innovative solutions, and constructive partnerships.

DPA provides a wide range of programs and services, from custodial & maintenance to financial and human resources support, which assist other state agencies in fulfilling their missions. At DPA, there are countless opportunities to contribute to meaningful work that supports and serves the people of Colorado. The wide variety of positions in DPA allow individuals to learn about state operations and provide for long-term career growth.

If your goal is to build a career that makes a difference and build greater public confidence in good government, consider joining the dedicated people of the State of Colorado; it’s a chance to combine your expertise with public service. Our professionals strive to support state government and the residents of Colorado. Customer service is a key component for every position in state government as is the focus on ideas and ways to redesign the delivery of services in making state government more.

Good Government Starts Here!

Why We Want You:

We want your expertise, positive energy, drive to succeed, and love of this great state as we work to elevate the expectations Coloradans have of their government.

What You’ll Get From Us:

In return for the skilled work you do, DPA provides a competitive compensation and benefits package to accompany employment opportunities. Please see the Benefits Overview video for details on the benefits offered to employees.

Description of Job

The CORE Operations User Support professional assists users and vendors to effectively and efficiently resolve issues with the CORE software. The role works closely with the CORE Functional and System Administration Subject Matter Experts to provide assistance on tasks that are outside the scope of the role’s knowledge or expertise. The role requires balancing creative and technical problem-solving, customer service, and collaboration to ensure that CORE users and vendors can access and utilize the software and resources they need for work. The goal in this role is to provide assistance to CORE users and vendors that align to DPA’s values of integrity, teamwork, responsiveness, transparency, and service.

Serve as a first level (Tier 1) help desk analyst on the CORE User Support team, providing support to users of the CORE system, the State of Colorado’s enterprise financial system which includes Financials (CORE), Vendor Self Service, Performance Budgeting, Reporting and Labor Allocation.

Be the first point of contact for CORE customers who are experiencing system problems, and provide “quick close” resolution of basic problems, as well as ticket establishment and routing of all other inquiries to appropriate Tier 2 functional or other system experts.

Notify team management of widespread or business-critical service issues when they occur, and assist with follow up with all necessary parties in those instances.

Participate in team meetings, and provide input to User Support issue resolutions and team processes as they evolve.

Coordinate and collaborate with Tier 2 analysts and other team members on ticket review and ongoing improvement actions.

Provide support to vendors for inquiries related to the Vendor Self Service (VSS) website, such as assistance with registration, solicitation submissions, or password resets, and perform other duties as requested.

Support continuous improvement efforts to include Agile methodology adoption, detailed process documentation, and providing input to the CORE Training Specialist role

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

A Human Resources Analyst will only review the work experience/job duties sections of the online job application to determine whether you meet the minimum qualifications for the position for which you are applying. Cover letters and resumes WILL NOT be accepted in lieu of the official State of Colorado online application, but may be attached. Applicants must meet the minimum qualifications to continue in the selection process for this position. Work experience and qualifications must be specifically documented on your online application. Do not use “see resume” or “see attached” statements on your application. Resumes WILL NOT be reviewed for minimum qualification screening.

MINIMUM QUALIFICATIONS:

Education and Experience:

At least a Bachelor’s degree from an accredited institution in a field of study related to the work assignment OR additional appropriate experience will substitute for the degree requirement on a year-for-year basis.
AND
at least one year of professional experience in call center, help-desk or other similar customer service experience related to the work assigned to the position OR additional appropriate education will substitute for the required experience on a year-for-year basis.

Preferred Qualifications:

Previous State Service related to the work assigned to the position

More than one year in a call center, help-desk or other similar customer service role, with demonstrated experience working with customers directly to provide assistance, route or resolve inquiries and issues, and perform any follow up needed.

Good written and oral communication skills, with a demonstrated customer-service orientation and attitude. Strong ownership of customer success as evidenced by timely response and careful follow up with customers as needed.

Team player with demonstrated ability to collaborate and communicate effectively with other team members and subject matter experts to resolve issues and improve service to customers.

Experience in an IT or system-related (ERP, HRIS, etc) call center or help desk setting is a plus.

Knowledge of State of Colorado’s CORE system or CGI Advantage system a plus.

Knowledge of CA-Service Desk call center application helpful.

Punctual; self-motivated; dependable; committed.

Experience with Agile Project Management methodologies is a plus.

Conditions of Employment:

A pre-employment criminal background check will be conducted as part of the selection process.

Effective September 20, 2021, employees will be required to attest to and verify whether or not they are fully vaccinated for COVID-19. Employees who have not been fully vaccinated may be required to submit to serial testing in the future. Upon hire, new employees will have three (3) business days to provide attestation to their status with proof of vaccination. Vaccinated employees must provide proof of vaccination.

Note: Fully Vaccinated means two (2) weeks after a second dose in a two-dose series of the COVID-19 vaccine, such as the Pfizer or Moderna vaccine, or two (2) weeks after the single-dose vaccine, such as Johnson & Johnson’s Janssen vaccine, as defined by the most recent State of Colorado’s Public Health Order and current guidance issued by the Colorado Department of Public Health & Environment.

APPEAL RIGHTS:

If you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.

An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the State Personnel Board by email (dpa_state.personnelboard@state.co.us), postmarked in US Mail or hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or faxed
(303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

For more information about the appeals process, the official appeal form, and how to deliver it to the State Personnel Board; go to spb.colorado.gov; contact the State Personnel Board for assistance at (303) 866-3300; or refer to 4 Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director’s Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, at spb.colorado.gov under Rules.

Supplemental Information

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.
Accommodations: The Department of Personnel & Administration is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Bree Hanson brean.hanson@state.co.us or 303-866-4244

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