Procurement Support Analyst, Learning and Development Division

Overview

Procurement Support Analyst, Learning and Development Division - (260000Y3)

The Massachusetts OIG is an independent state agency charged with preventing and detecting fraud, waste, and abuse in the use of public funds and public property. The OIG oversees how state and local governments use federal, state and local funds and property. The Office is led by the Inspector General of the Commonwealth. The OIG is organized into three bureaus:
Specialty & General Government, Legal & Compliance, and Operations, Training & Publications.

Operations, Training, & Publications Bureau includes the Learning & Development Division, which provides training and technical assistance to state and municipal employees.

Learning and Development educates individuals to help prevent fraud, waste and abuse of public funds and property. There are two units within Learning and Development: OIG Academy and Procurement Support. The Procurement Support unit answers questions and provides technical assistance on public procurement. The Academy uses asynchronous, synchronous and blended instruction methods and delivers in-person classes as well.

Working independently and with the Procurement Support team, the Procurement Support Analyst provides technical assistance to state and municipal employees, vendors, and local officials in a productive, courteous, timely, and professional manner. Under the supervision of the Deputy Director, Procurement Support, responsibilities include responding to and resolving user inquiries in a timely manner, maintaining a strong knowledge base of public procurement requirements and best practices (M.G.L. c.

30B), and providing clear guidance and support to customers. The Analyst collaborates with subject matter experts to understand questions and develop responses related to Massachusetts public procurement laws.

The Analyst will analyze inquiries to the Procurement Support helpdesk, conduct research, and provide guidance related to public procurement, including acquisition and disposition of supplies, services and real property. The position requires the ability to deliver excellent customer service while efficiently processing helpdesk tickets.

• Receive customer inquiries in the OIG helpdesk ticketing system via live call, voicemail, and email.
• Manage and process tickets in accordance with Procurement Support guidelines.
• Document each inquiry through its lifecycle and accurately record all communication in the ticketing system.
• Evaluate the type, complexity, and magnitude of inquiries and resolve or escalate as appropriate.
• Conduct research and analysis to provide accurate responses and solutions to Procurement Support helpdesk inquiries.
• Coordinate and communicate with partner agencies and agency customers in a courteous and respectful manner.
• Provide guidance to local officials, vendors, public employees, and the general public on procurement-related matters.
• Develop strategies and techniques to enhance Procurement Support effectiveness internally and externally.
• Collaborate with the Procurement Support team and external stakeholders to troubleshoot issues and resolve questions.
• Identify new resources to better serve customers and recommend improvements to OIG Academy training materials.
• Review data entry and input Procurement Support helpdesk records for consistency and accuracy.
• Serve as liaison to the OIG’s Data Analytics Division to provide data for dashboards related to the helpdesk.
• Support the Deputy Director and OIG procurement counsel with communications and publications related to changes in M.G.L. c. 30B.
• Generate daily and ad hoc reports and monitor for trends.
• Review and edit material including policies, job aids, and training materials for accuracy and usability.
• Gather feedback from customers to enhance operations.

Key abilities, skills and experience:

• At least three years of experience related to procurement, contracts or operations in a state, municipal or public sector setting.
• A professional and positive demeanor with a customer service approach to problem solving.
• Helpdesk experience supporting external customers with a wide range of business and technical abilities.
• Experience making or returning support service phone calls.
• Experience using ticket tracking software.
• Ability to analyze data to draw conclusions, troubleshoot scenarios and make appropriate recommendations.
• Excellent written and verbal communication skills.
• Ability to work independently.
• Thoroughness and strong attention to detail.
• Demonstrated capacity to plan, coordinate, and handle multiple assignments at once.
• Excellent time management and organizational skills.
• An understanding of Massachusetts government, including familiarity with state statutes and regulations.
• Comfort with using technological tools, including AI Chatbots and Microsoft 365.

Preferred abilities, skills and…