Services Management System Specialist

Program Coordinator II (S) – Services Management System (SMS) Specialist

Agency:
Department of Health and Human Services, Division Deaf and Hard of Hearing (DHHS)

As the Services Management System (SMS) Specialist, you will play a central role in building user confidence, improving data quality, and strengthening staff adoption of SMS, our virtual Salesforce platform for data collection and storage. You will help DSDHH employees navigate SMS effectively, understand system features, and resolve issues quickly and accurately.

• Troubleshoot user reported issues in SMS.
• Identify patterns in user challenges and provide timely solutions or guidance.
• Share best practices, shortcuts, and helpful tips to improve overall user experience.
• Serve as a liaison between SMS users and the SMS team, ensuring clear communication about updates, maintenance, improvements, and known issues.
• Consult with staff to understand their needs and help them use SMS more efficiently.
• Support development and delivery of group and one‑on‑one trainings when needed.
• Gather feedback and evaluate training effectiveness to support continuous improvement.
• Contribute to a positive, user‑friendly support experience across the organization.

• Experience with Salesforce or Salesforce online platforms.
• Experience with SMS training.
• Problem‑solving skills.

• Ability to travel.
• Ability to work weekends if needed.
• Ability to work after hours as needed.

Salary Range: $43,267.00 – $75,718.00.

The State of North Carolina offers comprehensive benefits, including health insurance options, standard and supplemental retirement plans, and the NCFlex program. Employees also receive paid vacation, sick, and community service leave, as well as paid parental leave for eligible employees.

This role is eligible to be hybrid.

The position will close at 11:59 p.m. the night before the end date.

The State of North Carolina is an Equal Opportunity Employer that embraces an Employment First philosophy. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job.

Bachelor's degree from an accredited institution and one year of experience related to the area of assignment, OR an equivalent combination of training and experience.