OES Tier III Help Desk

* this position is open to current colorado residents*

please note: this recruitment may be used to fill multiple vacancies.

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most state of colorado employees are eligible for a great benefit package! Please see the supplemental information section below for details!

the office of economic security houses the operational support team (ost). The ost has oversight responsibility for the help desk team/unit that was created by hb12-1339. This bill was passed to improve and modernize the colorado benefits management system (cbms). As such, this unit was created to work closely with the food and energy assistance division (fead) and the division of economic and workforce support (dews) and the county users of the cbms system in an effort to improve the use of the system.

the office of economic security (oes) shares the colorado department of human services (cdhs) vision to serve coloradans through bold and innovative health and human services. In collaboration with our partners, oes's mission is to provide income, nutritional, and support services to those in need.

the operational support team (ost) serves as the internal operational support unit for the oes on financial management, the colorado benefits management system (cbms) (including the help desk team, which was created by hb12-1339 to improve and modernize the cbms), and research, evaluation, and data activities. As such, this unit was created to work closely with the food and energy assistance division (fead), the division of economic and workforce support (dews), and the county users of the cbms system in an effort to improve the use of the system.

There are three positions within this unit. This unit is responsible for assisting state and county users with the use of the cbms system including: usability, input into new functionality, communication, answering email in-box questions, testing, troubleshooting, researching and documenting defects, and developing state approved work-arounds.

• cbms and peak support
  • position reviews system functionality and documentation to determine the cause of the cbms problem and decides the proper action county end users take.
  • position decides whether cbms functionality is following the definition of a program rule.
  • position decides, in conjunction with automation lead, whether or not the cbms issue is escalated to the policy area for training recommendations. Position works with automation lead to decide whether or not help desk tickets submitted result in a recommendation to respective policies for future cbms changes.
  • position informs county users on the correct way for using the system and inputting data.
• program education
  • this position utilizes statutory authority when providing technical assistance to ensure county departments provide accurate eligibility determination for programs.
  • this position utilizes program rules to guide technical assistance advice and to monitor county program compliance. The program reviews rules to determine necessary changes to improve program delivery.
  • the position utilizes the snap, colorado works, and adult financial policy and procedure manuals to assist caseworkers and supervisors with accurate case management and related documentation in the data system.
• cbms improvement and modernization
  • this position decides which system changes to recommend based on the analysis of tickets and attendance at user meetings.
  • this position assists in the prioritization of fixes or enhancements to the system based upon the questions received from users and an analysis of tickets.
  • this position performs user acceptance testing to ensure changes are adequately tested and the final product meets requirements.
• all other duties as assigned

these requirements are subject to change.

this position is the primary support technician for supplemental nutrition assistance program (snap), colorado works, and adult financial programs as they relate to the cbms data system. As the support technician, this position provides technical assistance to county and state users related to data system functionality for the various programs. This assistance is policy and rule-driven, i.e. Assistance provided is in relation to the various program rules and policies that each division follows.

The position identifies needs, policy concerns, areas of training needed, and makes recommendations to the various programs related to the same. This position coordinates closely with the other state policy staff and the work involves application of extensive cross-program policy knowledge to identify, prevent, and resolve frequent conflicts between programs. The position conducts user acceptance testing for data system changes.

This position assists with ongoing policy discussions.

this position requires six (6) years experience in human services, specifically a…