Unemployment Insurance System Support Manager

Agency Overview

The Ohio Department of Job and Family Services (ODJFS) supports Ohioans and their families through the following programs:

• Cash and Food Assistance
• Employment Services and Workforce Development
• Unemployment Insurance
• Adult Protective Services
• Child Support

Public service is an honorable way to serve the community in a hands‑on dedicated way. You can make a difference in someone’s world!

• We will be a leader in customer satisfaction.
• We will have a reputation that attracts and retains talented, diverse, and dedicated employees.
• We get better at what we do every day.

The Office of Unemployment Insurance Operations (OUIO) administers Ohio's unemployment insurance program, which provides short-term income to unemployed workers who lose their jobs through no fault of their own. It reduces the hardship felt by families during periods of temporary unemployment and bolsters the local economies by maintaining the purchasing power of the unemployed worker. Learn more about the office by visiting the ODJFS OUIO webpage o.gov/ouc.

• Utilize your analytic skills to assess reported system issues and determine the appropriate path for reporting and resolving them.
• Assist in prioritizing system enhancements and defect fixes.
• Assign resources for testing and analysis activities and ensure thorough testing before authorizing system changes for production.
• Serve as a system SME to provide recommendations for or against system changes.
• Maintain strong relationships with your team through regular evaluation, mentoring, and feedback to stay connected to their work and their overall morale.
• Provide recommendations and information to UI Tech for internal communications and training.
• Attend meetings related to current projects, including those involving requirements, reporting, system changes and communications.
• Stay informed on state and federal laws and regulations that impact Unemployment Insurance (UI).

The System Support Manager will play a key role in defining the support needs for the new UI system and establishing effective processes to meet those needs. The Tax System Support/Testing Manager may face challenges in managing the relationship with the tax system vendor. This role requires consistent oversight, proactive communication, and disciplined tracking to ensure the vendor meets expectations.

• Ability to multi-task.
• Working knowledge of Unemployment Insurance.
• Ability to use a desktop computer.
• General understanding of technical systems and web-based applications.
• Strong analytic skills to identify, assess, and act on issues.
• Effective communication skills for interactions with the team, management, and internal stakeholders.
• Ability to lead system upgrades, rollouts and service improvements.
• Strong organizational and time-management skills.

Full-time. Standard workdays are Monday through Friday. Hours are between 8:00 a.m. and 5:00 p.m.

This position will be headquartered in an ODJFS Facility in one of the following cities - Columbus, Akron, or Dayton. This determination will take into account the proximity to the applicant's home address.

Rhodes State Officer Tower - 30

E. Broad Street, Columbus, OH 43215
Akron - 172 S. Broadway Street, Akron, OH 44308
Dayton - 6680 Poe Avenue, Dayton, OH 45414

Occasional travel within the state of Ohio.

At the State of Ohio, we take care of the team that cares for Ohioans. We provide a variety of quality, competitive benefits to eligible full‑time and part‑time employees*.

• Medical Coverage
• Free Dental, Vision and Basic Life Insurance premiums after completion of eligibility period
• Paid time off, including vacation, personal, sick leave and 11 paid holidays per year
• Childbirth, Adoption, and Foster Care leave
• Education and Development Opportunities (Employee Development Funds, Public Service Loan Forgiveness, and more)
• Public Retirement Systems (such as OPERS, STRS, SERS, and HPRS) & Optional Deferred Compensation (Ohio Deferred Compensation)

This position is in the State of Ohio’s E1 Pay Schedule, Pay Range 14.…