Services Management System Specialist

About Us

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, with approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.

Dept of Health and Human Services

Deaf and Hard of Hearing

Program Coordinator II (S)

NC10

As the Services Management System (SMS) Specialist, you will go beyond troubleshooting—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.

Salary Range: $43,267.00 - $75,718.00

• 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.

The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees.

The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.

Bachelor's degree from an appropriately accredited institution and one year of experience related to the area of assignment.