Technical Assistance Specialist – Operations & Policy Analyst

Responsibilities

• Provide Tier 3 technical support to end users of the agency application, Provider Enrollment Management System (PEMS), and Case Management system
• Support people receiving services and their families, providers, agencies, Case Management Entity staff, and State staff
• Provide insight and feedback on application enhancements
• Conduct end-user testing during application development for new systems
• Create user roles for the new system
• Develop an implementation plan to procure adequate licenses and assign correct license types
• Develop policies and procedures for logins, passwords, and technical assistance
• Communicate policy and procedure changes to Case Management Entities, community partners, central office staff, and providers
• Monitor project scope and priorities and adjust scheduling and workload
• Work directly with service providers and contractors, including distressed stakeholders
• Adapt to evolving business procedures, systems, and program needs

• Five years of professional-level evaluative, analytical, and planning work experience
• Associate’s degree in Business or Public Administration, Behavioral or Social Sciences, Finance, Political Science, or health, human, or social services, or similar degree substitutes for 18 months of experience
• Bachelor's degree in a listed area substitutes for three years of experience
• Master's degree in a listed area substitutes for four years of experience
• Doctorate degree in a listed area substitutes for five years of experience
• Experience creating/writing technical and comprehensive process documentation, business mapping, manuals, user guides, and standard operating procedures (SOPs)
• Experience working on steering committees and presenting ideas, updates, and reports
• Experience overseeing/managing information systems development and small- to mid-sized projects
• Experience working with contractors, monitoring progress, and reviewing/managing deliverables
• Clear written, direct, and virtual communication across diverse audiences
• Ability to work independently with little direction in a high-volume workload environment
• Ability to prioritize and organize multiple tasks, shift between changing priorities, and meet deadlines
• Required cover letter limited to two pages
• Resume or completed work history profile required
• Criminal history and background check required if selected as a finalist
• Authorization to work in the United States; no visa sponsorship offered
• Ability to report to Salem when business or operational needs require onsite activities

Demonstrates expertise in providing Tier 3 technical support, developing implementation plans, and creating comprehensive documentation. Capable of managing projects, communicating effectively with diverse stakeholders, and adapting to evolving business needs.

• Tier 3 Technical Support
• Project Management
• Technical Documentation Creation
• Stakeholder Communication
• Implementation Planning

• Technical Support
• Process Documentation
• Business Mapping
• User Guide Development
• Standard Operating Procedures (SOPs)
• Information Systems Development
• Project Oversight
• Analytical Skills
• Evaluative Skills
• Planning Skills

• Clear Communication
• Organizational Skills
• Adaptability
• Independence
• Prioritization

• Provider Enrollment Management System (PEMS)
• Case Management System
• Community Partners
• Case Management Entities
• Service Providers
• Contractors
• High-Volume Workload Environment
• Criminal History Check
• Authorization to Work in the United States