Job Description

Title: Program Administration Specialist II

Location:

5600 Cox Road, Glen Allen, VA 23060

Pay Rate: $38.00/ Hour

Duration 6 months

Additional information:

Overtime: Possibility of being available, but not mandatory at this time

Temp work hours: 8 am - 5 pm (fluid) lunch period: 12 pm - 1 pm (fluid)

Dress code: Casual

Parking accommodations: None - telecommute Interview

Interview Mode: Virtual

Worksite: Remote but requires one day in the office each month for a team collaboration meeting.

Equipment to be used by the temporary staffing professional(s):

Computer, phone
Computer software to be used:

VaCMS SharePoint Microsoft Office 365 Clear Quest Google Suite
Knowledge, skills, education, and/or experience

Extensive experience or knowledge of Human Services Programs, policies, and procedures, especially local department operations in a state-supervised, locally administered environment. Experience in analyzing complex processes and developing business solutions to complex system issues. Experience using production systems such as VACMS, Keystone Edge, CRM, & COMPASS, but not limited to. Ability to analyze, troubleshoot, test, and implement changes to support a production system; understand detailed functional designs and system workflows Knowledge of Incident Management Systems to properly identify system defects and/or resolve Helpdesk tickets. Understanding of the requirements to plan the development of software applications - design, development, testing, and implementation. Ability to perform UAT and test documentation as needed. Ability to communicate effectively orally and in writing with all levels of customers Experience providing high-level customer service to both internal and external clients professionally and courteously. Experience in translating business requirements into functional requirements by working closely with the business stakeholders and subject matter experts to understand their needs. Experience researching and gathering data, compiling results, and solving problems, using a variety of research / analytical methodologies. Experience using Microsoft Office Suite (Word, Excel, Visio), Google Docs, and Microsoft Teams.
Duties and Responsibilities:

Monitors, assesses trends, and assigns tickets to the Application Support team. Provides timely communication to the Application Support Manager regarding production trends and issues. Notifies end-users of receipt of tickets within 24 hours and provides a resolution within five (5) business days after receipt. If a resolution cannot be completed, suspend the ticket, advise the end user, and forward it for a technical review. Strives for timely & complete resolution by using all available resources and problem-solving skills. Strategies including: UAT to duplicate worker's steps; researching & applying knowledge base articles, broadcasts, FAQs, IBPs, shared documentation, use cases, reference & decision tables, etc.; networking with teammates; and other internal resources to determine root cause & resolution. Identifies and documents production defects or issues and transfers tickets to Tier 3 Support, as needed. Collaborates with strategic and operational planning teams to achieve business goals by attending Release planning meetings as requested for current and future automated solutions across the Enterprise. Maintain up-to-date Application Systems knowledge to effectively support the agency's organizational goals. May be required to perform other duties as assigned.
Job Type: Contract

Pay: Up to $38.00 per hour

Expected hours: 40 per week

Experience:

production systems: 4 years (Required) VACMS, Keystone Edge, CRM, & COMPASS: 2 years (Required) State Client Exp.: 3 years (Required)
Location:

Glen Allen, VA 23060 (Required)
Work Location: In person