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Senior Field Support Analyst

2 months ago

Tallahassee, United States State of Florida Full time

Position Overview:
This is a full-time role within the Florida Department of Highway Safety and Motor Vehicles, specifically in the Customer Service Center, which operates as a high-volume call center. The Senior Field Support Analyst will provide expert guidance on inquiries from Tax Collectors, license plate agencies, and regional office personnel regarding policies and procedures related to driver licenses and motor vehicle operations.

Key Responsibilities:
The incumbent will be tasked with:
• Analyzing and enhancing the effectiveness and efficiency of motor vehicle and driver license programs.
• Troubleshooting issues related to motor vehicle and driver license issuance systems, as well as resolving problems with office equipment such as printers and scanners.

Essential Skills and Qualifications:
• Proficient understanding and application of rules, regulations, and policies related to driver licenses and motor vehicle operations.
• Familiarity with state and federal laws governing motor vehicle titles, tags, and registrations.
• Experience with procedural analysis techniques.
• Knowledge of the Orion operating system and related software systems including CSC Expert, FDLIS, FRVIS, CDLIS, and DLI.
• Strong skills in Microsoft Office Suite.
• Excellent verbal and written communication abilities.
• Capacity to establish effective working relationships and manage multiple priorities effectively.

Preferred Experience:
Preference will be given to candidates with:
• At least 1.5 years of experience as a Customer Service Analyst II or III, or
• One year as a Senior Analyst Trainer, or
• Two years as a Driver Licenses Examiner, along with experience in composing professional correspondence.

Work Environment:
This position requires availability for incoming calls and inquiries during standard business hours. The role supports a collaborative environment focused on delivering high-quality service to both internal and external customers.

General Information:
The selection process may include skill assessments and interviews. Candidates must be prepared for a fingerprint-based background investigation as part of the hiring process. The State of Florida is committed to maintaining a Drug-Free workplace and adheres to equal opportunity employment practices.