Software Administrator and User Support Specialist

About the Organization:

The Division of Occupational Licensure (DOL), an agency within the Office of Consumer Affairs and Business Regulation (OCABR), protects consumers by making sure the professionals they hire comply with state licensing laws. DOL oversees 26 boards of registration, which license and regulate more than 500,000 individuals and businesses to practice over 100 trades and professions. DOL also licenses and regulates the Office of Public Safety and Inspections (OPSI), and the Office of Private Occupational Schools.

The mission of DOL is to protect the public health, safety and welfare by licensing qualified individuals and businesses to provide services to consumers. In addition, it is the duty of the DOL to ensure fair and consistent enforcement of the licensing laws and regulations. DOL seeks to promote consumer protection, a fair and competitive marketplace, and education and outreach.

The Division of Occupational Licensure is committed to creating and sustaining a work culture that is welcoming, inclusive, and mutually respectful to all its employees regardless of race, color, age, creed, religion, national origin, ethnicity, sex, gender identity or expression, sexual orientation, genetic information, veteran or disability status. We strive to reflect diversity in all facets and levels of our agency. The Division of Occupational Licensure values inclusiveness and diversity within their employee and management teams. Within our community we strive to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

The Division of Occupational Licensure is committed to ensuring a diverse and inclusive workplace where all employees feel respected, valued, and empowered to maximize their skills and talents to serve our citizens.

About the Role:

The Software Administrator and User Support Specialist (Program Coordinator I) position assists the DOL in supporting the Salesforce-based and other software utilized by Agency business units. Specifically, this position is responsible for providing the first-tier end user support for the Salesforce-based eLIPSE and other Agency licensing, permitting and inspections software, including creating new accounts, amending existing accounts, re-setting user carts, performing troubleshooting activities, and creating custom reports for staff. In addition, the incumbent in this position is responsible for assisting with programming changes, maintenance, and quality assurance testing of the system along with any related business requirements gathering and documentation work.

The primary work location for this role will be 1 Federal St, Boston, The work schedule for this position is Monday through Friday, 8:45AM to 5:00PM EST. This position is expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.

Duties and Responsibilities: (these duties are a general summary and not all inclusive):

• Administer and support our Salesforce platform and other licensing, permitting and inspections software application(s), including account creation and deletion, providing support to internal users, providing support to members of the public that utilize our customer portal(s), documentation, and escalation of issues to higher tier support resources as needed.

• Respond to constituent and DOL staff inquiries to the production support mailbox and/or other technical help portals utilizing a customer service approach.
• Participate in and learn DOL's Software Development Lifecycle and the governing Agile principles set forth in our standards for development, including use of Jira and other IT project management applications.
• Develop ad hoc reports as needed and in accordance with specifications provided by the business units.
• Participate in quality assurance testing and report findings according to established protocols.
• Participate in the preparation of user training materials such as job aids and quick reference guides. 
• Participate in the development and review of business process documentation.
• Participate in stakeholder meetings with internal business units to further define system enhancements.
• Perform data quality, system integration, and program integrity checks. 
• Perform deduplication, account merge, and other quality functions. 
• Undertake other duties or projects as assigned by their supervisor based on the operational needs of the Agency.

Preferred Knowledge, Skills, and Abilities:

• A minimum of 1 year of IT/helpdesk support experience is preferred
• General knowledge of ticketing system and help desk practices.
• Intermediate level knowledge of CRM environments.
• Familiarity with Low Code / No Code platform environments.
• Ability to track progress of projects and user-reported tickets through SaaS-based project management tools such as Jira and Microsoft DevOps.
• Ability to understand, explain, and apply the rules, regulations, policies, procedures, specifications, standards, and guidelines governing each board and the overall unit activities.
• Knowledge of the methods of general report writing, including writing and editing.
• Knowledge of the types and uses of general office equipment.
• Ability to analyze and determine the applicability of data, to draw conclusions, and to make appropriate recommendations.
• Ability to assemble information in accordance with established procedures.
• Ability to communicate effectively in oral expression, to deal tactfully with others, to exercise discretion in handling confidential information, to exercise sound judgment, to follow written and oral instructions, to maintain records, to write concisely, to express thoughts clearly and to develop ideas in logical sequence.
• Knowledge of and experience with PC technology, specifically Microsoft Word, Microsoft Excel, Microsoft Access.
• Ability to learn and use proprietary computer programs.

SALARY PLACEMENT IS DETERMINED BY YEARS OF EXPERIENCE AND EDUCATION DIRECTLY RELATED TO THE POSITION AND THE HUMAN RESOURCES DIVISION'S RECRUITING GUIDELINES. IN THE CASE OF A PROMOTIONAL OPPORTUNITY, THE SALARY PROVISIONS OF THE APPLICABLE COLLECTIVE BARGAINING AGREEMENT WILL APPLY TO (OR WILL BE UTILIZED FOR) PLACEMENT WITHIN THE SALARY RANGE.

MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) two years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A Bachelor's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.*

II. A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer.  Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law.  Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100%25 of the job requirements.  We encourage individuals who believe they have the skills necessary to thrive to apply for this role.