Technical Support Representative - State Prog Admin

Job Class: State Program Administrator

Working Title: Technical Support Representative

• Who May Apply: Open to all qualified job seekers


• Date Posted: 06/03/2022


• Closing Date: 06/16/2022


• Hiring Agency/Seniority Unit: Administration Dept / Administration-MAPE


• Division/Unit:Knowledge Financial Management


• Work Shift/Work Hours: Day Shift


• Days of Work:Monday-Friday


• Travel Required: No


• Salary Range: $20.91 - $30.24/hourly; $43,660 - $63,141/annually


• Classified Status: Classified


• Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE


• FLSA Status: Nonexempt


• Connect 700 Program Eligible: Yes

Job Summary

As the Technical Support Representative, you will provide assistance to users of ePro a new cloud-based system implemented by MMCAP Infuse to automate the full procure-to-pay process for their vendors and members. ePro encompasses all MMCAP Infuse program areas and consists of such modules as Contract Management, Business Information, and Catalog System. The incumbent will assist team members, customers, and vendor partners with system registration, access, problem resolution, reporting, communication, and continuous improvement. Job duties include:

• Act as a functional/business analyst for all ePro modules.
  
• Provide input to design and performance testing of problem corrections and enhancements.
  
• Write simple SQL queries, upload transactional data, and perform other general maintenance activities. Assist with preparation of communications regarding ePro support activities; validate training materials. Assist with analysis, development and testing of enhancements and problem corrections. Identify issues, evaluate, propose and document solutions.


• Provide First Tier Help Desk support.
  
• Assist with ensuring system integrity by running and reviewing queries and reports.
  
• This position is ideal for someone who enjoys working with customers and within system applications to ensure the best user experience. Technical analytical, data manipulation, strong Excel, and problem solving skills are a must to provide customers the technical support necessary. If you have a customer centric approach and strong technical skills to provide daily user assistance this position will be a good fit for you.

Minimum Qualifications

• Experience in a help desk, call center, help line or technical service support center environment.


• Working knowledge of statistical methods to conduct analyses.
  
• Strong analytical skills and the ability to extract and manipulate data and create reports.
  
• Intermediate to advanced knowledge of Microsoft Excel sufficient to extract and manipulate data and create reports. (Excel skills test will be administered during interview) Working knowledge of Windows operating system, web browsers, and MS Office Suite (Word, PowerPoint, and Outlook).
  
• Understanding of the principles of systems' analysis, design, development and testing.
  
• Strong customer service skills sufficient to: (1) provide prompt, courteous and accurate information to customers on the phone and via email; (2) effectively communicate and elicit information with tact and diplomacy in difficult situations and efficiently resolve customer problems.
  
• Strong communication (written and oral) skills to deliver complete and accurate documentation/presentations, and to communicate complex subjects to customers.
  
• Human relations skills sufficient to establish and maintain effective working relationships with co-workers and diverse customers.
  
• Strong organizational and project management skills.


• Strong problem-solving skills and demonstrated attention to details.

Preferred Qualifications

• Experience working with ERP systems.
  
• Experience with state procurement/contracting processes, state statutes and policies.


• Ability to develop and maintain knowledge of a variety of technical data processing tools.

Additional Requirements

Successful applicants must pass a criminal background check through American Databank and employment reference checks.

Why Work For Us

GREAT BENEFITS PACKAGE! The State of Minnesota offers a comprehensive benefits package including low cost medical and dental insurance, employer paid life insurance, short and long term disability, pre-tax flexible spending accounts, retirement plan, tax-deferred compensation, generous vacation and sick leave, and 11 paid holidays each year.

Our differences make us stronger and leveraging them helps us create a workforce where everyone can thrive. The State of Minnesota is an equal opportunity employer. We are committed to embedding diversity, equity, inclusion, and accessibility at our workplace. We do this by developing strong leaders and advocates, increasing cultural competence and understanding among all employees, and removing institutional barriers and attitudes that prevent employees from advancing as far as their talents will take them. We prohibit discrimination and harassment of any kind based on race, color, creed, religion, national origin, sex (including pregnancy, childbirth and related medical conditions), marital status, familial status, receipt of public assistance, membership or activity in a local human rights commission, disability, genetic information, sexual orientation, gender expression, gender identity, or age.

How to Apply

Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637.

For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about the position, contact Ifrah Dualeh at [email protected] or 651/201-2399.

AN EQUAL OPPORTUNITY EMPLOYER

The State of Minnesota is an equal opportunity, affirmative action, and veteran-friendly employer. We are committed to providing culturally responsive services to all Minnesotans. The State of Minnesota recognizes that a diverse workforce is essential and strongly encourages qualified women, minorities, individuals with disabilities, and veterans to apply.

We will make reasonable accommodations to all qualified applicants with disabilities. If you are an individual with a disability who needs assistance or cannot access the online job application system, please contact the job information line at 651-259-3637 or email [email protected]. Please indicate what assistance you need.