[Hiring] eXPRS Technical Support Specialist 1 @State of Oregon

Role Description

The Oregon Department of Human Services is proud to be an Equal Opportunity Employer. We are guided by our Equity North Star and our vision for a positive RiSE organizational culture that advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups, women, individuals with disabilities, veterans, LGBTQIA2S+ community members, and others to help us achieve our vision of a diverse and inclusive community.

Opportunity awaits! Solving little mysteries every day is what we do at the Office of Developmental Disabilities Services (ODDS), Provider Administration Unit, Technical Assistance Unit. We provide technical support to eXPRS end users including people who receive service and their families, personal support workers and agency and foster providers. If you enjoy fast paced sleuthing where no two days are the same, providing excellent customer service, working from home, and the opportunity to grow your career, apply today!

Note: A cover letter is required, (please limit it to only two pages.) Failure to submit the required cover letter will result in disqualification of your application.

As an eXPRS Technical Support Specialist 1, you will:

• Provide technical expertise and support to eXPRS end users including monitoring and filtering eXPRS Service Desk tickets.
• Gather and analyze information about the user’s issues and needs and determine best way or person to resolve the problem.
• Provide a primary support role for the technical coding of ODDS Enrollment and Eligibilities (DDEE).
• Provide insight and feedback on application enhancements as well as provide end user testing during application development.
• Provide excellent customer service both in writing and verbally to all levels of system users.
• Perform ticket routing and escalation to Tier 2 level support.
• Provide waiver eligibility case coding expertise to business partners.
• Use the information submitted by community business partners, determine the appropriate service eligibility waiver coding and waiver coding dates for individuals with developmental disabilities.
• Follow recommended course of action and policy from ODDS policy, correct waiver or service eligibility coding conflicts or other issues impacting service authorizations.
• Facilitate in answering additional questions and concerns that have increased due to the Agency With Choice (AWC) program from Senate Bill 1521.

Qualifications

• Three years of professional-level evaluative, analytical, and planning work experience.
• Education in Business or Public Administration, Behavioral or Social Sciences, Finance, Political Science, or health, human, or social services, or similar degree will substitute for experience based on the following:
  • Associate’s degree in any of the listed areas substitutes for 18 months of experience.
  • Bachelor's degree in any of the listed areas substitutes for three (3) years of experience.

Requirements

• Attention to detail for following directions, creating grammatically correct documents, maintaining consistency throughout processes and procedures, tracking systems and services, etc.
• Experience working independently with minimal direction and responding appropriately to situations that require immediate attention.
• Experience using time management, organization, and prioritization skills to manage multiple tasks at varying stages, meet competing deadlines, and work effectively in a fast-paced environment with frequent interruptions.
• Experience demonstrating a highly collaborative demeanor, working with others to solve problems, and contributing to the team’s success.
• Experience providing customer service through written and verbal communication while remaining courteous, patient, and supportive to customers.
• Experience working with eXPRS.

Benefits

• ODHS Employee Resource Group communities that promote shared learning.
• Cost of Living Adjustments.
• Annual salary increases (until you reach the top of the listed salary range).
• Amazing benefits package.
• Possible eligibility for the Public Service Loan Forgiveness Program.