The State Accounting Office (SAO) provides accounting and financial reporting expertise for the State and is responsible for statewide financial reporting, oversight, and management of the State’s Enterprise Resource Planning (ERP) system, establishing accounting policy, providing business process improvement recommendations, and operation of the shared services’ offerings such as payroll and vendor management.

Position Description

The Customer Service Center (CSC) works and communicates with state employees, internal customers and/or external customers to provide information and services targeted to meet customer expectations. The CSC is the initial contact with the State Accounting Office (SAO) for TeamWorks PeopleSoft Human Capital Management (HCM) and Financials application services and support.

The Customer Service Manager will manage the SAO Customer Service Center which includes a team of six analysts and receives approximately 250-300 calls/tickets daily. The primary role is to manage the day-to-day CSC operations, supervise the Help Desk Analysts on the team, and support the mission and direction of SAO leadership. This is a working manager role where the day-to-day responsibilities are accomplished by directly working with the team, direct customers, and other internal and external partners.

Help Desk Analyst Supv (Customer Service Manager) – ITP153

Pay Grade: L

Salary range:  $45,982.94 - $63,547.06

Primary Duties & Responsibilities:

• Function as software administrator for Platform 28, Oracle Service Cloud - Customer Relationship Management (CRM) on Demand, SharePoint, and Chat, and as liaison between Oracle, CPI, Platform28, DOAS, SAO Tier2 and managers
• Manage upgrades to CSC systems and provide testing
• Manage CRM tickets, check for quality, track relevant trends, identify anomalies, customer escalations, and coordinate effectively between CSC analysts and Business Analyst teams
• Assign CRM tickets quickly and appropriately and maintain an orderly workflow according to priorities
• Oversee call monitoring efforts by reviewing sample data set of tickets and call recordings to improve daily operations, security procedures and training efforts to maintain the CSC for quality control, improvement, and development
• Technically and logically address and troubleshoot issues pertaining to the CSC’s unique software/hardware needs
• Improve customer service experience, create engaged customers, and facilitate organic growth, taking ownership of customers issues and following problems through to resolution
• Develop service procedures, policies, and standards
• Analyze statistics and compile reports, keeping accurate records and document customer service actions and discussion
• Recruit, mentor and develop help desk analysts and nurture an environment where they can excel through encouragement and empowerment
• Effectively outline training opportunities and coordinate team meetings
• Keep ahead of industry’s developments and apply best practices to areas of improvement
• Control resources and utilize assets to achieve qualitative and quantitative targets

Skills and Competencies:

• Strong working knowledge of Customer Relationship Management (CRM on Demand) and Platform 28
• Extensive knowledge of PeopleSoft Financials and Human Capital Management
• Ability to multi-task and prioritize
• Ability to establish and maintain effective working relationships with others
• Excellent verbal and written communication skills

Minimum Qualifications:

Bachelor's degree in a related field from an accredited college or university AND Two years of experienc supervising in a call center or help desk environment OR Associates degree from an accredited college or university AND Four years’ experience at the lower level (ITP152) job or position equivalent. Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

Preferred Qualifications:

Preference may be given to applicants who, in addition to meeting the Minimum Qualifications, possess the following:

• Five years’ experience in a supervisory position
• Knowledge of data analytics
• Three to five years’ experience in customer service or help desk environment

Application/Resume must clearly describe relevant qualifications and experience.

NOTE: The State Accounting Office conducts background checks on all final candidates. Hiring of applicants is contingent upon satisfactory results of criminal background\records check, employment and education verification, employment reference checks, credit evaluation and professional license checks (where applicable).

All qualified applicants will be considered but may not necessarily receive an interview. Selected applicants will be contacted by the hiring agency for next steps in the selection process. Applicants who are not selected will not receive notification. This posting may close at any time prior to the published closing date once a suitable applicant pool is identified.

The State Accounting Office is an Equal Opportunity Employer