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ERS is seeking a self-managed individual that will thrive in a fast paced, high pressure business environment that includes a consistent flow of e-mails from internal and external customers and multiple levels of leadership, with the ability to resolve a high volume of time sensitive system escalations. We are looking for an experienced business professional who can understand and communicate technical information to various groups of individuals on behalf of the business. Someone that is customer focused, can easily identify and understand customer needs, anticipate customer impact, and effectively communicate as appropriate to different audiences. You must be an analytical thinker, a self-starter, have a keen eye for detail, have strong organization and communication skills, and be motivated to meet the demands of customer requests.
Essential Functions
- Serve as Customer Benefits business integration liaison to Information Systems (IS)
- Serve as the division’s technical lead on complex system changes, data fixes and/or project implementation.
- Manage the customer service request life cycle and determine viable system release dates and coordinate with IS and other divisions.
- Manage operational tasks of minor to medium level effort of SQLs, to include running, analyzing and distributing SQL queries to impacted departments within Customer Benefits
- Review and edit requests from users for proposed system changes and additions to determine project scope.
- Review business processes and practices and make recommendations to streamline functions, reduce customer elapsed wait time, and improve the overall customer service experience.
- Review and approve system access and security roles for security administrators, benefit coordinators and vendors.
- Evaluate and disseminates information received from multiple sources, analyzes and validates data received, and translates information into details based on audience and customer need.
- Assess requests received, recognizes and reconciles conflicts, decomposes high-level information into details, and determines user requests from the information presented
- Identify and approve system requirements necessary for project implementation.
- Identify and resolve issues and risks associated with approved projects; identify potential project risks and difficulties, and design strategies to mitigate or avoid them.
- Identify appropriate communication that needs to be relayed to agencies, members, and retirees regarding system changes or enhancements and coordinate that communication with the Customer Benefits Communication Coordinator.
- Work with SMEs and IS Staff in designing and implementing methods to meet the needs of the agency and in prioritizing work orders.
- Collaborate with stakeholders, to identify and document business need, initiate projects, obtain authorization and commitment, and demonstrate project feasibility.
- Compose system enhancement requests.
- Monitor and manage project quality to ensure project deliverables are acceptable.
- Monitor, analyze and resolve errors on member accounts due to system process failures and works with units within Customer Benefits and other Divisions for account corrections.
- Participate in user acceptance testing and testing of new system functionality by developing test plans, validating results, and coordinating testing efforts with QC and end users.
- Provide guidance to end users on devising effective and efficient approaches to achieve objectives.
- Analyze, document, and test new or existing business processes and procedures for process efficiency and effectiveness.
- Analyzes, compiles and distributes information for potential corrections, impacting member benefits to units within Customer Benefits.
- Communicate project information and system changes effectively to management and impacted areas.
- Communicate and explains laws, rules, and procedures governing member and retiree benefits, verbal or written, with agencies, members and retirees.
- Research, analyze, and triage member and/or system issues.
- Update set up tables in the PeopleSoft system.
- Assists with gathering and organizing data, and drafting or editing division materials such as forms, manuals, letters, charts, policies, and procedures.
Required Minimum Qualifications
Your application for employment must reflect how you meet each of the following minimum qualifications:
- Completion of two (2) years (60 semester hours) of college credit from an accredited college or university. Qualifying experience may substitute for education.
- Two (2) years of business experience analyzing system, and/or process requirements.
- Two (2) years of experience assisting with transforming user requirements into functional requirement specifications.
- Two (2) years of experience gathering and documenting system process or procedures.
- Two (2) years of experience investigating and triaging member account/system issues.
- Two (2) years of experience managing multiple projects, including prioritizing tasks, meeting deadlines, and/or tracking progress.
Preferred Qualifications
Your application for employment should reflect how you meet the following preferred qualifications:
- Experience with PeopleSoft.
- Experience with project (UAT) testing and project timelines.
- Experience with Pension and Benefits Administration.
PLEASE NOTE: All applications should contain complete job history entries, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.
Other Information
This position may require access to privileged, confidential, or sensitive data. ERS will conduct either a TXDPS or FBI criminal history check on all new hires. For more information about this policy inquiries can be made to employment@ers.texas.gov.
Military Occupational Specialty (MOS) Codes
Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty (https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf) along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Human Resources at employment@ers.texas.gov with questions or for additional information.
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