Title: Automated Procurement (eVA) Customer Care Analyst and Assistant Supervisor - P0175

Role Title: Policy Planning Specialist I

Hiring Range: $55,000 to $60,000

Pay Band: 4

Agency: Department of General Services

Location: Patrick Henry Building

Agency Website: www.dgs.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Department of General Services, Division of Purchases and Supply (DPS) is seeking a highly qualified candidate to join this fast-paced, exciting environment with the eVA Customer Care Team. eVA is Virginia’s nationally recognized, award-winning online, electronic procurement system used by all State Agencies, Colleges, Universities and approximately 500 local Governments throughout the Commonwealth. This position provides analytic functions and serves as a primary backup to the eVA Customer Care Manager. Duties include providing support to the Manager in areas of daily operations, applying data analysis techniques and reports to facilitate assessment of trends, managing customer surveys, knowledge sharing with eVA Customer Care Specialists and others, and reporting. This position analyzes existing manual processes to identify opportunities to automate tasks and capture performance matrices of the Help Desk/Call Center.

This is a hybrid teleworking position with Monday and Friday remote days, and Tuesday through Thursday onsite.

Minimum Qualifications

• Knowledge of and experience with the concepts of e-Business, e-Commerce and automated procurement systems;
• Experience with research, analysis and quantitative methods;
• Considerable experience using Internet, multiple browsers, e-mail systems, computer hardware and software applications;
• Experience with and proficient in MS Office Word and PowerPoint;
• Advanced proficiency in Excel with experience with VLookups, Sum/Ifs, and creating Pivot-tables with data from various databases to create summaries and analyze reports;
• Experience using database software; including advanced skills and experience working with data queries, ad hoc reporting tools and creating management reports;
• Experience performing as a team lead or backup to a manager;
• Experience working in a team environment;
• Experience with a Help Desk issue ticket tracking system;
• Experience training others or presenting to groups;
• Demonstrated analytical and technical skills to troubleshoot and solve internet application, browser issues, connectivity and other system problems;
• Demonstrated organizational skills with the ability to multi-task and adapt to frequent process change;
• Demonstrated effective written/oral communication skills with both technical and non-technical audiences levels;
• Excellent customer service skills and experience.
  

Preferred Qualifications:

• Associate's degree or a combination of technical certification and some college, preferably with classes in Technology, Customer Service, and Statistical Analysis, or an equivalent combination of work experience and training;
• Experience using MS Access highly desirable.
  

Special Instructions:

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to “Your Application” in your account to check the status of your application for this position.

Notice: DGS will record information from each new employee’s Form I-9 (Employment Eligibility Verification) into the Federal E-Verify system to confirm identity and work authorization.

Sponsorship will not be provided for this position now or in the future. Confirmation of eligibility to work will be required at time of hire.

The selected candidate must pass a criminal background check.

Fax, e-mail or mail applications will not be accepted. The online State application must contain all required information and fully respond to the questions to be considered for this job opportunity.

For assistance or computer access, please visit your local Virginia Employment Office or contact our office at jobs@dgs.virginia.gov or call 804-786-3910.

Applications will be accepted until a suitable pool of candidates is received. After 5 business days, this position may be closed at any time.

The Virginia Department of General Services is an equal opportunity employer. Minorities, individuals with disabilities, veterans, and individuals with AmeriCorps, Peace Corps, and other national service experience are encouraged to apply.

Contact Information:

Name: DGS Human Resources

Phone: 804-786-3910

Email: jobs@dgs.virginia.gov

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.