CMS Customer Support Specialist - 61163540

Full Job Description

The mission of the SC Commission for the Blind (SCCB), established in 1966, is to provide quality individualized vocational rehabilitation services, independent living services, and prevention-of-blindness services to South Carolinians who are blind or visually impaired leading to competitive employment and social and economic independence.

Our goal is to become a national model vocational rehabilitation agency for people who are blind and visually impaired, demonstrating quality services, accountability, innovation, effectiveness and efficiency.

Do you want a career doing meaningful work that has a positive impact on people’s lives? Have you thought about a career in state government but weren’t sure how or where to begin?

The SCCB is looking for hard working passionate individuals such as you!

Every SCCB employee is important and a career with the SCCB will give you the opportunity to grow professionally and personally as you play a crucial role in the delivery of services to South Carolinians with visual impairments.

The Case Management System Customer Support Specialist will serve as a liaison between program staff and IT, providing essential support for the system life cycle management, user assistance, training, and auditing of the AWARE Case Management System (CMS).

The responsibilities of the CMS Customer Support Specialist include:

Provides day-to-day customer support to Aware (CMS) users via phone, email and ticketing system.

Speaks with users to diagnose technical issues, troubleshoots user and system errors and finds resolutions.

Escalates unresolved issues and works with vendors, programmers, and other technical staff to resolve issues. Documents and tracks issues in designated helpdesk solutions.

Assist in managing the system life cycle for AWARE (CMS) and other key applications, including participating in system analysis, design, testing, implementation, maintenance, and support. Ensure systems are fully operational and aligned with agency goals.

Serve as a backup trainer for user applications, particularly AWARE (CMS). Develop and deliver training sessions to ensure users are proficient in system functionality and best practices.

Perform audits of the AWARE (CMS) system, including reviewing staff and vendor records to ensure compliance with agency policies, system access controls, and data accuracy.

Perform other duties as assigned.

Requirements

A high school diploma and experience in computer system development and modification. A bachelor's degree in a related area may substitute for the required work experience.

Qualifications

Moderate knowledge of capabilities and intricacies of information systems. Ability to understand and carry out moderately complex technical instructions and requests. Ability to analyze and reduce to logical order moderately complex technical data. Ability to communicate in a clear and concise manner. Ability to work effectively with users, vendors, and other IT personnel. Ability to assist with identifying and resolving problems. Ability to assist with planning, directing, instructing, and reviewing the work of technical personnel. Ability to assist with providing status reports and other technical reports in a clear and concise manner.

Additional Information

The SCCB is committed to providing equal employment opportunities to all applicants and does not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions including, but not limited to, lactation), national origin, age (40 or older), disability or genetic information.

The SCCB offers an exceptional benefits package for full time (FTE) employees:

• Health, dental, vision, long-term disability, and life insurance for employees, spouses, and children,
• 15 days* of annual (vacation) leave per year,
• 15 days of sick leave per year,
• 13 paid holidays,
• Paid Parental Leave,
• Relocation reimbursement for employees hired outside of South Carolina,
• State Retirement Plan and Deferred Compensation Programs, and
• Public Service Loan Forgiveness.

*Employees holding FTE status earn additional annual leave the longer they remain employed with the state.

A copy of your transcript may be uploaded as an attachment to the application. Upon hiring, candidates must submit official college transcript(s) or diploma(s) for degree(s) obtained. Failure to produce an official, certified transcript may result in not being hired or termination.