Customer Support Analyst - Departmental Analyst 9-P11 - State Budget Office

Full Job Description

The Center for Educational Performance and Information (CEPI) is housed within State Budget Office and is responsible for coordinating the management, collection, and reporting of all education data, including the electronic exchange of student records between preschool, K-12, and postsecondary education.

Learn more at www.Michigan.gov/budget.

CEPI is recruiting to fill a Customer Support Analyst position in its Customer Support Unit provide front-line customer support services to schools, post-secondary institutions, state agencies, educational associations and others seeking assistance or information regarding CEPI’s educational data collection applications, reports and systems, and related portal and website.

This position performs research and analysis assignments in support of CEPI’s student, school, educational personnel and financial database applications.

As the Customer Support Analyst, your primary activities will include:

• Serve as the first point of contact with schools, state agencies, education associations and others seeking information or assistance via telephone, e-mail, mail and telefax.
• Continuously analyze and interpret new versions of data manuals, frequently asked questions (FAQs), file layouts, error check programs, and other materials in support of CEPI student, school, educational personnel and financial database applications.
• Help create and maintain a knowledge base and issues tracking mechanism. Track and update information related to stakeholder inquiries received (primarily via telephone calls and e-mails).

Resolve stakeholder issues by utilizing independent analysis and problem-solving skills.

When appropriate, direct customers to proper areas of the CEPI website and other sources of information to assist them.

As needed, assign requests to other CEPI or IT support staff for additional research and resolution.

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For more information about this position, please review the duties listed in the provided links:

POSITION DESCRIPTION

JOB SPECIFICATION

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The office location is the Library of Michigan at 702 West Kalamazoo Street, Lansing.

The CEPI currently offers a hybrid work option which requires one day working on-site at the official workstation with the potential of up to four days remote work per week.

Candidates should confirm work location and schedule at the time of interview. Currently, the State of Michigan is unable to offer employment to non-Michigan residents that do not plan to relocate.

Candidates should confirm work location and schedule at the time of interview. Work must be performed in the state of Michigan. If you currently reside outside of Michigan, you must relocate to Michigan to perform the duties of this position. Relocation expenses are not reimbursed.

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This position is being filled as limited term.

Limited Term is an appointment which has an expiration date. For this position, the Limited Term assignment will begin on the date of hire and expire two years from the date of hire.

Limited-Term employees are encouraged and supported in seeking permanent employment within SBO/the State of Michigan prior to the appointments’ end.

Requirements

Education
Possession of a bachelor's degree in any major.


Applicants who possess a degree from a foreign college or university must have their academic credentials evaluated or converted into U.S.

educational equivalents unless the degree has been recognized by the Council on Higher Education Accreditation (CHEA).

Go to evaluators for a list of accepted organizations that evaluate foreign credentials.

Failure to provide this evaluation at the time of application may result in you being screened out of the process.


Experience

Departmental Analyst 9
No specific type or amount is required.

Departmental Analyst 10
One year of professional experience.

Departmental Analyst P11
Two years of professional experience, including one year of experience equivalent to the intermediate (10) level in state service.



Note: Experience is considered professional if the job performed required the possession of a bachelor's degree.





Qualifications

Departmental Analyst 9 - P11
Educational level typically acquired through completion of high school and the equivalent of at least two years of full-time active-duty experience at or above the E-6 level in the uniformed services may be substituted for the education requirement.

Additional Information

Serve Michigan with a Career in State Budget Office

Accounting / Auditing / Budgeting / Finance / Systems Data and Research




Why join CEPI and its Office of Integration and Support team?

Working for CEPI is both challenging and rewarding. Our team members work together through problem solving, collaboration, and supporting one another.




• We offer a hybrid work schedule, with the option to work remotely 4 days a week.
• Idea sharing and formation is encouraged to support continued growth throughout our teams.
• Staff are provided with access to training, resources, and experienced team members.

State Budget Office is committed to providing an inclusive work environment that encompasses a culture of empathy, understanding, and respect with diversity of thought, perspective, and experiences.




For more information on benefits, visit www.mi.gov/employeebenefits.



Don’t miss out on this opportunity to come work with us!




To be considered for this position you must:

• Apply for this position online via NEOGOV; click on "Apply" in the job posting for instructions on submitting your electronic application. Hard copy applications are not accepted.
• Relevant experience and/or education referred to in the supplemental questions must be documented in the resume, transcripts, and application to allow for accurate screening.
• Attach a current cover letter and detailed resume identifying specific experience and dates of employment.
• If applicable, attach a copy of official transcript(s). We accept scanned or electronic copies of official transcripts if they contain the following elements: college/university name and address, degree conferred, date granted, coursework completed, and the registrar's signature and/or seal.?

Failure to complete any of the above items may result in your application not being considered and screened out. See instructions for attaching files here: Instructions(Download PDF reader)




Your application for any position does not guarantee that you will be contacted by the Department/Agency for further consideration. Only those applicants interviewed will be notified of the results.


In accordance with federal law, all new employees must provide proof of identity and eligibility to work in the United States within three business days of beginning employment. DTMB Human Resources uses E-Verify in conjunction with the federal I-9 form to verify authorization of employment. If selected for employment, you must be able to submit proof of your legal right to work in the United States. DTMB does not offer employment sponsorship and DTMB does not participate in STEM-OPT.