Job Specification Details

Professional systems support, analysis, troubleshooting of business application systems for a department or agency enterprise system(s). Perform as lead subject matter expert to support systems users. Directs and manages the system-impact analysis of enhancement requests due to business process changes. Ensures multiple projects are integrated to support the system. Works to establish business processes, and agency wide expectations for use of site and management of content, for the learning management system. Provides training and support for department level administrators.

Coordinating, consulting, and technical work at a professional level involving the direction of AHS’s Workforce presence on the Internet and Intranet platforms. Responsibilities include leading the development of statewide web accessibility standards and advise on major accessibility web-based initiatives. Serves as webmaster for the Agency's internal website to ensure the workforce and others understand what we do and can find information about our programs, services, and resources quickly and easily and have access to the tools and resources they need to do their jobs and the information they need to stay informed about issues that affect their work and the clients we serve. Writes, edits, designs, and produces the Agency's outreach and education materials and ensures materials adhere to the Agency's common look and feel standards and the State's brand standards, are written in plain language, and are accessible to our consumers.

Supports the of analysis, planning and coordination of educational, professional, and workforce development needs for the Agency of Human Services. Designs, develops, and implements workforce development initiatives, and programs in collaboration with the organizational development leadership. Works to develop automated workflows to aid in the sustainability projects and the learning management system. Ensure that communications are well coordinated, effectively delivered, cost effective, and responsive to the needs of varied individuals.

Duties are performed under the general direction of the Director of Organizational & Workforce Development. 

Provide expert subject matter, business, and systems support to staff and users of the business' application systems that support users' jobs within Department or Agency 'enterprise' systems. Support includes telephone, e-mail, and in-person requests for assistance for users experiencing issues with using the system. Evaluates and prioritize requests and determines appropriate action for resolution and follow through. Support includes oversight and fixing of data errors resulting from critical interfaces with federal, state, and business-partnered entities. Advises users of system on complex business and program issues through research, analysis based on interpretation of rules and how to use the application in support of appropriate rules and processes. Leads the development and proposal of strategies to reduce workload and enhance flexibility through the use of the business application and recommends potential system enhancements.

Troubleshoots production problems and pursues enhancements and remedies to the business application system and liaises with organizational development staff as necessary. Leads or assists with the identification of systems trends and errors due to bugs or deficient system training. Leads or assists with enhancement of system training to decrease system errors and help requests to include development of ad hoc training or one-on-one training. Trains staff and users of systems as necessary to include train-the-trainer.

Works closely with other AHS and SOV organizational development staff to plan and design user acceptance testing to reflect necessary business requirements. Leads the coordination and oversights of the user acceptance testing to include documentation of issues and resolutions in preparation for official acceptance sign-off. 

Co-leads committee teams in determining and implementing workforce solutions. Including accessibility standards, website drafting, learning and resources support development, communication, implementation and change management strategies. Collaborates with Subject Matter Experts on workforce relevant content development for in person, virtual, and OnDemand training. 

Applies the principles of adult education, universal design, and trauma informed to design and communication.
 
Collaborates with other agencies and departments as requested, to develop and design training for agency, departments. Including evaluating training, providing feedback, and collaboration to develop or utilize specific training.
 
Manages multiple formats of media, websites and ensures AHS learning content are accessible. 

Duties are performed largely in a standard office setting. Private means of transportation should be available for required travel. The role involves intensive interaction with departmental staff to include officials who may advocate strongly for their programs. Must be able to communicate and interact directly with employees at varying degrees of system skill sets as well as varying levels of authority. Conflicting priorities and operational problems may be anticipated; competing priorities and tight deadlines are a frequent occurrence.

The incumbent must be able to grasp a broad array of concepts and projects and be able to organize the information and convey it in a coherent manner (written and/or oral).

Must be skilled in:

• Accessible Communications
• Visual Design
• Video/Photo Editing
• Graphic Design
• Marketing and Communication Strategies
• Adobe Captivate or eLearning Development
• Instructional Design
• Adult Education Principles and practices
• Facilitation
• Data Reporting and Analysis
• Microsoft Suite of Programs

Master level knowledge of organizational programs and the systems that support the programs and operations to include integration and interfaces with operational partners

Expert knowledge of all technology software and systems as they relate to what the organization staff need to know to do their jobs - to include knowledge of network and MS office products.

Knowledge of Citrix, key fobs and remote access for system users.

Knowledge of Agency, State and Federal confidentiality laws, as well as security, and necessary access policies as they pertain to clients and data of the organizations systems.

Knowledge of Change Management strategies and practices.

Considerable knowledge about accessibility in design and or universal design. 

Must possess strong interpersonal, team building, presentation, documentation, and organizational skills.

Ability to analyze complex activities, issues, and situations to identify problems and draw logical conclusions and develop necessary recommendations.

Ability to present complex concepts and analyses and solutions to a wide range of audiences, both orally and in writing.

Knowledge of business requirements documentation and related user acceptance testing principles.

Ability to set priorities and manage workload

Ability to organize and lead teams as well as to work effectively and collaboratively on a team.

Strong organizational abilities and ability to work independently.

Ability to manage multi-department projects in a collaborative manner.

Ability to establish and maintain effective working relationships.

Ability to communicate effectively, both orally and in writing.

Ability to establish parameters and methods for a variety of projects.

Ability to effectively draft and implement policy.

Bachelor's degree in business or computer science AND two (2) years experience at a technical level graphic design or workforce development fields working in a business environment using an enterprise application system.

OR

Five (5) years experience at a technical level graphic design or workforce development fields working in a business environment using an enterprise application system.

Adobe Captivate Specialist

Certified in Instructional Design

Familiar with HTML or JavaScript

Candidates must pass any level of background investigation applicable to the position. In accordance with AHS Policy 4.02, Hiring Standards, Vermont and/or national criminal record checks, as well as DMV and adult and child abuse registry checks, as appropriate to the position under recruitment, will be conducted on candidates, with the exception of those who are current classified state employees seeking transfer, promotion or demotion into an AHS classified position or are persons exercising re-employment (RIF) rights.