ARIZONA DEPARTMENT OF ADMINISTRATION

Enterprise Resource Planning (ERP) Division

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures

Main Office Location: 100 N. 15th ave Phoenix AZ 85007 

Salary: Up to $48,000 

Grade: 17

Open Until Business Needs Are Met (1st review of resumes 2/28/2026)

At the Arizona Department of Administration (ADOA), we believe that the success of our customers is the ultimate measure of our own. As a Help Desk Analyst within the Enterprise Resource Planning (ERP) Division, you will join the AZ360 Service Desk—a team that is absolutely critical to our mission. In an era where our stakeholders demand and deserve world-class service, your ability to deliver high-tier technical support can be the defining factor between a customer’s success and failure.

In this role, you will act as a primary point of contact for technical assistance related to the AZ360 and PageUp platforms. You will spend your days diagnosing and resolving complex system issues by leveraging the ServiceNow ticketing application, combined with sharp analytical triage and hands-on troubleshooting. Beyond simply answering inquiries, you will be responsible for logging and tracking every request, isolating persistent problems, and implementing thoughtful, client-focused solutions that keep the state’s essential business functions running smoothly. We are looking for a dedicated professional who understands that every ticket represents a person needing help and who is committed to providing a seamless, sophisticated support experience.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

• Provides technical assistance and support for incoming queries and issues related to AZ360 and PageUp. Responds to queries over the phone, email messages from customers seeking help, asks questions to determine nature of problem, and walks customer through problem-solving process.
• Re-assigns and/or escalates tickets to other team members as necessary. Assists with data integrity compliance audits. Runs reports to show data integrity errors. Works with users to maintain data integrity standards.
• Documents, updates and communicates internal processes as required. Provides updates and/or steps for problem resolution to AZ360 Service Desk Analyst. Provides problem resolution for complex issues in a timely manner or escalates tickets to management or next support tier as appropriate. Monitors internal customer service desk ticketing system.
• Provides support/orientation to new users.

Knowledge of:

• Customer Service Principles: Deep understanding of "world-class" service delivery and client-focused solution techniques.
• Technical Support Frameworks: Familiarity with the ServiceNow ticketing environment and general IT support hierarchies (Tiers 1, 2, and 3).
• Enterprise Software: Knowledge of ERP systems (specifically AZ360) and specialized HR/Talent Management software like PageUp.
• Data Governance: Understanding of data integrity standards, audit compliance, and the importance of accurate reporting.

Skills in:

• Analytical Troubleshooting: The ability to perform triage, diagnose system-related issues, and isolate the root cause of complex technical problems.
• Communication & Pedagogy: Skilled in "walking" non-technical users through problem-solving steps via phone or email and providing orientation to new users.
• Technical Writing: Proficiency in documenting internal processes and creating clear, actionable updates for problem resolution.
• Platform Management: Skill in navigating and monitoring internal service desk applications to ensure no request is overlooked.

Abilities to:

• Active Listening: The ability to ask targeted questions to determine the nature of a problem and gauge the user's technical proficiency.
• Prioritization & Escalation: Ability to judge the severity of a ticket and determine when to re-assign or escalate it to management or a higher support tier.
• Attention to Detail: Ability to run reports and identify subtle data integrity errors to maintain system standards.
• Time Management: Ability to provide resolutions for complex issues in a timely manner while maintaining a high volume of ticket documentation.

• Prior experience specifically supporting or using CGI Advantage (AZ360) or PageUp Talent Management software.
• Previous experience providing technical support within a state or local government agency.

• Background and reference check, including state and federal criminal records fingerprint check

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Administration offers a comprehensive benefits package to include:

• Sick leave
• Vacation with 10 paid holidays per year
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program)
• Health and dental insurance
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
  

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

• Participation in ASRS Lifetime Benefit Pension Plan after 26 weeks of employment

• If you have any questions please feel free to contact Christopher Langseth at christopher.langseth@azdoa.gov for assistance
• The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer