ARIZONA DEPARTMENT OF ADMINISTRATION

State Procurement Office (SPO)

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: 1400 W Washington St, Suite 300 Phoenix AZ 85007

Salary: Up to $50,400.00 

Grade: 21

Open Until Business Needs Are Met 

Join the Arizona Department of Administration, State Procurement Office as a dynamic lead Help Desk analyst! In this vital role, you will serve as a primary source of technical assistance to a diverse user base, including approximately 120 state agencies, boards, commissions, over 500 Arizona cooperative members, and more than 30,000 registered vendors within the State's electronic procurement system.

As a seasoned professional, you will guide and train new Help Desk analysts, troubleshoot technical issues from state agencies and the public via telephone and email, and deliver on-the-spot training for vendors using various methods. You will be documenting user issues and resolutions meticulously in a tracking system and have the authority to escalate matters as needed.

Your expertise as a lead subject matter expert will shine through your in-depth understanding of the electronic procurement system's user interface and state procurement processes. You will also spearhead the implementation of standard procedures for system access, create essential vendor support documents, and manage data extraction from the system.

In addition to your technical prowess, you will offer administrative support to the Help Desk and occasionally to the department. Your role is crucial in resolving complex technical issues, acting as the escalation point for Level 1 challenges, and managing high visibility or high priority requests.

If you are a problem-solver with excellent technical and administrative skills, ready to take on a leadership role within the State Procurement Office, we encourage you to apply for this exciting opportunity!

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.

• Acts ad lead on and provides eProcurement system technical support via telephone and e-mail, such as responding to user questions, diagnosing technical problems on the system side and documenting user contacts in an issue tracking system
• Resolution of complex technical issues within APP system - including major blocking errors, organizational set ups complications, etc
• Escalation point for complex, high visibility, and high priority technical issues
• Perform system administration tasks
• Test and verify functionality
• Provides one-on-one eProcurement system spot training to team mates, vendors via telephone or remote PC connection
• Act as lead subject matter expert in creating and updating eProcurement system end-user documentation
• Participates in professional development and other training opportunities to stay up-to-date on eProcurement system functionality and industry trends, as well as general procurement knowledge
  
• Other duties as assigned

Knowledge of:

• Agency policies and procedures as they pertain to information technology usage
• State's eProcurement system, ProcureAZ
• Computer applications including Word and Excel
• Principles and process for providing customer and personal service including customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction
• Basic knowledge of goods and services procurement

Skills in:

• Teaching others
• Determining causes of operating errors and deciding how to correct
• Written and verbal communication
• Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times

Ability to:

• Listen and understand information and ideas presented through spoken words and sentences
• Read and understand information and ideas presented in writing
• Communicate information and ideas in speaking so others will understand
• Tell when something is wrong or likely to go wrong; it does not involve solving the problems, only recognizing there is a problem
• Speak clearly so others can understand you
• Communicate information and ideas in writing so others will understand
• Apply general rules to specific problems to produce answers that make sense

• Any combination of training, education and experience equivalent to three years recent experience in IT service desk and / or call center environment
• A bachelor's degree from any accredited university with an emphasis on computer science, computer business applications, information systems or related field is preferred

• Background and reference check, including a criminal records verification

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 pilot 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 27 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