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SR SERVICE DESK ANALYST (CRM - SALESFORCE)

  • 506465
  • PHOENIX
  • LAND DEPARTMENT
  • Full-time

LAND DEPARTMENT

Since its inception in 1915, the Arizona State Land Department has been entrusted with managing approximately 9.2 million acres of State Trust lands scattered throughout Arizona. The Common Schools (K-12) are the largest beneficiary entitled to approximately 87% of the land and receiving close to 90% of State Trust Land revenues. Through the application of sound stewardship, and effective business management principles, the Land Department can succeed in its mission of responsibly managing the assets of a multi-generational perpetual Trust in alignment with the interests of the beneficiaries and Arizona’s future. Are you ready to join us in our mission?
Please apply today!
For general information, visit our website: www.azland.gov
1616 West Adams Phoenix, AZ 85007

SR SERVICE DESK ANALYST (CRM - SALESFORCE)

LAND DEPARTMENT

Job Location:

Address:  1616 West Adams Phoenix, AZ 85007

Posting Details:

Salary: $20 - $23 

Grade: 21

Closing Date: Open Until Business Needs Are Met

Job Summary:

The Arizona State Land Department manages more than 10,000 leases, permits, rights of ways, sales and other contracts relating to the management use and disposition of 9.2 million acres of State Trust lands. State Trust lands are lands granted to the State of Arizona pursuant to the federal Enabling Act. The Trust lands are held in Trust for the common public schools and 13 other public institutions. Any use or disposition of Trust lands must benefit the Trust's beneficiaries.

Under the direction and guidance of the IT Operations Manager, the CRM Service Desk Analyst serves as the main point of contact for customers utilizing the Department’s Salesforce.com customer portal. This position provides telephonic assistance to existing or potential ASLD lessees / permittees, assisting callers in maneuvering the online permit application process and payment process via the Salesforce platform.

This CRM (Salesforce) Service Desk Analyst will assist customers on the platform by providing information and guidance on the application process, lease and billing status, account assistance, and general technical support. This position will liaise with department sections to gather information related to customer inquiries and relay that information back to the customer. General technical support includes assisting customer with utilization of the Department’s customer portal website and involves troubleshooting issues arising from customer browsers, mobile devices, computers, and internet connection. This position is also responsible for assisting the department’s internal help desk with support tickets as needed.

Job Duties:
  • Assists inbound callers regarding the online lease/permit application process, online payment account access process within the Salesforce environment. Serve as the liaison for departmental sections, facilitating information gathering related to customer inquiries. (30%)
  • Ensures all customer service assigned cases are closed and their resolution is effectively communicated to the customer. (20%)
  • Documents every customer service interaction and solution in Salesforce.com as appropriate for the interaction. Communicates recurring issues to management for remediation. (10%)
  • Establishes and maintains knowledge of all department lease and permit applications and processes to effectively address customer concerns. (10%)
  • Handles application related inquiries to resolve all customer requests, escalating as appropriate for assistance; works with internal resources to analyze requests and determine root causes of issues. (10%)
  • As needed, provides basic technical support and troubleshooting to customers as appropriate. (5%)
  • As needed, assists the department’s help desk and application development team with support tickets as needed. (5%)
  • Applies the principles, theories, and concepts of the Arizona Management System; actively participating in daily group huddles and huddle board updates; continually identifying areas for process and quality improvement; adhering to established standard work and procedures.
  • All other duties as assigned. (5%)
Knowledge, Skills & Abilities (KSAs):

KNOWLEDGE
• Knowledge of the appropriate use of business grammar, punctuation, and formatting of various business documents;
• Knowledge of agency procedures and structure;
• Knowledge of related computer programs for application status, billing, salesforce cases, current land status, and documents;
• Knowledge of processes related to agency operational applications, billing, cases, commissioner orders and other processes affecting customers;
• Intermediate knowledge of desktop and mobile and web applications;
• Knowledge of commonly used operating systems/environments including desktop and mobile configurations;
• Knowledge of common third-party software applications;
• Knowledge of system troubleshooting techniques and procedures;
• Knowledge of professional office management practices and procedures;
• Knowledge reading and interpreting Land legal descriptions.

SKILLS
• Intermediate typing and computer skills;
• Skills in performing detailed and complex work with accuracy and speed;
• Advanced customer service communication and relationship skills - (active listener, clear, articulate verbal and written communicator, and good note taking skills);
• Exceptional analytical and problem-solving skills;
• Advanced remote troubleshooting and multi-tasking skills;
• Advanced end user skill with the CRM system Salesforce.com and electronic forms;
• Use of virtual meeting software and screen sharing;
• Intermediate to advanced skill using general office computer software/programs (i.e. Microsoft Office Suite, Google Suite)

ABILITIES
• Ability to learn and seek training in the research of historical and current computer data and documentation;
• Ability to establish and maintain effective working relationships with inter/intra personnel, public, and lessees;
• Ability to work both independently and collaboratively;
• Ability to handle confidential and sensitive information with appropriate discretion;
• Ability to communicate effectively both verbally and in written form;
• Ability to learn and demonstrate competency of new concepts quickly;
• Ability to contribute as an engaged, effective team player;
• Ability to remain to remain focused on business objectives in high stress scenarios.

Selective Preference(s):

A minimum of 5 years of prior customer service experience in a high-volume environment, interacting with customers via phone, and email. A minimum of 5 years of experience providing end user technical support. A Bachelor’s or Associate’s degree (i.e. communications, business or any other related field of study) or related certification.

Pre-Employment Requirements:

• Prior or after interviewing, candidates may be subject to a pre-employment skills assessment.
• Requires possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment. Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete required driver training. (refer to Arizona Administrative Code R2-10-207.12.)

Benefits:

• Sick leave
• Vacation with 10 paid holidays per year
• 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

For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

• Positions in this classification participate in the Arizona State Retirement System (ASRS).
• Participation is a mandatory condition of employment for all employees who meet the eligibility and membership criteria as defined in statute.
• Enrollment eligibility will become effective after 27 weeks of employment
• The current contribution rate is 12.41%

Contact Us:

If you have trouble applying for this position, please email HRIShelpdesk@azdoa.gov for assistance.

Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by contacting ASLD Human Resources at 602-542-2629. Requests should be made as early as possible to allow time to arrange the accommodation.

Arizona State Government is an AA/EOE/ADA Reasonable Accommodation Employer.

ARIZONA MANAGEMENT SYSTEM (AMS)

All Arizona state employees operate within the Arizona Management System (AMS), an intentional, results-driven approach for doing the work of state government whereby every employee reflects on performance, reduces waste, and commits to continuous improvement with sustainable progress.  Through AMS, every state employee seeks to understand customer needs, identify problems, improve processes, and measure results.  
State employees are highly engaged, collaborative and embrace a culture of public service.

The State of Arizona is an Equal Employment Opportunity Employer.