Services Management System Specialist

About the role

The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence. Description of Work As the Services Management System (SMS) Specialist, you will go beyond troubleshooting-you will play a central role in building user confidence, improving data quality, and strengthening staff adoption of SMS, our virtual Salesforce platform for data collection and storage. You will help DSDHH employees navigate SMS effectively, understand system features, and resolve issues quickly and accurately. Please see the additional duties and responsibilities for the SMS Specialist below: - Troubleshoot user reported issues in SMS. - Identify patterns in user challenges and provide timely solutions or guidance - Share best practices, shortcuts, and helpful tips to improve overall user experience - Serve as a liaison between SMS users and the SMS team, ensuring clear communication about updates, maintenance, improvements, and known issues - Consult with staff to understand their needs and help them use SMS more efficiently - Support development and delivery of group and one on one trainings when needed - Gather feedback and evaluate training effectiveness to support continuous improvement - Contribute to a positive, user friendly support experience across the organization Knowledge Skills and Abilities/Management Preferences Salary Range: $43,267.00 - $75,718.00 Candidates now meet the minimum qualifications of a position if they meet the minimum education and experience listed on the vacancy announcement. The Knowledge Skills and Abilities/ Management Preferences are not required. Applicants who possess the following skills are preferred. Experience with Salesforce or Salesforce online platforms. Experience with SMS training. Problem solving skills Physical Requirements Ability to travel. Ability to work weekends if needed. Ability to work after hours as needed. This position will close at 11:59 p.m. the night before the end date. This Role Is Eligible To Be Hybrid The Division of Services for the Deaf and Hard of Hearing works to ensure that all Deaf, Hard of Hearing, or DeafBlind North Carolinians have the ability to communicate their needs and to receive information easily and effectively in all aspects of their lives, especially their health and well-being. Compensation & Benefits: The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave. In addition, paid parental leave is available to eligible employees. Visit website for State Benefits Supplemental and Contact Information The North Carolina Department of Health and Human Services (DHHS) is an Equal Opportunity Employer that embraces an Employment First philosophy, which consists of complying with all federal laws, state laws, and Executive Orders. We are committed to reviewing requests for reasonable accommodation at any time during the hiring process or while on the job. For more information about DHHS: https://www.ncdhhs.gov/ . DHHS uses the Merit-Based Recruitment and Selection Plan to fill positions subject to the State Human Resources Act with the most qualified individuals. Hiring salary will be based on relevant qualifications, internal equity, and budgetary considerations pertinent to the advertised position. In accordance with the Governor's Executive Order 303 , our agency supports second-chance employment for individuals who were previously incarcerated or justice-involved. We invite all potential applicants to apply for positions for which they may be qualified. Application Process Be sure to complete the application in its entirety. Resumes will not be accepted in lieu of completing this application. Information should be provided in the appropriate areas, to include the following: Education, including high school and all degrees obtained, Work Experience, and Certificates & Licenses. It is critical to our screening and salary determination process that applications contain comprehensive candidate information. If multiple applications are submitted to an individual posting, only the most recent application received prior to the closing date will be accepted. Applications must be submitted by 5:00 PM on the closing date

Benefits

Additional Information

Agency Dept of Health and Human Services Division Deaf and Hard of Hearing Job Classification Title Program Coordinator II (S) Position Number 65043227 Grade NC10

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