ACCOUNTANT



Michigan Public Health Institute

Position Description

Title: MI Bridges Support Coordinator

Employee Name: TBD

Supervisor: Phillip Bergquist

Purpose: The MI Bridges Support Coordinator will administer processes and coordinate efforts designed to resolve defects and barriers, as well as assist in identifying and pursuing opportunities for improvement, that MI Bridges users of all types (Michigan residents, MDHHS staff, and partner organization staff) experience.

Duties and Responsibilities:

• Serve as a member of the business ownership team for MI Bridges, with special emphasis on providing leadership to production support processes in partnership with technology and testing vendors.

• Assist in the analysis and prioritization of defects and user’s barriers, including engaging users to gather information about their experience when needed.

• Provide oversight for the technology team in developing designs and selecting solutions to resolve user barriers.

• Monitor production defects and user barrier resolution as well as associated testing processes, including validating the resolution of defects/barriers.

• Communicate to users regarding how defects/barriers may impact their MI Bridges experience through various mechanisms (ranging from one-on-one to mass communication) and ensure resolution timelines are shared appropriately.

• Prepare and distribute system functionality focused messaging across communications channels (MI Bridges announcements, partners emails, staff conference calls, help desk scripts, release notes etc.) in conjunction with MDHHS communications (as needed).

• Monitor, analyze and appropriately route user feedback to applicable team members for consideration and follow-up.

• Coordinate with and support the functions of the MI Bridges Help Desk, including ensuring the help desk contractor has the information and training/preparation needed to provide quality user service.

• Coordinate with and support (as needed) the needs of Bridges Resource Center (BRC) staff related to MI Bridges.

• Maintain a strong working relationship with the MI Bridges Help Desk, BRC and other user contact points to ensure strong communication, coordinated messaging, and timely issue resolution amongst all teams with user-facing responsibilities.

• Maintain a strong working relationship with supporting systems and other applicable partners that impact MI Bridges performance, stability and user experience.

• Support the MI Bridges team in conducting user engagement and testing activities to drive user-centered design, with a special emphasis on improvement-focused testing.

• Support the MI Bridges team in developing new and enhanced MI Bridges functionality, with special emphasis on supporting user acceptance and performance testing partners, as well as reviewing the results of testing, prioritizing, and resolving test findings.

• Participate in MI Bridges team efforts as requested including giving presentations, providing training, business readiness, and local office / partner engagement.

• Other duties as assigned.

Qualifications/Requirements:

Education: A bachelor’s degree in a relevant major. Educational background in health, human services or information technology preferred. (A college transcript may be required prior to completion of the hiring process.)

Experience: Preferred candidates will have 2+ years of experience in social/community services, human services, public health, public administration or similar professional background. Experience related to large

Important Skills and Characteristics:

• Excellent oral and written communication skills.

• Ability to process large volumes of information quickly, and apply knowledge in the development of strategy, implementation plans, and programmatic improvements.

• Ability to assess problems, determine solutions and make recommendations within a timely manner.

• Ability to effectively develop relationships with a diverse group of stakeholders.

• Ability to handle multiple tasks and manage competing priorities with a high degree of organization.

• Assertiveness and inquisitiveness to support some self-direction.

• Proficiency in Microsoft Office—Excel, PowerPoint, Outlook, Word (tests in one or more products may be administered).

Work Environment and Physical Requirements:

• This position will be located in the Lansing area in a standard office environment.

• This position will require viewing a CRT or VDT screen 25% to 75% of the time.

• The position will require occasional physical effort, including lifting materials and equipment up to 50 pounds.

• The position requires a valid vehicle operator’s license to attend off-site meetings, conferences and trainings.

RESPONSIBILITY FOR THE WORK OF OTHERS:

The Support Coordinator will not be responsible for managing the work of other staff, but will have responsibility for ensuring the efforts of contractual partners are carried out acceptably. The Support Coordinator will work as part of a team, but with a meaningful amount of self-direction on day-to-day activities (with ongoing supportive guidance) including: communication and technical assistance for users; development of problem solving approaches; troubleshooting project activities; documentation and maintenance of relevant reports, correspondence, and contracts; meetings, appointments, and travel arrangements/schedule; collaboration and communication with multiple, diverse stakeholders.

IMPACT ON PROJECTS, SERVICES AND OPERATIONS

The Support Coordinator will have direct contact with Michigan residents, MDHHS employees at multiple levels, contractors, and a diverse set of partner stakeholders. The Support Coordinator will function as a subject matter expert and representative of the business ownership team. The quality of the work and the professionalism exhibited by the Support Coordinator will directly affect the perception of MDHHS among users and stakeholders.

REQUIRED COMMUNICATION

(Illustrative examples, not an exhaustive list.)

Contact Person/Group Frequency Purpose

Manager, Policy and Strategic Initiatives Daily Direction

Policy and Strategic Initiatives Team Daily Collaboration

MI Bridges Partner Team Daily Collaboration

MI Bridges Help Desk Weekly Administer

MI Bridges Technology Team Daily Administer

Integrated Service Delivery Project Management Daily Coordination

“For purposes of employment standards, this classification is “Exempt” from the overtime provisions of the Fair Labor Standards Act.”

Signature________________________________________ Date_________________

Employee Signature

Signature_________________________________________ Date_________________

Supervisor or Program Director

-----------------------

To Be Completed By Human Resources

Classification ______________

Salary Grade _______________

Position Number___________________

Classification _____________________

Salary Code ______________________

................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download