DEO-GOVERNMENT OPERATIONS CONSULTANT II

Job title: DEO-GOVERNMENT OPERATIONS CONSULTANT II

Company: State of Florida

Job description: Requisition No: 432141

Agency: Economic Opportunity

Working Title: 432141-DEO-GOVERNMENT OPERATIONS CONSULTANT II – 40032025

Position Number: 40032025

Salary: $38,659.92 – $45,000.00 Annually

Posting Closing Date: 08/05/2021

Our Organization and Mission:

The Florida Department of Economic Opportunity (DEO) works across the state to support Florida’s economy, robust and talented workforce and our local communities. We are dedicated to making a stronger and more resilient Florida, so our businesses, communities and workforce are better prepared to withstand future economic slowdowns and natural disasters.

In collaboration with our partners, we salute our nation’s veterans and are honored to have the opportunity to support them and their family members by encouraging them to apply for positions at DEO that fit their skill sets.

The Florida Department of Economic Opportunity is an Equal Opportunity Employer/Program. Auxiliary aids and services are available upon request to individuals with disabilities. (TTY/TDD 1-800-955-8771 or the Florida Relay Service – 711.)

Let DEO’s mission become yours. To find out more about us, click on the link:

The Work You Will Do:

The Government Operations Consultant II is a member of the Customer Information Center (CIC) within the Bureau of One-Stop and Program Support, Division of Workforce Services. This position works in a contact center environment and serves a critical role in the front lines of Florida’s workforce system and requires effective communication skills and independent judgment.

In this role, you will serve as the lead Employ Florida employer account liaison for the Employer Services function in the CIC. The position will include consulting with staff, supervisors, local workforce development board staff, and the vendor to provide satisfactory resolution to incidents, change orders, and enhancements to the Employ Florida system.

In this role you will be assisting with training new staff regarding all aspects of the Customer Information Center job requirements, assisting in the development of desk aids, resource guides and procedural documents for use by the CIC team. Therefore, we are seeking a candidate who has excellent written and verbal communication training and customer service skills and works well independently as well as part of a team. Additionally, we are seeking a candidate who is skilled in researching, troubleshooting and resolving issues.

The Difference You Will Make:

DEO is a fast-paced work environment in which critical thinking and prioritizing are a must. You will play a critical role in supporting labor exchange in the state of Florida, through EmployFlorida.com; connecting job seekers with employers. This vital role fosters self-sufficiency for residents of Florida and creates economic growth and development within the state. In this position, the employee serves to protect Floridians and the integrity of the Employ Florida website by properly vetting employers and running report analysis to identify patterns and capture anomalies.

How You Will Grow:

DEO encourages its employees to constantly innovate and seek efficiencies. Trainings are made available throughout the year and on request with our Office of HR Training and with our Bureau’s Workforce Training & Coordination Unit. In accordance with DEO’s Vision and Mission, the employee:

• Furthers Florida’s economic vision by providing support that enhances the economy and develops, safe, and healthy communities.
• Meets customer/client expectations with an emphasis on responsiveness, quality, quantity, and timeliness of work.
• Provides information clearly, accurately, and succinctly; and exhibits good listening skills.
• Works collaboratively to optimize the effectiveness of DEO’s available resources and tools.
• Uses knowledge acquired through education, training, or experience to complete tasks.

These expectations are for all our employees, and you will be expected to model these as a leader. We believe in supporting and encouraging you as you take on important and often complex projects while offering you the opportunity to gain valuable experience.

Within the CIC, you will receive a specific, tailored training plan to support your success in this role. Continuous training is provided regularly to ensure team members have the necessary knowledge and professional development to succeed in today’s ever-changing climate.

Where You Will Work:
Tallahassee is Florida’s Capital City and continues to grow attracting development and new business. Tallahassee is a mid-sized city in the heart of Florida’s Big Bend. DEO is in Downtown Tallahassee, the political epicenter that draws in visitors each year to visit the Capitol. Each spring, the legislative session opens, and people pour in to see the State perform its business. So regardless of what brought you here, being here will guarantee you an experience vibrant with entertainment, culture and delight.
Tallahassee is:

• Known for its beautiful parks, rolling hills and oak trees, canopied roads, hotels, dining, museums, arts, music and natural resources (

) * Home to major college campuses, Florida State University(FSU), Florida A & M University (FAMU) and Tallahassee Community College (TCC).

• Approximately 22 miles from the nearest beach (

)

• Within a state having no state income tax for residents of Florida

WORKING FOR THE STATE OF FLORIDA IS MORE THAN A PAYCHECK!!

• State Group Insurance coverage options+ * Retirement plan options, including employer

(health, life, dental, vision, and other supplemental options) contributions (FYI, please click )

• Nine paid holidays and a Personal Holiday each year * Annual and Sick Leave Benefits
• Student Loan Forgiveness Program (Eligibility required) * Flexible Spending Accounts
• Tuition Fee Waivers (Accepted by major Florida colleges/universities) * Ongoing comprehensive training provided
• Career Growth * Highly skilled, professional environment

+For a more complete list of benefits, visit .

• We care about the success of our employees.

• We care about the success of our clients.

• We are always improving our technology, our tools, our customer’s experiences and ourselves.

• A rewarding experience for reliable, compassionate and professional employees.

Pay:

$38,659.92 – $45,000.00 Annually

Your Specific Responsibilities:

• Handle escalated technical support calls and emails from jobseekers, employers and/or local workforce development boards (LWDBs) regarding the state’s management information systems – One-Stop Service Tracking (OSST) and Employ Florida. The incumbent provides program-specific guidance to CIC staff and customers regarding the Employ Florida system.
• Serve as the lead employer account liaison for the Employer Services function in the CIC. This includes appropriately vetting all out-of-state employer registrations using the required steps and providing technical assistance to employers seeking to utilize Employ Florida for job postings/recruitment. Coordinate with the appropriate internal and external partners to aide with establishing and reviewing state-level policy that impacts employers utilizing Employ Florida.
• Monitor Employ Florida for suspicious activity via random sampling as well as analyzing anomalous pattern reports. Respond to incidents reported by customers, internal staff and Local Workforce Development Board (LWDB) staff. Utilize established protocols to report suspicious activity to supervisor and internal security staff, as necessary. Provide notification to affected jobseekers as required.

• Field technical questions about the structural and functional elements of the Employ Florida website as it pertains to major programs operated within the site. Attends related technology conferences and represents DEO as required. Identify, track, monitor, and assist in the resolution of system issues with Employ Florida. Consult with program staff, supervisors, LWDB staff, and vendor to provide satisfactory resolution to incidents, change orders, and enhancements to the Employ Florida system.
• Provide support for Third-Party Administrators and LWDBs as it relates to job orders and employer registrations.
• Perform related work as required.

Required Knowledge, Skills, and Abilities:

• Knowledge of public call/contact center operations
• Knowledge of the methods of research, data collection and analysis
• Strong customer service skills and the ability to handle escalated technical or customer service related issues
• Intermediate-level Microsoft Outlook, Word, Excel, PowerPoint and SharePoint skills
• Ability to utilize Cisco’s call center software
• Ability to use the One-Stop Service Tracking and Employ Florida systems
• Ability to remotely troubleshoot computer settings and connectivity issues with only verbal or email input from users
• Ability to effectively develop interpersonal relationships and relate to individuals from various socio-economic backgrounds
• Ability to organize data into logical format for presentation in reports, documents, and other written materials
• Ability to utilize problem solving techniques
• Ability to navigate complex web applications
• Ability to utilize effective leadership skills and management techniques
• Ability to communicate effectively both verbally and in writing

Qualifications:
As a condition of pre-employment eligibility, a Level 2 security background screening is required, which consists of fingerprinting and a check of local, state and national law enforcement records.

Minimum –

• Duties and responsibilities of this position must be performed at the official work site of the Department.
• Minimal travel may be required (less than 10%).

Preferred

• Bachelor’s degree from an accredited college or university or four years of equivalent, relevant work experience.

• Experience working in a contact/call center environment and/or troubleshooting technical web-based systems via telephone or email.
• Experience with workforce development programs.
• Fluent in more than one language.

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.

VETERANS’ PREFERENCE. Pursuant to Chapter 295, Florida Statutes, candidates eligible for Veterans’ Preference will receive preference in employment for Career Service vacancies and are encouraged to apply. Candidates claiming Veterans’ Preference must attach supporting documentation with each submission that includes character of service (for example, DD Form 214 Member Copy #4) along with any other documentation as required by Rule 55A-7, Florida Administrative Code. Veterans’ Preference documentation requirements are available by clicking . All documentation is due by the close of the vacancy announcement.

Expected salary: $38659.92 – 45000 per year

Location: Tallahassee, FL

Job date: Sat, 31 Jul 2021 06:51:43 GMT

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