Minnesota IT Services

The MNIT DHS team supports complex and varied technical needs, including systems that provide health care coverage, deliver child protection and welfare services, and provide support for Minnesotans with special needs including mental illness, chemical dependencies, and physical or developmental disabilities.. As a Service Desk Analyst for MNIT DHS, you will provide application support to our partners at the Minnesota Department of Human Services (DHS) and MNsure.. Two (2) years of firsthand end-user experience with one (1) or more of the following Minnesota Department of Human Services business applications: MAXIS, SMI (Shared Master Index), MMIS (Medicaid Medical Information System), SSIS (Social Security Information System), MnCHOICES, Minnesota Information Transfer System (MN-ITS), and/or METS (Minnesota Eligibility Technical System).. Experience with two (2) or more of the business applications used by the Minnesota Department of Human Services (METS, MnCHOICES, SSIS, SMI, MMIS, and/or MN-ITS).. Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care

service desk analyst

Working Title: Service Desk Analyst Job Class: Information Technology Specialist 2 Agency: Minnesota IT Services <ul><li>Job ID: 76364</li><li>Location: St. Paul</li><li>Telework Eligible: Yes</li><li>Full/Part Time: Full-Time</li><li>Regular/Temporary: Unlimited</li><li>Who May Apply: Open to all qualified job seekers</li><li>Date Posted: 05/09/2024</li><li>Closing Date: 05/15/2024</li><li>Hiring Agency/Seniority Unit: Minnesota IT Services</li><li>Division/Unit: Department of Human Services & MNsure / Application Services</li><li>Work Shift/Work Hours: Day Shift</li><li>Days of Work: Monday - Friday</li><li>Travel Required: No</li><li>Salary Range: $26.56 - $43.20 / hourly; $55,457 - $90,201 / annually</li><li>Classified Status: Classified</li><li>Bargaining Unit/Union: 214 - MN Assoc of Professional Empl/MAPE</li><li>FLSA Status: Nonexempt</li><li>Designated in Connect 700 Program for Applicants with Disabilities: Yes </li></ul>The work you'll do is more than just a job. At the State of Minnesota, employees play a critical role in developing policies, providing essential services, and working to improve the well-being and quality of life for all Minnesotans. The State of Minnesota is committed to equity and inclusion, and invests in employees by providing benefits, support resources, and training and development opportunities. Join the 2,600+ professionals of Minnesota IT Services (MNIT) who connect Minnesotans to services that will improve their lives. This position serves our partners at Minnesota’s largest state agency, the Department of Human Services (DHS). The MNIT DHS team supports complex and varied technical needs, including systems that provide health care coverage, deliver child protection and welfare services, and provide support for Minnesotans with special needs including mental illness, chemical dependencies, and physical or developmental disabilities. As a Service Desk Analyst for MNIT DHS, you will provide application support to our partners at the Minnesota Department of Human Services (DHS) and MNsure. This includes being a key point of contact and providing timely, quality support and assistance for custom-built business applications used by DHS and MNsure. This position will utilize and ITIL (Information Technology Infrastructure Library) Service Management best practices to ensure the DHS/MNsure applications are supported as needed by our business partners. Responsibilities include, but are not limited to: <ul><li>Analyzing, prioritizing, troubleshooting, tracking and documenting application issues and service requests.</li><li>Ensuring support processes are accurately documented and followed.</li><li>Ensuring quality and consistency is maintained throughout the support request/incident lifecycles.</li><li>Gaining and maintaining appropriate application and infrastructure knowledge and experience needed to effectively and efficiently support DHS/MNsure applications. </li></ul>This position is currently eligible for full-time telework: <ul><li>Telework for Minnesota IT Services allows an employee to perform work from a telework location and an employee may be required to be in the office based on business needs and other dependencies in St. Paul, Minnesota. </li><li>Only candidates located in Minnesota and bordering states (Iowa, North Dakota, South Dakota, or Wisconsin) are telework eligible. </li></ul>Additional posting details: <ul><li>This job posting will be used to fill multiple vacancies. All applicants will be considered for all vacancies. </li></ul>Minimum Qualifications Candidates must clearly demonstrate all of the following qualifications in their resume: Position requires a minimum of two (2) years of user support experience in a Service Desk/Help Desk setting. Experience must also include: <ul><li>Two (2) years of firsthand end-user experience with one (1) or more of the following Minnesota Department of Human Services business applications: MAXIS, SMI (Shared Master Index), MMIS (Medicaid Medical Information System), SSIS (Social Security Information System), MnCHOICES, Minnesota Information Transfer System (MN-ITS), and/or METS (Minnesota Eligibility Technical System).</li><li>Providing Level 2 support of custom-built business applications by working with business partners to troubleshoot, track, and resolve issues.</li><li>Facilitating verbal and/or written communications between business partners and technical teams during identification and resolution of incidents.</li><li>Experience with ticket tracking systems such as Remedy on Demand, Microsoft Dynamics, or similar tools.</li><li>Creating and maintaining process and support documentation.</li><li>Customer service skills that include active listening, empathy, and problem-solving. </li></ul>A bachelor’s degree or higher in Information Technology or an IT related field substitutes for two (2) years of experience, OR an IT or related associate’s degree substitutes for one (1) year. Preferred Qualifications <ul><li>Experience with two (2) or more of the business applications used by the Minnesota Department of Human Services (METS, MnCHOICES, SSIS, SMI, MMIS, and/or MN-ITS).</li><li>Thorough understanding of the policies and procedures governing the use of the DHS applications and technologies.</li><li>Working knowledge of ITIL best practices, terms, and definitions.</li><li>Ability to maintain positive working relationships with fellow team members, work units, and business partners.</li><li>Ability to analyze, assess, and articulate potential impacts and risks of proposed changes to an application's support processes.</li><li>Ability to effectively respond to issues/assignments, determine criticality, and prioritize workload in an organized and timely manner.</li><li>Ability to provide creative and flexible solutions to customers and other teams. </li></ul>Additional Requirements It is the policy of Minnesota IT Services that a successful candidate must pass all legally required checks prior to employment which may consist of the following: <ul><li>SEMA4 Records Check (applies to current and past state employees only)</li><li>Criminal History Check</li><li>Reference Check</li><li>Social Security and Address Verification</li><li>Education Verification</li><li>Other legally required checks </li></ul>Minnesota IT Services will not sponsor applicants for work visas, including F-1 STEM OPT extensions. All applicants must be legally authorized to work in the United States. How To Apply Select “Apply for Job” at the top of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637 or email careers@state.mn.us. For additional information about the application process, go to http://www.mn.gov/careers. Contact If you have questions about this position, contact Kristen Haider at kristen.haider@state.mn.us. Connect 700 Program To receive consideration as a Connect 700 Program applicant, apply online, email the Job ID#, the Working Title and your valid Proof of Eligibility Certificate by the closing date to Kristen Haider at kristen.haider@state.mn.us. Veterans To be considered for any Veteran's Status, you MUST indicate this on your application. RECENTLY SEPARATED VETERANS (RSV): Effective July 1, 2009, legislation provides that the top five RSV applicants who apply and meet the qualifications for a vacancy shall be granted an interview. You must: <ul><li>Meet all Minimum Qualifications identified in this posting. </li><li>Meet all of the RSV criteria. </li><li>Submit a copy of your DD-214 form by the closing date to: MNIT.Recruitment@state.mn.us. </li></ul>CERTAIN DISABLED VETERANS: Effective August 1, 2012, legislation provides state agencies with the option to appoint certain disabled veterans on a noncompetitive basis if you: <ul><li>Meet service requirements and have a verified service-connected disability rating of at least 30%. </li><li>Provide qualifying documentation verifying the disability. </li><li>Meet all Minimum Qualifications identified in this posting. </li><li>You must submit all documentation by the closing date to: MNIT.Recruitment@state.mn.us. </li></ul>Current State Employees <ul><li>Bidders: This vacancy is open for bids and all qualified applicants simultaneously. This vacancy will be filled in accordance with applicable union contract provisions. Current employees of Minnesota IT Services who are currently in an Information Technology Specialist 2 position and who are eligible to bid and apply within the seven (7) day bidding period will be considered prior to filling the position via other means. </li><li>Current State Employees: Please note that employment provisions (including but not limited to seniority and leave accrual) vary among the three branches of Minnesota State government. When considering a job with another branch of state government, you are highly encouraged to explore these differences. For assistance, please direct questions to your current or anticipated Human Resources office. </li></ul>About Minnesota IT Services Minnesota IT Services is the information technology agency for the State of Minnesota. MNIT partners with agencies, boards, councils, and commissions to deliver secure, reliable technology solutions as we set IT strategy, direction, policies, and standards statewide. Work for MNIT and be part of a nation-leading IT organization that helps to create an innovative government that works for everyone. Our culture promotes collaboration, demands agility, and encourages us to embrace change. Be a part of something bigger than yourself, something to be inspired by; come to work for MNIT. Working together to improve the state we love. What do Minnesota's State employees have in common? <ul><li>A sense of purpose in their work</li><li>Connection with their coworkers and communities</li><li>Opportunities for personal and professional growth </li></ul>Benefits As an employee, you'll have access to one of the most affordable health insurance plans in Minnesota, along with other benefits to help you and your family be well. Your benefits may include: <ul><li>Paid vacation and sick leave </li><li>12 paid holidays each year </li><li>Low-cost medical, dental, vision, and prescription drug plans</li><ul><li>Fertility care, including IVF</li><li>Diabetes care</li><li>Dental and orthodontic care for adults and children </li></ul><li>6 weeks paid leave for parents of newborn or newly adopted children</li><li>Pension plan that provides income when you retire (after working at least three years)</li><li>Employer paid life insurance to provide support for your family in the event of death</li><li>Short-term and long-term disability insurance that can provide income if you are unable to work due to illness or injury</li><li>Tax-free expense accounts for health, dental, and dependent care </li><li>Resources that provide support and promote physical, emotional, social, and financial well-being </li></ul>Support to help you reach your career goals: <ul><li>Training, classes, and professional development</li><li>Tuition reimbursement</li><li>Federal Public Service Loan Forgiveness Program (Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, visit the Federal Student Aid website at studentaid.gov) </li></ul>Employee Assistance Program (EAP) for work/life support: <ul><li>A voluntary confidential program that helps employees and their families with life challenges that may impact overall health, personal well-being, or job performance</li><li>Common sources of stress can be addressed through the EAP: mental health, relationship challenges (personal and work), grief and loss, finances, and legal issues</li><li>Daily Living/Convenience Services: Chore services, home repair, trip planning, child/elder care </li></ul>Programs, resources and benefits eligibility varies based on type of employment, agency, funding availability, union/collective bargaining agreement, location, and length of service with the State of Minnesota. EQUAL OPPORTUNITY EMPLOYERS Minnesota state agencies are equal opportunity, affirmative action, and veteran-friendly employers. State agencies are committed to creating a workforce that reflects the diversity of the state and strongly encourages persons of color and Indigenous communities, members of the LGBTQIA2S+ community, individuals with disabilities, women, and veterans to apply. The varied experiences and perspectives of employees strengthen the work we do together and our ability to best serve Minnesotans. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, national origin, sex (including pregnancy, childbirth, and disabilities related to pregnancy or childbirth), gender identity, gender expression, marital status, familial status, age, sexual orientation, status regarding public assistance, disability, veteran status or activity in a local Human Rights Commission or any other characteristic protected by law. Applicants With Disabilities Minnesota state agencies make reasonable accommodations to their employees and applicants with disabilities. If you have a disability and need assistance in searching or applying for jobs with the State of Minnesota, call the job information line at 651-259-3637 or email careers@state.mn.us and let us know the support you need.

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