Service Desk Analyst
Arizona Department of Health Services, Phoenix, Arizona, United States, 85003
Overview
DEPT OF HEALTH SERVICES
The Arizona Department of Health Services promotes and protects the health of Arizona’s children and adults. Our mission is to promote, protect, and improve the health and wellness of individuals and communities in Arizona. We strive to set the standard for personal and community health through direct care, science, public policy, and leadership. ADHS promotes alternative work schedules, flexible hours. We have positions that can fit any stage in your career, from entry to senior level. We offer a robust benefit package, including the ADHS Student Loan Assistance Program, where eligible employees can receive up to $300.00 per month for their outstanding student loans. Come check us out and see how you can make a difference in the lives of all Arizonans.
Service Desk Analyst
Job Location: Address: 150 N 18th Ave, Phoenix, AZ 85007
This posting is for Current Internal ADHS Applicants ONLY.
Details Posting Details
Salary: $51,285
Grade: 19
Job Summary This posting is for Current Internal ADHS Applicants ONLY.
This position acts as the conduit between the Centers for Disease Control's (CDC) McKesson Vaccine Depot, and the Vaccines for Children (VFC) providers, ensuring that appropriate storage and handling protocols are maintained prior to approving a vaccine order for delivery to one of 750+ VFC Program Providers. Uses the Immunization registry as well as the CDC vaccine tracking system, (VTrckS) to track and monitor providers VFC/VFA vaccine orders and returns. Uses ASIIS to analyze the Cold Storage module to review storage unit temperatures and safety to receive new vaccines. Provides technical assistance to providers in correctly managing their inventory in the ASIIS Vaccine Order Management System. Researches issues, analyzes findings, recommend practical solutions to the providers and provide technical assistance in implementation of the solution. Provides back up to the Vaccine Ordering Specialist; orders and ensures distribution of VFC/VFA vaccine to 750+ public and private health care providers.
Responsibilities
Facilitates the review of temperature logs and storage and handling practices in preparation for the approval of vaccine orders.
Confers with agency staff and VFC/VFA providers statewide to establish and maintain effective, cooperative relationships as necessary to conduct work.
Review and approval of VFC/VFA vaccine and seasonal influenza vaccine orders from providers using the Immunization registry as well as the CDC vaccine tracking system (VTrckS).
May provide technical assistance and conduct effectiveness reviews to ensure systems are applied and functioning as designed.
Monitor annual VFC/VFA provider enrollment; ensure the timeliness of submission and completion of re-enrollment documentation for all VFC/VFA providers statewide; contact VFC/VFA providers who have not met the deadline for re-enrollment to assist them in expediting the process.
Provide technical assistance and consultation to VFC/VFA providers on all responsibilities of the position including and not limited to vaccine ordering, returns, transfers, vaccine borrowing, dose accountability, annual provider re-enrollment, etc.
Pro-actively track and monitor vaccine wastage for VFC/VFA providers statewide. Troubleshoot issues related to provider orders and returns.
Conduct broad scope of program specific analyses of work processes, procedures and practices to devise the most effective and efficient methods of accomplishing work. May present recommendations to management, and coordinate implementation of process and system improvements.
Other duties as assigned as related to the position.
Knowledge, Skills & Abilities (KSAs) Knowledge Of:
Service offerings
Customer service principles and processes
Back-office server applications, desktop applications
Web-based applications, computer/networking hardware
Standard operating systems
Common third-party software applications
Networking protocols, and any other computer-related technologies
Immunization help desk daily operations
Immunization program requirements
Resources available to help desk contacts and office staff
Produce reports, graphs, and spreadsheets in various formats
Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies
Skill In:
Strong customer service skills
Excellent interpersonal, written and oral communication skills
Strong problem-solving skills and attention to detail
Provide leadership to other help desk team members
Evaluate existing and proposed administrative policies, procedures, systems, and practices of the help desk
Establish program improvement protocols
Identify and analyze problems and determine effective solutions
Maintain effective working relationships
Accurate and detailed note taking of calls and email activities into a call tracking system
Effective time management
Ability To
Build strong relationships inside and outside the organization and work with various levels of staff
Learn new information and programs quickly
Communicate effectively and with great tact both in writing and verbally
Recognize the need for additional support within the team and provide that support in an appropriate and timely manner
Resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately
Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination
Selective Preference Associate’s degree plus one to three years of information technology experience (or equivalent experience). Spanish speaking, writing desired but not required.
Pre-Employment Requirements This posting is for Current Internal ADHS Applicants ONLY.
Driver's License
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits The State of Arizona provides an excellent comprehensive benefits package including:
Affordable medical and dental insurance plans
Paid vacation and sick time
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program)
10 paid holidays per year
Wellness program and plans
Life insurance
Short/long-term disability insurance
Defined retirement plan
Award winning Infant at Work program
Credit union membership
Transit subsidy
ADHS Student Assistance Pilot Program
Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page.
Retirement To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27-week wait period for contributions to begin.
Contact Us The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing nicole.zawacki@azdhs.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.
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The Arizona Department of Health Services promotes and protects the health of Arizona’s children and adults. Our mission is to promote, protect, and improve the health and wellness of individuals and communities in Arizona. We strive to set the standard for personal and community health through direct care, science, public policy, and leadership. ADHS promotes alternative work schedules, flexible hours. We have positions that can fit any stage in your career, from entry to senior level. We offer a robust benefit package, including the ADHS Student Loan Assistance Program, where eligible employees can receive up to $300.00 per month for their outstanding student loans. Come check us out and see how you can make a difference in the lives of all Arizonans.
Service Desk Analyst
Job Location: Address: 150 N 18th Ave, Phoenix, AZ 85007
This posting is for Current Internal ADHS Applicants ONLY.
Details Posting Details
Salary: $51,285
Grade: 19
Job Summary This posting is for Current Internal ADHS Applicants ONLY.
This position acts as the conduit between the Centers for Disease Control's (CDC) McKesson Vaccine Depot, and the Vaccines for Children (VFC) providers, ensuring that appropriate storage and handling protocols are maintained prior to approving a vaccine order for delivery to one of 750+ VFC Program Providers. Uses the Immunization registry as well as the CDC vaccine tracking system, (VTrckS) to track and monitor providers VFC/VFA vaccine orders and returns. Uses ASIIS to analyze the Cold Storage module to review storage unit temperatures and safety to receive new vaccines. Provides technical assistance to providers in correctly managing their inventory in the ASIIS Vaccine Order Management System. Researches issues, analyzes findings, recommend practical solutions to the providers and provide technical assistance in implementation of the solution. Provides back up to the Vaccine Ordering Specialist; orders and ensures distribution of VFC/VFA vaccine to 750+ public and private health care providers.
Responsibilities
Facilitates the review of temperature logs and storage and handling practices in preparation for the approval of vaccine orders.
Confers with agency staff and VFC/VFA providers statewide to establish and maintain effective, cooperative relationships as necessary to conduct work.
Review and approval of VFC/VFA vaccine and seasonal influenza vaccine orders from providers using the Immunization registry as well as the CDC vaccine tracking system (VTrckS).
May provide technical assistance and conduct effectiveness reviews to ensure systems are applied and functioning as designed.
Monitor annual VFC/VFA provider enrollment; ensure the timeliness of submission and completion of re-enrollment documentation for all VFC/VFA providers statewide; contact VFC/VFA providers who have not met the deadline for re-enrollment to assist them in expediting the process.
Provide technical assistance and consultation to VFC/VFA providers on all responsibilities of the position including and not limited to vaccine ordering, returns, transfers, vaccine borrowing, dose accountability, annual provider re-enrollment, etc.
Pro-actively track and monitor vaccine wastage for VFC/VFA providers statewide. Troubleshoot issues related to provider orders and returns.
Conduct broad scope of program specific analyses of work processes, procedures and practices to devise the most effective and efficient methods of accomplishing work. May present recommendations to management, and coordinate implementation of process and system improvements.
Other duties as assigned as related to the position.
Knowledge, Skills & Abilities (KSAs) Knowledge Of:
Service offerings
Customer service principles and processes
Back-office server applications, desktop applications
Web-based applications, computer/networking hardware
Standard operating systems
Common third-party software applications
Networking protocols, and any other computer-related technologies
Immunization help desk daily operations
Immunization program requirements
Resources available to help desk contacts and office staff
Produce reports, graphs, and spreadsheets in various formats
Performance Management (PM), and Continuous Quality Improvement (CQI) and Lean methodologies
Skill In:
Strong customer service skills
Excellent interpersonal, written and oral communication skills
Strong problem-solving skills and attention to detail
Provide leadership to other help desk team members
Evaluate existing and proposed administrative policies, procedures, systems, and practices of the help desk
Establish program improvement protocols
Identify and analyze problems and determine effective solutions
Maintain effective working relationships
Accurate and detailed note taking of calls and email activities into a call tracking system
Effective time management
Ability To
Build strong relationships inside and outside the organization and work with various levels of staff
Learn new information and programs quickly
Communicate effectively and with great tact both in writing and verbally
Recognize the need for additional support within the team and provide that support in an appropriate and timely manner
Resolve incidents/problems efficiently and effectively, recognizing customers’ competence levels, and able to approach each level appropriately
Support a diverse multi-cultural workforce that reflects the community, promotes equal opportunity at all levels of public employment, and creates an inclusive work environment that enables all individuals to perform to their fullest potential free from discrimination
Selective Preference Associate’s degree plus one to three years of information technology experience (or equivalent experience). Spanish speaking, writing desired but not required.
Pre-Employment Requirements This posting is for Current Internal ADHS Applicants ONLY.
Driver's License
All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).
Benefits The State of Arizona provides an excellent comprehensive benefits package including:
Affordable medical and dental insurance plans
Paid vacation and sick time
Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program)
10 paid holidays per year
Wellness program and plans
Life insurance
Short/long-term disability insurance
Defined retirement plan
Award winning Infant at Work program
Credit union membership
Transit subsidy
ADHS Student Assistance Pilot Program
Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page.
Retirement To help you build a financially secure future, the State makes monthly contributions to finance your retirement benefit. The State will contribute to the ASRS in an amount equal to your contribution. In other words, you and the State will each pay 50% of the total cost of the benefit. New State employees have a 27-week wait period for contributions to begin.
Contact Us The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation such as a sign language interpreter or an alternative format by emailing nicole.zawacki@azdhs.gov. Requests should be made as early as possible to allow sufficient time to arrange the accommodation. DHS is an Equal Employment Opportunity Employer. All newly hired employees will be subject to E-Verify Employment Eligibility Verification.
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