CAPS Information Systems Support Manager

CAPS Information Systems Support Manager

Closing Date:  February 2, 2025

Salary:  $56,310.72-$73,677.24

Commensurate with Education & Experience

Job Code:  ITP063

Pay Grade: M

Location: Remote

Job Description: 

The CAPS Information Systems Support Manager will report to the CAPS Director of Systems and Data.  Under limited supervision, this position is responsible for the coordination and management of user support for all information systems used by the Childcare and Parent Services (CAPS) program.  This position will manage the service desk functions that include incident ticket management, role-based information system access, and internal user inquiries into data discrepancies and information system functionality.  The scope of information systems includes Georgia’s Integrated Eligibility System (IES), The CAPS provider management and payment system, the program’s integrated voice response (IVR) and client contact solution, the internal workflow management solution, reporting tools, and other various information systems as needed.  This position will manage a team of service desk analysts, onboarding, and support analysts to meet the responsibilities of the position. 

Job Responsibilities:

·        Responsible for managing the service desk function, processes, and resources for CAPS program staff end-user support. 

·        Ensures incident ticket service level agreements between analysts and staff are established, monitored, and followed.

·        As a member of the CAPS business operations team, ensures information and workload are appropriately coordinated between the CAPS business and the Information Technology (IT) Service Desk team. 

·        Coordinates with the Georgia Gateway Worker User Application Support team as necessary. 

·        Coordinates with various teams and resources involved with incident ticket and defect management, including CAPS business operations users, internal IT resources, vendor resources, state agencies, project management teams, and consultants to ensure timely and high-quality resolution of information system issues.

·        Works within the software development life cycle framework as needed in coordination with other project teams to test and resolve defects. 

·        Manages role-based access to various information systems for all CAPS staff at onboarding, offboarding, role changes, and new role implementation or modification. 

·        Establishes, manages, and monitors roles and responsibilities of team members.  Supervises a team of service desk analysts, onboarding, and support analysts.

·        Advocates for and provides a high level of customer service for end user staff experiencing information system issues.

·        Has an understanding of and provides guidance for complex information system issues experienced by staff. 

·        Creates and provides reporting and analytics of workload and incidents to inform and monitor workload and priorities. 

·        Communicates information system issues, provides impact analyses, and notification of resolution for widespread system issues.

·        Aligns system design with user issues by reviewing business requirements, design documents, and developer input to inform whether systems are operating as designed. 

·        Documents and provides guidance on workarounds or temporary processing methods to end users when appropriate in coordination with the training team.

·        Manages a knowledgebase for various information systems to assist with the efficiency of incident ticket management. 

·        Assigns and assists with special projects as needed to inform the resolution of data discrepancies, functionality inquiries, and change requests.

·        Works closely with the CAPS Sr. Manager of Technical Solutions and team to ensure incident management and user support tickets are resolved through defect and change management as needed. 

·        Works closely with the CAPS Sr. Data Analyst and team to ensure information system issues, integration, data mapping, and data definitions are well supported.

·        Serves as a member of CAPS Management Team and supports the work of other team members as needed.

Required Qualifications:

High school diploma/GED and two (2) years of related experience; or two years of experience at the lower level IT Business Analyst 4 (ITP062) or position equivalent.

Agency Preferred Qualifications:

Bachelor's degree in a related area from an accredited college or university OR Two years of related experience.

·        Knowledge of and experience with Salesforce base components and functionality.

• Experience working with data systems and acting as a liaison between business users and technical staff.
• Experience documenting business processes and temporary processing methods.
• Experience using data analysis to inform information system changes and business decisions.
• Experience managing subordinate employees and processes.

·        Experience with the Georgia Gateway Integrated Eligibility System.

·        Knowledge and understanding of the human services sector and state government.

·        Advanced skills in Microsoft Excel, Visio, PowerBI, ServiceNow, Salesforce, and devops software.

Technical Competencies:

• Knowledge of how policy and eligibility requirements are implemented in information systems using business rules and system logic.
• Understanding of business user needs, and the ability to translate those needs to technical staff that are responsible for the development of information systems.
• Understanding of information system integration.
• Ability to develop and maintain positive work relationships.
• Ability to collaborate and work effectively as a team member.

·        Excellent communication skills, both oral and written, and organizational skills.

·        Ability to organize and evaluate data to drive decision making.

·        Ability to work with diverse communities and sensitivity to needs and concerns of various cultural groups.

Physical Position Requirements:

·        Work is typically performed in an office environment with intermittent sitting, standing, or walking in various settings.

·        The ability to speak clearly, to hear and understand at a normal conversational level, and to receive detailed information through verbal communication

·        Close visual acuity to perform an activity such as: preparing and analyzing data, viewing multiple computer monitors, extensive reading, and visual inspection.

·        Full range of hand and finger motion for data entry purposes.

Recruitment Pool: All qualified applicants

Bright from the Start:  Georgia Department of Early Care and Learning is a family-friendly employer, offering flexible work schedules (at supervisory discretion) and a comprehensive compensation package, to include healthcare, retirement, 401-k match, and elective options for dental, vision, AD&D, short and long-term disability, and life insurance.  Bright from the Start: Georgia Department of Early Care and Learning is an equal opportunity employer and drug-free workplace.  A background check will be completed upon hire, which may consist of any or all of the following: criminal and employment histories, credit history (as applicable to the position), education credentials, and motor vehicle driving records.

If you are an individual with a disability who may require assistance or other reasonable                   accommodation in order to participate in the selection process for this position, you may contact our HR department at 404-656-3922.  Due to the volume of submissions received by this office, information concerning application or interview status cannot be provided in writing, over the phone, or in person. All applicants who submit a complete application package will be considered but may not necessarily receive notification or an interview.  The job posting may be subject to being closed at any time without notice.  Only those qualified candidates who are selected for an interview shall receive notification upon the filling of this vacancy.

Bright from the Start: Georgia Department of Early Care and Learning is an equal opportunity employer