HRIS Analyst jobs in Tallahassee, FL

Located in Tallahassee, Florida, the Florida Association of Court Clerks & Comptrollers is a statewide, non-profit member association. The association is comprised of the Florida Clerks of the Circuit Court and Comptrollers. FACC Services Group, LLC, dba CiviTek Solutions was established in 1991 to provide financial and technical services for the Clerks of Circuit Court and Comptrollers of the State of Florida. CiviTek is a wholly-owned subsidiary of the Florida Association of Court Clerks, Inc. (FCCC).

A Brief Overview

Reporting to the Project Supervisor, this position is responsible for the day-to-day support, operation, and maintenance of the ITSM (IT Service Management) and VOICE systems. This position is responsible for providing technical, system and operational support through problem solving skills to all end users for the ITSM (currently Ivanti Service Management) and the internal IVR system (currently Ivanti VOICE system). This position responsibilities include making initial assessment, triage, research, and resolution of end user requests regarding the use of the ITSM and VOICE systems.

Salary up to $22.00/per hour plus benefits
No sponsorship or relocation available

What you will do

• Must have a high regard for problem resolution and following through on issues in a timely manner. Thorough understanding of other department roles, responsibilities, and functions as they relate process flows within the ITSM and VOICE systems. Thorough understanding of all support applications and back-end processing.
• Ensure the timely resolution of end-user requests. Immediately notify Service Desk Management of serious end-user problems or complaints. Assist personnel in solving system, operational, and procedural problems with ITSM and VOICE. Exercise good judgment in determining work and problem resolution priorities and approaches.
• Provide recommendations for corrections, upgrades, and enhancements to ITSM and VOICE systems, hardware, and procedures to management as appropriate.
• Create, support and develop reporting requirements both internally and external for the ITSM/VOICE systems. Provide back up support to the Service Desk and E-Portal Support Specialists as needed. Conduct testing, upgrades, and implementations in support of the ITSM and VOICE system. This includes end-user requests, new installations, and upgrades. Provide testing results and supporting documentation as directed by Service Desk Management.
• Assist in the creation and maintenance of training materials for the ITSM and VOICE system to include the development of training documents, instructional support, and classroom preparation.
• Conduct demos, conference calls, and training as directed by the Service Desk Manger. Attend meetings with customers, agencies, and other departments as needed.
• Assist in the development of system upgrades and procedures, including distributing and installing upgrades as needed. Communicate with all customers, coworkers, management, the general public, and others in a courteous and professional manner. Conform with and abide by all regulations, policies, work procedures, safety rules and regulations and instructions.
• Respond professional and promptly when replying to all correspondence.
• Provide high quality customer service to all internal and external customers.

Qualifications

• Bachelor's Degree In Computer Science or Information System or a related field or the equivalent experience Required
• 2 year of previous related work experience. Required and
• First-hand knowledge about call tracking/call management software Required and
• Two (2) years in technical support Required and
• Four (4) years customer support. Required and
• Must have strong documentation skills and time management stills Required
• Foundational knowledge of SQL
• Ability to work with SSRS, Crystal Reports and Power BI.
• Proficient in Information Technology operations and ITIL disciplines.
• Installing, configuring and upgrading applications. Troubleshooting installation issues.
• Possess patience and perform well under pressure.
• Possess a strong work ethic and ability to interact professional with others.
• Must be self-motivated.
• Possess strong leadership skills.
• Possess excellent organizational, prioritization and strong time management skills.
• Must be able to work within tight and changing deadlines.
• Work well alone or in a team environment.
• Relate to end users on their level.
• Basic computer hardware and software skills, and general break-fix analysis.
• Analytical and instructional skills necessary.
• Customer service focused.
• Strong verbal/written communication skills.
• High level problem-solving/analytical skills to be able to use multiple applications, analyze data, and develop a resolution to relay back to the client.
• Good organizational, interpersonal, and listening skills.
• Strong mathematical skills to be able to troubleshoot client report calculations and other issues.
• High level time management & prioritization. Ability to stay on task and be self-managed.
• Aptitude and desire for continued learning.
• Technical aptitude.

Florida Association of Court Clerks and Comptrollers/Civitek offers a dynamic business culture that values, encourages, and includes the thinking and collaboration of our employees. We’re driven by the need to build something better! Civitek creates technology solutions that protect revenue, save time, and free up resources for Florida’s Clerks and Comptrollers. What remains constant throughout our history of transformation is our dedication to our clerks, their constituents, our employees, and to the values on which Civitek was built: integrity, member/customer focused, simplicity, innovation, collaboration, ownership, and bring JOY.

Our employees enjoy an exceptional benefits package, including health, dental, vision, life, disability, paid leave time, a 401(k) plan, paid holidays, professional development, and an employee discount program.

So if you are ready to be a part of building something better, join our team!

Florida Association of Court Clerks and Comptrollers / CiviTek Solutions