Job Description

Work for Indiana

Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.

About the Indiana Office of Technology (IOT):

The Indiana Office of Technology provides cost-effective, secure, consistent, reliable enterprise-technology services to our partner agencies so that they can better serve our mutual customer, the Hoosier taxpayer. IOT will also act as the technology and solution enabler for the State, helping its partner agencies achieve business objectives and innovation.

Role Overview : 

The Senior Application Systems Analyst works with senior leadership to ensure business operations achieve agency outcomes. You will also play a vital role in analyzing legislative impacts on agency processes. You will collaborate with staff, agency partners, and community entities to ensure the efficiency, functionality, and reliability of agency applications. You will identify, troubleshoot, and resolve technical and performance issues.

You will provide daily leadership and guidance to the Contact Center Team, as well as operation and maintenance for the IP Telephony systems that support contact centers for the state. You will be responsilbe for contact center design, project management, implementation, integration, documentation, and processes. You will also oversee vendor support.

Salary : 

The salary for this position traditionally starts at $70,122 but may be commensurate with education or work experience.

Use our  Compensation Calculator to view the total compensation package.

A Day in the Life:

Responsibilities include:

• Design, configure, estimate, and implement all contact center applications, systems, sub-systems, voicemail, web chat, mobility, recording, agents, and contact center customer email interaction services for the State of Indiana.
• Oversee voice services related to contact center deployment.
• Maintain and support approximately 6,000 contact center members and IP phones.
• Manage the daily operation and support of contact center subsystems and voice components.
• Manage short- and long-term planning and budgeting of contact center services, software, and hardware.
• Meet regularly with management to provide project status updates and discuss current and future projects.
• Collaborate with agencies to consult, improve business outcomes, and modernize contact centers by implementing self-service and digital solutions.
• Mentor and assist other team members.

The job description is not intended to be a comprehensive listing of all activities, duties, or responsibilities required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time.

This position is exempt from overtime compensation for additional work hours that may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.

What You'll Need for Success:

You must meet the following requirements to be considered for employment: 

• 5 years of relevant experience.
• Extensive knowledge of Windows operating systems. Individual is required to be available during non-business hours as dictated by the Contact Center Support team manager or the group on-call calendar.
• Extensive knowledge of information systems design principles and new systems design techniques. 
• Extensive knowledge of policies, standards, procedures, and techniques used for application development. 
• Extensive knowledge of application development software tools and application development software languages. 
• Extensive knowledge of information technology equipment, operation, and capabilities. 
• Extensive knowledge of the most recent advancement of information technology equipment, operation, capabilities. 
• Extensive knowledge of both system and business applications and competent to work at the highest technical level of all phases of applications systems analysis and programming activities. 
• Ability to perform problem solving and analytical analysis. 
• Ability to read and understand complicated technical manuals. 
• Ability to manage multiple application development software projects and priorities. 
• Effectively communicate both orally and in writing. 
• Able to perform essential functions with or without reasonable accommodation.

Supervisory Responsibilities/Direct Reports:

This role may serve as a team lead for an assigned work group.

Benefits of Employment with the State of Indiana:

The State of Indiana offers a comprehensive benefits package for full-time employees that includes: 

• Three (3) medical plan options (including RX coverage) as well as vision and dental plans
• Wellness Rewards Program: Complete wellness activities to earn gift card rewards
• Health savings account, which includes bi-weekly state contribution
• Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
• Two (2) fully-funded pension plan options
• A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
  • 150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
  • Up to 15 hours of paid community service leave
  • Combined 180 hours of paid vacation, personal, and sick leave time off
  • 12 paid holidays, 14 on election years
• Education Reimbursement Program
• Group life insurance
• Referral Bonus program
• Employee assistance program that allows for covered behavioral health visits
• Qualified employer for the Public Service Loan Forgiveness Program
• Free Parking for most positions
• Free LinkedIn Learning access

   

Equal Employment Opportunity:

The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov .

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