Solution Desk Analyst

About the Office of the Comptroller
The Office of the Comptroller (CTR) ensures that the more than $50 billion in annual transactions authorized by the general appropriations act and supplemental appropriations are executed in accordance with all statutory requirements and recorded in compliance with accounting standards. We also oversee capital assets, federal funding inflows, and other transactions. We also own and maintain statewide payments and payroll systems, safeguarding critical financial information. We operate in support of our partners, the financial staff at more than 150 departments and agencies across the Commonwealth.

As stewards of the public trust, we aspire to inspire confidence by maintaining our core principles: clarity, integrity, and accountability.

The powers and obligations of the Office of the Comptroller are generally dictated by M.G.L. c. 7A.
Position Summary
The Office of the Comptroller is seeking a dynamic professional for a full-time Solution Desk Analyst / EDP II. Working independently and with the Solution Desk Team, the Solution Desk Analyst plays a crucial role providing support to users of Commonwealth Enterprise Systems, vendors, Commonwealth employees, and the public in a productive, courteous, timely, and professional manner. Under the supervision of the Solution Desk Manager, the Solution Desk Analyst's key responsibilities include responding to and resolving user inquiries in a timely manner, maintaining a strong knowledge base of Office of the Comptroller systems and protocols, and providing clear guidance and support to users throughout all interactions.

This position offers the unique opportunity to engage in a wide variety of Office of the Comptroller functions. The Solution Desk Analyst will receive comprehensive training from experienced colleagues and is expected to develop a thorough understanding of various functions, policies, procedures, and applications used by the Office of the Comptroller. This position requires the ability to efficiently process tickets while delivering excellent customer service.

The successful candidate will have excellent verbal and written communication skills; a professional and positive demeanor with a customer service approach to problem solving, and strong attention to detail and accuracy in all tasks. A self-motivated attitude with the ability to multi-task in a fast-paced environment is important.
Specific Duties
• Receive customer inquiries via ServiceNow ticketing system, live call, voicemail, and email

• Process tickets in accordance with published CTR Customer Service guidelines

• Learn and manage tickets through the CTR ServiceNow CSM application

• Evaluate the type, complexity, and magnitude of inquiry and resolve or escalate as appropriate

• Work with the Chief Communications Officer, Solution Desk Manager, Solution Desk Supervisor, other Solution Desk Analysts, and colleagues throughout the Office of the Comptroller to provide accurate and timely solutions

• Coordinate and communicate, internally and externally, with partner agencies and agency clients in a courteous and respectful manner

• Document each inquiry through its lifecycle and accurately record all communication in tracking software

• Generate daily and ad hoc reports and monitor for trends

• Review and edit material including policies, job aids, and training materials for accuracy and usability

• Gather feedback from customers to enhance operations

• Participate in the completion of special projects that occur from time to time.

• Assist with other assignments that may be required from members of CTR leadership including training Solution Desk Customers and CTR staff

• Maintain awareness of and compliance with all CTR operating policies and procedures

• Participate in training sessions for new applications and learn them in accordance with mandated trainings

• Remain current with CTR policies and procedures, read CTR memos, updates, attend annual internal control, risk and fraud prevention trainings.

• Immediately raise questionable actions, requests or potential errors or issues to the attention of your supervisor, manager, or director

• Contribute to the overall CTR work environment in a positive, respectful, and cooperative manner

• All employees of CTR may be asked to engage in other assignments on an as needed basis.

Bargaining Unit / Salary Range NAGE Unit 6 / Grade 12: $67,349.36 - $97,344.26

As per the Unit 6 Collective Bargaining Agreement between the Commonwealth of Massachusetts and the National Association of Government Employees the range is based upon a series of steps. Any potential offer is determined based upon an analysis of the minimum entrance requirements, the candidate's relevant work experience and educational achievement level.

Benefits Package
CTR is pleased to offer a comprehensive benefits package for its employees and managers. The specific components and eligibility may vary based upon position classification, hours worked per week and other variables. Therefore, specific benefits for this position may be discussed as part of the interview and offer process.

The overall benefits available include paid vacation, sick and personal leave time, health, dental and vision insurance through the Commonwealth's Group Insurance, and optional pre-tax Health Savings Account plans. Details of the various plans and the cost split between employer and employee may be reviewed by looking at the Group Insurance website, https://www.mass.gov/orgs/group-insurance-commission and/or as part of the interview process.

CTR employees also participate in the Commonwealth's State Retirement Plan, which may become a Defined Benefit Plan for those that both vest and subsequently retire from State service. Follow this link for additional retirement information: http://www.mass.gov/treasury/retirement/state-board-of-retire/ .

In addition, CTR provides employees the opportunity to elect life insurance, long term disability insurance, deferred compensation savings, tuition remission, pre-tax commuter account plans, along with other programs.

CTR Hybrid Work Model
CTR operates under a hybrid work model. Under this policy, employees are currently required to work a minimum of four business days per month (two set by management and two set by the employee) on-site at CTR's Boston office and may work remotely the remainder of the time at a location approved by their supervisor, so long as they comply with the requirements of the telework policy. Under this policy, all employees must be able to report to the Boston office with little or no notice, even including the same workday should an exigent circumstance arise. Therefore, a reasonable proximity to the office is necessary. CTR does not reimburse for employees to travel to the office.

In addition, the successful candidate may be required to work primarily on site in Boston during the initial training and orientation period and/or for certain positions a primarily on-site role may be necessary.
Commitment to Diversity
CTR is committed to building a diverse staff at all levels across its entire agency.

CTR IS AN EQUAL OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER.

Application Process
The Office of the Comptroller encourages interested candidates that meet the minimum entrance requirements and qualifications to apply for this position.

Interested candidates must submit their materials electronically, by email no later than 5:00 pm, on August 30, 2024 .

Submissions should include the following:

• a cover letter, and

• resume

Candidates chosen to advance to a second-round interview will also be required to submit:

• three business writing samples that showcase a variety of formats

Please include position title and posting number (FY25-005) in the subject line of your submission. Your application package should be submitted to:

CTR- HR@mass.gov

Late submissions may be considered solely at the discretion of CTR.

Required Background Check - Including Tax Compliance
CTR requires a background check on all prospective employees as a condition of employment. Candidates should know that the background check is not initiated until:

1. A candidate is invited to a second or subsequent interview and

2. The candidate has signed the Background Check Authorization Form and related releases.

This background check includes a Criminal Offender Record Information (CORI) check, and Commonwealth Department of Revenue state tax compliance on all prospective employees as a condition of their employment.

Candidates with advanced degrees and professional licenses may have these credentials verified.

Individuals other than those references provided by a candidate may be contacted in the course of completing a full background and qualification check.

Further Information
Please visit https://www.macomptroller.org for more information about the Office of the Comptroller.

Qualifications:
Preferred Qualifications
• Help desk experience supporting external clients/users with a wide range of business and technical abilities

• Experience making or returning support service phone calls

• Experience using ServiceNow or other ticket tracking software

• Experience with MA Management Account & Reporting System (MMARS), Labor Cost Management and Human Resources/Compensation Management System (HR/CMS)

• Ability to analyze data to draw conclusions; troubleshoot scenarios and make appropriate recommendations

• Ability to work in a team setting and communicate effectively and professionally with both internal and external customers at all levels of the organization

• Excellent written and verbal communication skills, particularly the ability to articulate issues and risks in non-technical terms

• Interest in and ability to understand new systems quickly

• Works independently as well as in a team setting

Required Qualifications
• Proven customer service/client focus skills

• Collaborative approach to work, process, or issues

• Excellent verbal and written communication skills

• Demonstrated capacity to plan, coordinate, and handle multiple assignments at once

• The ability to problem-solve and analyze issues and provide solutions

• Thoroughness and attention to detail

• Excellent time management and organization skills

• Time management and organization skills

Minimum Entrance Requirements
Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in electronic data processing, of which (B) at least one year must have been in work in which the major duties included computer systems analysis, or (C) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. An Associate's degree with a major in the field of data processing or computer programming may be substituted for a maximum of one year of the required (A) experience.*

II. A Bachelor's or higher degree with a major in the field of data processing or computer and/or information science may be substituted for a maximum of two years of the required (A) experience.*

III. A diploma for completion of a two year full-time, or equivalent part-time, program in a recognized non-degree granting business or vocational/technical school above the high school level with a major in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.*

IV. An official transcript from a recognized business or vocational/ technical school as evidence of completion of a program consisting of at least 650 hours of instruction in the field of computer programming may be substituted for a maximum of one year of the required (A) experience.

V. Graduation from the data processing course of a recognized vocational/technical high school may be substituted for a maximum of one year of the required (A) experience.

*Education toward such a degree or diploma will be prorated on the basis of the proportion of the requirements actually completed.

NOTE: No substitution will be allowed for the one year of the required (B) experience.