What are the responsibilities and job description for the Quality Analyst position at State of Michigan?
Job Description
About DTMB:
The Department of Technology, Management and Budget (DTMB) supports the business operations of state agencies through a variety of services, including building management and maintenance, information technology, centralized contracting and procurement, budget and financial management, space planning and leasing, construction management, motor vehicle fleet operations, and oversight of the state retirement systems.
About The Position
The DTMB Client Service Center (CSC) provides technology help desk support to the state’s 47,000 staff. Critical to that support is the development and maintenance of the CSC quality and performance. This role supports the CSC ensuring operational effectiveness across service areas. The analyst evaluates business processes, identifies bottlenecks, and recommends strategic modifications to improve service delivery. The position leads process improvement initiatives, collaborates with stakeholders to refine policies and procedures, and drives automation efforts to enhance efficiency. Additionally, the analyst plays a crucial role in risk assessment, change management, and standardization of internal
workflows.
View the Position Description here: Departmental Analyst (Trainee) 9-P11
Knowledge, Skills & Abilities
Experience in quality management and/or call center environment is preferred.
Excellent Verbal And Written Communication Skills Are Essential.
Experience with call monitoring and recording software.
Position Location: This position is located in Dimondale, MI. Candidates should confirm work location and schedule at the time of interview.
Required Education And Experience
Education for Departmental Analyst 9-P11
Possession of a bachelor's degree in any major.
Experience For Departmental Analyst 9-P11
Departmental Analyst 9
No specific type or amount is required.
Departmental Analyst 10
One year of professional experience.
Departmental Analyst P11
Two years of professional experience, including one year of experience equivalent to the intermediate (10) level in state service.
Education and Experience for Departmental Analyst (Departmental Trainee) 9 (FOR CLASSIFIED STATE EMPLOYEES ONLY)
Education
Educational level typically acquired through completion of high school.
Experience
Four years of experience as an advanced 9-level worker in an ECP Group One classification.
OR
Three years of experience as an E9, E10, or E11-level worker in an ECP Group One classification.
OR
Two years of experience as an experienced level worker in an ECP Group One technician or paraprofessional classification.
OR
Two years of experience as a first-line supervisor in an ECP Group Three classification.
OR
One year of experience as a second-line supervisor in an ECP Group Three classification.
College credits may be substituted on a proportional basis (one year of college education may substitute for one quarter of the required experience) for up to one half of the required experience.
Alternate Education And Experience
Departmental Analyst (Departmental Trainee 9) 9 - P11
Educational level typically acquired through completion of high school and the equivalent of at least two years of full-time active-duty experience at or above the E-6 level in the uniformed services may be substituted for the education requirement.
Additional Requirements And Information
You must attach a detailed resume and cover letter to your application (word or pdf). Failure to do so will result in your application packet being screened out as incomplete. If applicable, attach copies of official college transcripts to your application. (Internet version of transcripts will not be accepted) Failure to attach applicable transcripts may result in your application being screened out.
Your application for any position does not guarantee that you will be contacted by the Department/Agency for further consideration. Only those applicants interviewed will be notified of the results.
View the job specification at: https://www.michigan.gov/mdcs/-/media/Project/Websites/mdcs/JOBSPECS/D/DepartmentalAnalyst.pdf
Accommodations
If you require a reasonable accommodation to participate in the application or selection processes, please contact the ADA coordinator for the agency that posted this position vacancy.
About DTMB:
The Department of Technology, Management and Budget (DTMB) supports the business operations of state agencies through a variety of services, including building management and maintenance, information technology, centralized contracting and procurement, budget and financial management, space planning and leasing, construction management, motor vehicle fleet operations, and oversight of the state retirement systems.
About The Position
The DTMB Client Service Center (CSC) provides technology help desk support to the state’s 47,000 staff. Critical to that support is the development and maintenance of the CSC quality and performance. This role supports the CSC ensuring operational effectiveness across service areas. The analyst evaluates business processes, identifies bottlenecks, and recommends strategic modifications to improve service delivery. The position leads process improvement initiatives, collaborates with stakeholders to refine policies and procedures, and drives automation efforts to enhance efficiency. Additionally, the analyst plays a crucial role in risk assessment, change management, and standardization of internal
workflows.
View the Position Description here: Departmental Analyst (Trainee) 9-P11
Knowledge, Skills & Abilities
Experience in quality management and/or call center environment is preferred.
Excellent Verbal And Written Communication Skills Are Essential.
Experience with call monitoring and recording software.
Position Location: This position is located in Dimondale, MI. Candidates should confirm work location and schedule at the time of interview.
Required Education And Experience
Education for Departmental Analyst 9-P11
Possession of a bachelor's degree in any major.
Experience For Departmental Analyst 9-P11
Departmental Analyst 9
No specific type or amount is required.
Departmental Analyst 10
One year of professional experience.
Departmental Analyst P11
Two years of professional experience, including one year of experience equivalent to the intermediate (10) level in state service.
Education and Experience for Departmental Analyst (Departmental Trainee) 9 (FOR CLASSIFIED STATE EMPLOYEES ONLY)
Education
Educational level typically acquired through completion of high school.
Experience
Four years of experience as an advanced 9-level worker in an ECP Group One classification.
OR
Three years of experience as an E9, E10, or E11-level worker in an ECP Group One classification.
OR
Two years of experience as an experienced level worker in an ECP Group One technician or paraprofessional classification.
OR
Two years of experience as a first-line supervisor in an ECP Group Three classification.
OR
One year of experience as a second-line supervisor in an ECP Group Three classification.
- Paraprofessional classifications are those requiring an associate's degree or two years of college.
College credits may be substituted on a proportional basis (one year of college education may substitute for one quarter of the required experience) for up to one half of the required experience.
Alternate Education And Experience
Departmental Analyst (Departmental Trainee 9) 9 - P11
Educational level typically acquired through completion of high school and the equivalent of at least two years of full-time active-duty experience at or above the E-6 level in the uniformed services may be substituted for the education requirement.
Additional Requirements And Information
You must attach a detailed resume and cover letter to your application (word or pdf). Failure to do so will result in your application packet being screened out as incomplete. If applicable, attach copies of official college transcripts to your application. (Internet version of transcripts will not be accepted) Failure to attach applicable transcripts may result in your application being screened out.
Your application for any position does not guarantee that you will be contacted by the Department/Agency for further consideration. Only those applicants interviewed will be notified of the results.
View the job specification at: https://www.michigan.gov/mdcs/-/media/Project/Websites/mdcs/JOBSPECS/D/DepartmentalAnalyst.pdf
Accommodations
If you require a reasonable accommodation to participate in the application or selection processes, please contact the ADA coordinator for the agency that posted this position vacancy.