State Accounting Office
PeopleSoft Financials Business Analyst (WL) Commitment Control (81332)
For more information about this job contact:*
recruiter@spa.ga.gov
www.agencywebsite (if applicable)
also see monster.com or careers.ga.gov
*Note: This contact may be able to provide answers to specific questions you have about this job posting. However, DO NOT e-mail or submit your application/resume to this contact unless directed otherwise in the "Additional Information" section above.
Requisition Number: 407-81332
County of Vacancy: Fulton
Recruitment Period: 09/21/2010 – 08/08/2010
Number of Openings: 1
Shift: First
Screening Type: Quals Assessment MIN & Pref
Financial Systems
Annual Salary Minimum: Commensurate with Experience
Annual Salary Maximum: Commensurate with Experience
Salary Details: Commensurate with Experience
Duties & Responsibilities:
We are seeking a functional PeopleSoft professional with proven experience in several PeopleSoft Financial Modules (i.e., General Ledger, Accounts Payable, Purchasing, etc.), with extensive experience with the Commitment Control(KK) module, to join our Financial Systems Division.
Leveraging relevant knowledge of PeopleSoft Financials, reporting and budgeting processes as well as related accounting considerations, the qualified candidate will provide high quality support and leadership for the optimal design and configuration of the system to assure maximum benefit to our customers. This candidate will also be required to work in partnership and independently with the relevant Business Owner organizations and other functional SMEs (as required) to identify and refine business requirements, and create the functional design and architecture necessary to support the requirements. It is also expected that this candidate will be familiar with full lifecycle development processes and perform all expected functional procedures as required. Finally, personal commitment to serve the customer with excellence, competence, proficiency and courtesy will be essential
Responsibilities
• Analyzes information to determine nature and extent of customer requirements and concerns.
• Develops and/or executes change management plans for transition to new systems.
• Consults with vendors or technical staff to ensure that functionality of automated system is consistent with adherence to laws, regulations, and best practice standards by users.
• Tests or coordinates testing of new installations or upgrades.
• Assists in the development of standards and procedures used in development of new or enhancement of existing systems.
• Provides customer support in the maintenance of systems.
• Administers training for business users.
• Participates in evaluation of new technologies or solutions to improve service and efficiency of systems.
• Researches and analyzes system/user problems by applying a variety of analytical and research techniques.
• Participates in the establishment of standards and procedures to be used in the development of systems.
Technical Competencies
Ability to research, analyze information and make recommendations.
Ability to determine function needs and system requirements.
Ability to develop solutions based on analysis.
Ability to evaluate existing systems and understand their structure and component parts.
Knowledge of applications and inter-relationships with programs and/or systems.
Ability to prepare models, diagrams and layouts.
Ability to document project standards and methodologies.
Knowledge of naming conventions, encyclopedia management, transactions definitions, general specification definition, programming standards and testing procedures.
Ability to apply standards and methodologies.
Knowledge of quality assurance plans.
Knowledge of customer needs and business requirements.
Customer service skills.
Knowledge of data extraction methods.
Ability to analyze system and data to determine extent of problem or error.
Ability to work with other IT units/staff to diagnose problem.
Ability to prepare vendor request.
Ability to communicate information to stakeholders and customers.
Ability to develop effective and feasible business area solutions.
Ability to assist in developing communication plans.
Knowledge of area related laws, rules, regulations and best practices.
Ability to review and interpret installation/upgrade notes.
Ability to create testing plans and scripts.
Ability to execute test scripts.
Ability to develop training courses for target audience.
Ability to conduct training sessions.
Ability to develop training manuals.
Ability to research and stay abreast of technological advances.
Knowledge of current industry trends.
Ability to establish standards and procedures.
Ability to assist in the research and analysis of information.
Ability to act as a liaison between groups.
Ability to coordinate between multiple workgroups.
Ability to assess/evaluate customer’s needs and business requirements.
Ability to conduct quality assessments.
Knowledge of operational procedures.
Knowledge of the change management process.
Ability to adhere to deadlines.
Minimum Training & Experience:
Bachelor’s degree in accounting or information systems
OR
Associate degree in accounting or information systems and two years of PS Business Analyst Experience
OR
Two years at the lower level PS Business Analyst experience
Preferred Qualifications:
• HP Quality Center Tool experience/ knowledge
• 5+ years of hands-on experience with PeopleSoft KK, AP, AR, PO, and GL modules
• 2+ years of Oracle DBMS SQL experience
• Bachelor’s degree in Accounting or Information Systems or equivalent
• 4+ years of experience with PeopleSoft Trees, Automated Testing Packages, MS Office products (Word/Excel/Visio), full life-cycle development methodologies, and functional specification development
2+ years of experience in Public Sector
• Translates business needs into business and functional requirements
• Conducts application design and architecture component configuration for related modules/business processes
• Writes and interprets functional and business requirements as an input to application design
• Plans and executes data conversion activities associated with the PeopleSoft modules, CAFR and other financial reporting, and related functions
• Completes tasks in an efficient and timely manner, and reporting progress at least weekly to the implementation Project Manager, Project Sponsor, or designated employee
• Seeks innovative approaches to improve the process of delivering PeopleSoft financial accounting and reporting solutions to customers
• Willingness to share suggestions and knowledge capital to help optimize the Financial Systems Division’s implementation and project methodology
• Update UPK or other relevant training material related to PS
• Ability to develop simple queries using PeopleSoft Query
• Demonstrated proficiency in relevant analytical abilities
• Demonstrated proficiency in CAFR (Comprehensive Annual Financial Report) as well as other State financial reporting processes
• Demonstrated ability to communicate clearly and effectively in both oral and written formats
• Demonstrated ability to work effectively with functional and technical teams
Successful candidate for this position must pass a criminal background check. (if applicable)
*Please Note: This vacancy is subject to close at any time once a satisfactory applicant pool has been identified.
Due to the volume of applications received by this office, we are unable to provide information on application status by phone or e-mail.
Applicants who are selected for an interview will be contacted to arrange an appointment.
Applicants who are not selected for interviews will not receive notification.
For more information about this job contact:*
recruiter@spa.ga.gov
www.agencywebsite (if applicable)
*Note: This contact may be able to provide answers to specific questions you have about this job posting. However, DO NOT e-mail or submit your application/resume to this contact unless directed otherwise in the "Additional Information" section above.
Careers.ga.gov is the State of Georgia's official one-stop source for State Jobs and employment information.
All Rights Reserved © 2008
Showing posts with label state accounting office. Show all posts
Showing posts with label state accounting office. Show all posts
Tuesday, September 28, 2010
State accounting office seeks Customer service center manager
State Accounting Office
Customer Service Center Manager
(19037)
For more information about this job contact:*
recruiter@spa.ga.gov
www.agencywebsite (if applicable)
also see monster.com or careers.ga.gov
*Note: This contact may be able to provide answers to specific questions you have about this job posting. However, DO NOT e-mail or submit your application/resume to this contact unless directed otherwise in the "Additional Information" section above.
Requisition Number: 407-19037
County of Vacancy: Fulton
Recruitment Period: 09/21/2010 – 08/08/2010
Number of Openings: 1
Shift: First
Screening Type: Quals Assessment MIN & Pref
Financial Systems
Annual Salary Minimum: Commensurate with Experience
Annual Salary Maximum: Commensurate with Experience
Salary Details: Commensurate with Experience
Duties & Responsibilities:
SAO’s Customer Service Center (CSC) Manager is responsible for the day to day delivery of best-in-class customer service for PS FIN and HCM supported by SAO. The CSC provides functional and technical support for the internal customer base. The individual is responsible for daily monitoring against established standards, addressing escalated issues, managing resources, and making recommendations and suggestions to improve CSC operations.
The CSC Manager monitors and analyzes call volume, patterns, and traffic flow to ensure service level objectives are met. Additionally, the CSC Manager will oversee service level agreements and company standards to achieve consistency and proper documentation. The CSC will resolve complicated issues involving customer service and/or researches governing policies or procedures to respond to clients.
The successful candidate will be a high energy, customer service oriented professional who employs continuous improvement methodologies and innovation to achieve increases in operating efficiency and customer satisfaction. A strong predictor of success is to highly motivate customers and employees, synthesize information and adapt strategy, quickly, while collaborating effectively with leadership, peers across SAO and multiple agencies, and leading a team of successful customer service teammates.
Responsibilities
• Oversees the development and on-going management of one or more programs consistent with agency goals and objectives.
• Interviews, hires, directs, trains, evaluates the performance of, and when necessary, disciplines and discharges employees.
• Ensures efficiency, effectiveness and accuracy of all functions through the use of computer systems, management controls, and sound organizational structure.
• Conducts or participates in the development, review, revision, interpretation, and/or implementation of policies, procedures, standards, and guidelines.
• Coordinates compliance with rules, regulations, and policies.
• Plans and administers the budget.
• Coordinates interaction between department, agency, and facility operating units, other programs and/or external customers as appropriate.
• Participates in the planning, coordination, development and implementation of long-range goals and objectives.
Technical Competencies
Ability to prioritize time and resources among primary projects of responsibilities.
Ability to anticipate future trends and issues that should be addressed to meet goals and objectives.
Ability to set goals with defined milestones to measure progress.
Ability to seek feedback when necessary to determine status of ongoing projects or programs.
Ability to prioritize and direct the work of others.
Ability to effectively establish deadlines.
Ability to communicate organizational goals to staff.
Knowledge of agency’s HR policies, procedures, forms, evaluation process and disciplinary process.
Ability to counsel subordinates when necessary.
Ability to supervise persons of varying backgrounds.
Ability to plan, monitor and evaluate the performance of direct reports.
Ability to use business software and computer applications.
Knowledge of standards of practice regarding management controls and organization structure.
Knowledge of statutory and/or regulatory requirements.
Ability to analyze the operational impact of legislative and executive initiatives.
Ability to develop policies and procedures for the organization.
Knowledge of state, federal and professional standards relevant to the agency’s industry.
Ability to analyze complex information and reach conclusion.
Ability to implement appropriate courses of actions to ensure compliance.
Knowledge of budgeting principles and practices.
Ability to prepare, implement and monitor budget.
Knowledge of agency purchasing, procurement and accounting procedures.
Ability to forecast agency budgetary needs based on previous and current budgetary data.
Knowledge of operational units that impact your unit.
Ability to act as a liaison between different units and agencies.
Knowledge of strategic planning.
Ability to forecast goals relative to technological tools and industry trends.
Statistical analysis skills.
Ability to communicate both orally and in writing.
Ability to organize and manage program areas.
Skill in developing and managing the budget process.
Ability to conduct training, workshops, conferences and/ or forums.
Skill in mediation and escalation.
Ability to represent the agency to outside entities.
Skill in media/public relations.
Minimum Training & Experience:
Completion of a Bachelor’s degree in a accounting or information systems and three years experience managing professional level staff.
OR
Seven years of experience, three years of which managing at the level equivalent to area of assignment.
OR
Three years of experience at the lower level (GSM010).
Preferred Qualifications:
• Minimum 5+ years experience managing a HelpDesk or CSC
• Minimum 3+ years of lead/supervisory experience in a customer service setting
• Compiles statistics from source materials, such as CSC or CRM tool records.
• Generates repeatable use of written responses to customer inquiries.
• Establish and maintain effective working relationship at all levels of organization
• Manage resources and workload to achieve service goals. Work collaboratively with other key stakeholders to develop service level agreements (SLAs)- communicate and manage customer expectations
• Develop and refine KPIs as a means of identifying improvement opportunities
• Track and analyze trends in CSC requests and generate statistical reports for management review. Identify and systematically drive defects out of the environment.
• Develop, track, and provide key feedback to customer in a measurable and constructive way
• Provide a heightened focus on professionalism, customer service, and customer satisfaction as key elements of overall service quality program
• Review and develop policies and procedures that will increase effectiveness and consistency of service delivery while maintaining agility and customer responsiveness
• Oversee the development, implementation , and administration of staff training needs, as well as, provide coaching and mentoring to team
• Must be able to assist with customer inquiries if necessary
• Develop, document, and implement process to deliver high quality customer service
• Spend 10-15% of time with direct customer contact to understand needs, demands, and improvement feedback
• Supervises and plans work of assigned staff.
• Other responsibilities and key results areas will be assigned as required
• Performs job responsibilities with minimal supervision
• Ability to listen, interpret, understand, and communicate with others in conveying information.
• Ability to prepare reports tailored to the agencies’ needs.
• Planning, oversight, and development of ongoing CSC service delivery strategies including maximization and use of call center system technologies (CRM) and resources.
• Analyze call center reporting to address efficiency and effectiveness while shifting to a more outcome- based monitoring rather than stats to manage by; such as, phone stats.
• Determine CSC hours to balance cost needs and budget
• Create responses to commonly asked questions and guidelines for requests or complaints
• Determine root cause analysis and develop solutions to the most commonly asked questions
• Define role of contact center specialists including job descriptions and required training
• Possesses the appropriate level of technical/ functional expertise and knowledge. Must be a hands on manager who can mentor team members and step in as needed to assist in problem resolution
• Strong working experience with PS FIN and HCM and MS Office products: including Excel, Word, Outlook, and PowerPoint
• Experience with CRM tool
• Experience with analysis and metrics
• Foster an “open door” policy where employees are encouraged to express their concerns and invited to contribute to the improvement of the customer experience
Successful candidate for this position must pass a criminal background check. (if applicable)
*Please Note: This vacancy is subject to close at any time once a satisfactory applicant pool has been identified.
Due to the volume of applications received by this office, we are unable to provide information on application status by phone or e-mail.
Applicants who are selected for an interview will be contacted to arrange an appointment.
Applicants who are not selected for interviews will not receive notification.
Careers.ga.gov is the State of Georgia's official one-stop source for State Jobs and employment information.
All Rights Reserved © 2008
Customer Service Center Manager
(19037)
For more information about this job contact:*
recruiter@spa.ga.gov
www.agencywebsite (if applicable)
also see monster.com or careers.ga.gov
*Note: This contact may be able to provide answers to specific questions you have about this job posting. However, DO NOT e-mail or submit your application/resume to this contact unless directed otherwise in the "Additional Information" section above.
Requisition Number: 407-19037
County of Vacancy: Fulton
Recruitment Period: 09/21/2010 – 08/08/2010
Number of Openings: 1
Shift: First
Screening Type: Quals Assessment MIN & Pref
Financial Systems
Annual Salary Minimum: Commensurate with Experience
Annual Salary Maximum: Commensurate with Experience
Salary Details: Commensurate with Experience
Duties & Responsibilities:
SAO’s Customer Service Center (CSC) Manager is responsible for the day to day delivery of best-in-class customer service for PS FIN and HCM supported by SAO. The CSC provides functional and technical support for the internal customer base. The individual is responsible for daily monitoring against established standards, addressing escalated issues, managing resources, and making recommendations and suggestions to improve CSC operations.
The CSC Manager monitors and analyzes call volume, patterns, and traffic flow to ensure service level objectives are met. Additionally, the CSC Manager will oversee service level agreements and company standards to achieve consistency and proper documentation. The CSC will resolve complicated issues involving customer service and/or researches governing policies or procedures to respond to clients.
The successful candidate will be a high energy, customer service oriented professional who employs continuous improvement methodologies and innovation to achieve increases in operating efficiency and customer satisfaction. A strong predictor of success is to highly motivate customers and employees, synthesize information and adapt strategy, quickly, while collaborating effectively with leadership, peers across SAO and multiple agencies, and leading a team of successful customer service teammates.
Responsibilities
• Oversees the development and on-going management of one or more programs consistent with agency goals and objectives.
• Interviews, hires, directs, trains, evaluates the performance of, and when necessary, disciplines and discharges employees.
• Ensures efficiency, effectiveness and accuracy of all functions through the use of computer systems, management controls, and sound organizational structure.
• Conducts or participates in the development, review, revision, interpretation, and/or implementation of policies, procedures, standards, and guidelines.
• Coordinates compliance with rules, regulations, and policies.
• Plans and administers the budget.
• Coordinates interaction between department, agency, and facility operating units, other programs and/or external customers as appropriate.
• Participates in the planning, coordination, development and implementation of long-range goals and objectives.
Technical Competencies
Ability to prioritize time and resources among primary projects of responsibilities.
Ability to anticipate future trends and issues that should be addressed to meet goals and objectives.
Ability to set goals with defined milestones to measure progress.
Ability to seek feedback when necessary to determine status of ongoing projects or programs.
Ability to prioritize and direct the work of others.
Ability to effectively establish deadlines.
Ability to communicate organizational goals to staff.
Knowledge of agency’s HR policies, procedures, forms, evaluation process and disciplinary process.
Ability to counsel subordinates when necessary.
Ability to supervise persons of varying backgrounds.
Ability to plan, monitor and evaluate the performance of direct reports.
Ability to use business software and computer applications.
Knowledge of standards of practice regarding management controls and organization structure.
Knowledge of statutory and/or regulatory requirements.
Ability to analyze the operational impact of legislative and executive initiatives.
Ability to develop policies and procedures for the organization.
Knowledge of state, federal and professional standards relevant to the agency’s industry.
Ability to analyze complex information and reach conclusion.
Ability to implement appropriate courses of actions to ensure compliance.
Knowledge of budgeting principles and practices.
Ability to prepare, implement and monitor budget.
Knowledge of agency purchasing, procurement and accounting procedures.
Ability to forecast agency budgetary needs based on previous and current budgetary data.
Knowledge of operational units that impact your unit.
Ability to act as a liaison between different units and agencies.
Knowledge of strategic planning.
Ability to forecast goals relative to technological tools and industry trends.
Statistical analysis skills.
Ability to communicate both orally and in writing.
Ability to organize and manage program areas.
Skill in developing and managing the budget process.
Ability to conduct training, workshops, conferences and/ or forums.
Skill in mediation and escalation.
Ability to represent the agency to outside entities.
Skill in media/public relations.
Minimum Training & Experience:
Completion of a Bachelor’s degree in a accounting or information systems and three years experience managing professional level staff.
OR
Seven years of experience, three years of which managing at the level equivalent to area of assignment.
OR
Three years of experience at the lower level (GSM010).
Preferred Qualifications:
• Minimum 5+ years experience managing a HelpDesk or CSC
• Minimum 3+ years of lead/supervisory experience in a customer service setting
• Compiles statistics from source materials, such as CSC or CRM tool records.
• Generates repeatable use of written responses to customer inquiries.
• Establish and maintain effective working relationship at all levels of organization
• Manage resources and workload to achieve service goals. Work collaboratively with other key stakeholders to develop service level agreements (SLAs)- communicate and manage customer expectations
• Develop and refine KPIs as a means of identifying improvement opportunities
• Track and analyze trends in CSC requests and generate statistical reports for management review. Identify and systematically drive defects out of the environment.
• Develop, track, and provide key feedback to customer in a measurable and constructive way
• Provide a heightened focus on professionalism, customer service, and customer satisfaction as key elements of overall service quality program
• Review and develop policies and procedures that will increase effectiveness and consistency of service delivery while maintaining agility and customer responsiveness
• Oversee the development, implementation , and administration of staff training needs, as well as, provide coaching and mentoring to team
• Must be able to assist with customer inquiries if necessary
• Develop, document, and implement process to deliver high quality customer service
• Spend 10-15% of time with direct customer contact to understand needs, demands, and improvement feedback
• Supervises and plans work of assigned staff.
• Other responsibilities and key results areas will be assigned as required
• Performs job responsibilities with minimal supervision
• Ability to listen, interpret, understand, and communicate with others in conveying information.
• Ability to prepare reports tailored to the agencies’ needs.
• Planning, oversight, and development of ongoing CSC service delivery strategies including maximization and use of call center system technologies (CRM) and resources.
• Analyze call center reporting to address efficiency and effectiveness while shifting to a more outcome- based monitoring rather than stats to manage by; such as, phone stats.
• Determine CSC hours to balance cost needs and budget
• Create responses to commonly asked questions and guidelines for requests or complaints
• Determine root cause analysis and develop solutions to the most commonly asked questions
• Define role of contact center specialists including job descriptions and required training
• Possesses the appropriate level of technical/ functional expertise and knowledge. Must be a hands on manager who can mentor team members and step in as needed to assist in problem resolution
• Strong working experience with PS FIN and HCM and MS Office products: including Excel, Word, Outlook, and PowerPoint
• Experience with CRM tool
• Experience with analysis and metrics
• Foster an “open door” policy where employees are encouraged to express their concerns and invited to contribute to the improvement of the customer experience
Successful candidate for this position must pass a criminal background check. (if applicable)
*Please Note: This vacancy is subject to close at any time once a satisfactory applicant pool has been identified.
Due to the volume of applications received by this office, we are unable to provide information on application status by phone or e-mail.
Applicants who are selected for an interview will be contacted to arrange an appointment.
Applicants who are not selected for interviews will not receive notification.
Careers.ga.gov is the State of Georgia's official one-stop source for State Jobs and employment information.
All Rights Reserved © 2008
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