State of Maryland

EBD Systems Support Analyst III DBM (#004850)

- Hourly / - BiWeekly /
- Monthly / $64,828.00-$108,780.00 Yearly


GRADE

STD 0018

CLASS ATTRIBUTES

SKILLED SERVICE       BARGAINING UNIT: Z     

NATURE OF WORK

An Employee Benefits Systems Support Analyst III DBM is the full performance level of professional Human Resources Information System (HRIS) work in the Department of Budget and Management (DBM). Employees in this classification function as technical experts in the State Personnel Management System (SPMS) in the area of health benefits, including specialized enrollment, claims issue resolution and counseling work related to the application and interpretation of laws, rules, regulations and policies governing the State’s Employee and Retiree Health and Welfare Benefits Program, with an emphasis on Systems Support, which is under the jurisdiction of the Office of Personnel Services and Benefits.  Employees in this classification also perform enrollment related job duties, fulfill a customer service role and provide information technology (IT) related support for the Employee Benefit Division (EBD). The work requires employees to answer and respond to telephone calls, emails, work tickets, events and manage reports regarding health benefits issues as well as providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications for agency or statewide systems.  Employees in this classification do not supervise other positions.

Employees in this classification receive general supervision from a designated administrator. The work may require travel throughout the State of Maryland. Employees are required to obtain and maintain certification in SPMS policies and procedures and in the functionality of the Statewide Personnel System (SPS) in order to demonstrate knowledge, understanding and skill in the administration of the State’s Employee and Retiree Health and Welfare Benefits Program.

Positions in this classification are evaluated by using the classification job evaluation methodology. The use of this method involves comparing the assigned duties and responsibilities of a position to the job criteria found in the Nature of Work and Examples of Work sections of the class specification.

The Employee Benefits Systems Support Analyst I DBM, Employee Benefits Systems Support Analyst II DBM and Employee Benefits Systems Support Analyst III DBM are differentiated on the basis of degree of supervisory control exercised by the supervisor over these employees. The Employee Benefits Systems Support Analyst I DBM performs duties under close supervision. The Employee Benefits Systems Support Analyst II DBM performs duties under close supervision at times and under general supervision at other times depending on the complexity of the specific duty being performed. The Employee Benefits Systems Support Analyst III DBM performs the full range of duties and responsibilities under general supervision.

EXAMPLES OF WORK

Reviews enrollment events or enrollment applications to ensure all required information and documentation is included and the proper coverage levels have been selected;

Rejects enrollment events or enrollment applications that do not contain required information and returns to agencies or individuals (as appropriate) for corrections or modifications;

Enters enrollment-related data into automated systems within specific time frames;

Prepares and reviews notification of termination events to remove participants from the health benefits database systems;

Enters, retrieves, updates, and resolves tickets in MOJO (or similar help desk) support system within applicable timeframes;

Advises program participants of available health benefits options to assist with making informed health care decisions;

Interprets and applies health benefits laws, rules, regulations, and policies;

Communicates with Health Benefits Vendors to resolve participant claim coverage issues;

Researches participant records using computer databases, other agency, and control agency information systems, and identifies discrepancies in the payment of deductions resulting from events such as agency transfer or military active duty;

Counsels participants and retirees in one-on-one settings and on the telephone; performs the required follow-up to provide requested information;

Prepares correspondence to participants, Agency Benefits Coordinators and Health Benefits vendors in response to information requests and determinations;

Navigates proficiently in a variety of system applications, such as MOJO (or similar help desk ticketing system), Benefits Administration System, Workday, and Velocity (or similar online payment system);

Maintains participant automated files by recording file maintenance transactions on data input documents;

Prepares, makes presentations, and participates in training sessions for groups of employees and employee representatives to explain health benefits procedures, restrictions, and requirements;

Prepares a variety of reports including: working vendor error reports, age reports, evidence of insurability reports, etc.;

Completes necessary documents to ensure expeditious and effective initiation of payments from retirees;

Informs separated participants about options to temporarily continue health insurance coverage by application for Consolidated Omnibus Budget Reconciliation Act (COBRA);

Performs a variety of report related tasks, including working vendor error reports, age reports, evidence of insurability report, EGWP/PDP reports, etc.;

Handles 60-day exception requests;

Processes administrative corrections in accordance with applicable benefits laws, regulations, and procedures;

Performs tasks related to 61st-day closure of benefits events in the SPS; Reads and navigates the online payment system (Velocity or similar system) to assist end-users in password resets and making scheduling payments;

Performs problem analysis to provide appropriate and timely corrective action when agency user operations are adversely impacted by application system’s malfunction or error;

Reviews error codes generated by the application system to determine the appropriate course of action for correction;

Assists HRIS Analysts in the design, development and testing of application system corrections or enhancements by analyzing recommended modifications, determining system impact, and estimating effort and resources required to perform modifications;

Prepares and enhances excel and Workday reports;

Develops Access and Sequel databases and reports;

Creates and enhances reports using Power Query;

Monitors migration of new and revised applications through user acceptance and production regions to ensure adequate pre-production test planning and execution in coordination with established quality assurance policies and procedures;

Develops, reviews and updates application documentation and training material to ensure that information is accurate, relevant, current, and user-friendly;

Oversees, coordinates, and supports permanent and ad hoc user groups for the advancement of the system application and the users’ operating knowledge;

Participates in the management of changes to application based on input from individual system users, user groups, and control agencies who identify requirements relating to application deficiencies or enhancements;

Performs other related duties.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of office procedures, business English, spelling, grammar, and arithmetic;

Knowledge of the functions and capabilities of automated business systems;

Knowledge of the functions and capabilities of computer systems and peripheral equipment as related to the functionality of applications;

Knowledge of the principles and practices of training users of automated application systems;

Skill in providing problem analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications;

Skill in creating, reviewing, and updating application documentation and training materials;

Skill in applying inductive and deductive reasoning to reach logical solutions to complex application system problems;

Skill in planning, organizing, and coordinating information technology projects;

Skill in applying inductive and deductive reasoning to reach logical solutions to technical issues;

Ability to apply Health Benefits Program plans, rules, regulations, and policies;

Ability to apply retirement related State laws, regulations, and policies as these relate to health benefits administration;

Ability to interpret and apply State Central Payroll regulations;

Ability to provide exceptional customer service;

Ability to identify and correct errors regarding information provided by participants, State agencies, Health Benefits Vendors, and others;

Ability to navigate proficiently in a variety of system applications, such as MOJO (or similar help desk ticketing system), Benefits Administration System, Workday, and Velocity (or similar online payment system);

Ability to accurately analyze and address the issues presented by participants and other interested parties;

Ability to communicate effectively;

Ability to make presentations before small and large groups and to present information in a clear and concise manner;

Ability to establish and maintain effective working relationships with co-workers, division staff, other government officials, and the general public;

Ability to exercise tact and discretion in dealing with State employees, co-workers, the general public, and government officials;

Ability to accurately view and interpret accounting and payment systems information in order to assist callers;

Ability to communicate effectively and to establish and maintain effective working relationships with system users, user groups, vendors, computer operations personnel, IT Programmer Analysts, and technical support staff.

MINIMUM QUALIFICATIONS

Experience: Four years of experience responding to inquiries, calculating program eligibility, counseling, and advising persons concerning health benefits.

                                                                       AND  

Five years of experience providing problem and reporting analysis and ongoing user support, coordinating system development and implementation, and training users on the functionality of applications.

Notes: 

1. Candidates may substitute the possession of a Bachelor’s degree from an accredited college and university for one year of the required health benefits experience.

2. Candidates may substitute the possession of 30 credit hours from an accredited college or university in Business Management, Business Administration, Human Resources, or Public Administration for one year of the required health benefits experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in Human Resources classifications or Human Resources specialty codes if the work includes benefits-related experience on a year-for-year basis for the required health benefits experience.

LICENSES, REGISTRATIONS AND CERTIFICATIONS

1. Employees in this classification are required to obtain certification in State Personnel Management System policies and procedures and in the functionality of the Statewide Personnel System from the Office of Personnel Services and Benefits, DBM within six months from the time of appointment to the position.  Employees also are required to obtain recertification every six months thereafter.

2. Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

SPECIAL REQUIREMENTS

1. Employees in this classification are required to obtain certification in State Personnel Management System policies and procedures and in the functionality of the Statewide Personnel System from the Office of Personnel Services and Benefits, DBM within six months from the time of appointment to the position.  Employees also are required to obtain recertification every six months thereafter.

2. Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties shall be required to possess a motor vehicle operator’s license valid in the State of Maryland.

ACKNOWLEDGEMENTS

Class specifications are broad descriptions covering groups of positions used by various State departments and agencies. Position descriptions maintained by the using department or agency specifically address the essential job functions of each position.

This is a Skilled Service classification in the State Personnel Management System. All positions in this classification are Skilled Service positions.  Some positions in Skilled Service classifications may be designated Special Appointment in accordance with the State Personnel and Pensions Article, Section 6-405, Annotated Code of Maryland.

This classification is not assigned to a bargaining unit, as indicated by the designation of S (Supervisor), M (Manager), T (Agency Head), U (Board or Commission Member), W (Student), X (Used by Agency or Excluded by Executive Order), or Z (Confidential).  As provided by State Personnel and Pensions Article, Section 3-102, special appointment, temporary, contractual, supervisory, managerial and confidential employees are excluded from collective bargaining.  Additionally, certain executive branch agencies are exempt from collective bargaining and all positions in those agencies are excluded from collective bargaining.

Date Established

July 1, 2022

Approved By

Director, Division of Classification and Salary 

CLASS: 004850; EST: 7/1/2022;

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