Introduction
The Maryland Department of General Services (DGS) supports State and local government agencies, as well as local non-profit organizations and the citizens of Maryland, by providing facilities management, real estate and surplus property services, as well as security and law enforcement for State buildings. DGS is also responsible for a full spectrum of facilities engineering, design and construction services, almost $1 billion in annual contract administration, and overseeing the State procurement process. Here at DGS, we truly Do Great Service… Consider joining our team!
GRADE
16
LOCATION OF POSITION
Positions are available within the Office of State Procurement for the Maryland Department of General Services, located in Annapolis and Baltimore City.
Main Purpose of Job
This position supports the DGS Office of State Procurement (OSP) as the central point of contact for eMaryland Marketplace Advantage (eMMA) helpdesk of which there are two main areas of support: Procurement and eMaryland Marketplace Advantage or eMMA, Maryland’s eProcurement solution. This resource is under the direction of the Customer Support Program Manager in the DGS OSP (eCommerce Management Bureau).
The primary function of this position is to serve as a Tier 1 Helpdesk Resource providing Tier 1 technical support for eMMA and Level 1 procurement support. This role works with the entire eMMA Helpdesk team, eMMA staff, as well as the DGS OSP Procurement Operations Bureau and other stakeholders to troubleshoot issues and where applicable, recommend, request, and/or support the implementation of technical, functional, and policy specific features and configurations to the eMMA Change Control Board, or process fixes or updates through the eMMA maintenance procedures.
Duties for this position include but are not limited to:
• Serve as the first point of contact for customers seeking procurement questions.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Provide access to resources for customer self-help (procurement.maryland.gov website with the Maryland Procurement Manual and DGS OSP Policies, Procedures and Best Practices).
• Direct unresolved issues to the next level of support personnel: Tier 2 eMMA helpdesk technical support, eMMA Program Manager, eMMA Operations Manager, Procurement Officer III or higher.
• Provide accurate information on procurement policies, procedures, and best practices.
• Record events and problems and their resolution in eMMA helpdesk ticketing system.
• Follow-up and update customer status and information in eMMA helpdesk ticketing system.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identifies and suggest possible improvements on procurement procedures.
• Serves as a secondary system administrator, in responding to customer feedback and requests for support in managing remedies, fixing bugs, improving user experience, and system function in eMMA.
MINIMUM QUALIFICATIONS
Experience: Three years of experience 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 housed on mainframe computers or large client server platforms.
Notes:
1. Candidates may substitute graduation from an accredited high school or possession of a high school equivalency certificate and two years of experience 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 housed on mainframe or large client server platforms for two years of the required experience.
2. Candidates may substitute experience responding to and resolving help desk calls from users of computers, or operating computer equipment for the purpose of data entry, word processing, spreadsheet, graphics, database or other applications on a year-for-year basis for a high school education.
3. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university in Accounting, Finance, Business Administration, Public Administration, Human Resources Management, Information Technology or other related field with specific coursework in the structure and use of automated information systems and one year of experience 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 housed on mainframe computers or large client server platforms for the required experience.
4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in the Cyber and Information Systems classifications or Cyber and Information specialty codes in the Information Technology field of work on a year-for-year basis for the required experience.
SELECTIVE QUALIFICATIONS
Applicants must possess the following selective qualification(s) to be considered. Include clear and specific information on your application regarding all qualifications.
• Current active CMPO or CMPA certification issued by MDPA/OSP.
DESIRED OR PREFERRED QUALIFICATIONS
Preference will be given to applicants that possess the following preferred qualification(s). Include clear and specific information on your application regarding the qualifications.
• 2 years of procurement management experience at a State of Maryland executive branch agency, having conducted small, medium, and large procurements across various procurement methods.
• Proficiency in Google Workspace and Microsoft Office products and applications
• Customer support helpdesk experience.
• Experience using a CRM or ITSM software.
• Intermediate or expert knowledge of FMIS
SELECTION PROCESS
It is important that you provide complete and accurate information on your application. Please include all experience and education that is related to this position. All information concerning your qualifications must be submitted by the closing date; information submitted after the closing date will not be considered. Credit is given for relevant part-time, temporary or volunteer experience based on the number of hours worked per week; you must include the time spent on such activities on your application.
Note that for any position requiring a college degree or college credit, you will be required to submit a college transcript prior to being offered a position. You may submit your transcript as part of the application process. The examination for this position will consist of a rating of your education, training and experience related to the requirements of the position. Successful candidates will be placed on the employment eligibility list categorized as BEST QUALIFIED, BETTER QUALIFIED, or QUALIFIED. The eligibility list will be valid for one year and may be extended. The list will be used by the hiring authority to select employees for interviews. Eligible lists may be used to fill future vacancies of the same classification.
You MUST possess the minimum qualifications before you may be selected for a State job – verification will be completed upon hire. If you are scheduled to complete an educational or licensing requirement within six months of being placed on the eligibility list, you may participate in the selection process. Permanent State employees may also complete necessary experience requirements within six months of the date of being placed on an eligibility list.
Please note, selected candidates may be required to complete and successfully pass a State and Federal fingerprint background check prior to being hired. You must be legally authorized under the United States Immigration Reform and Control Act to be hired in the position for which you apply.
BENEFITS
The State offers a generous benefits package that includes:
- Tuition reimbursement for those who qualify.
- Flexible work schedules and telework opportunities for many positions.
- Free mass transit in Baltimore & Annapolis.
- Generous paid leave that increases with years of service.
- Paid holidays.
- Health coverage with low out-of-pocket costs.- Employee & employer contributory pension plan.
FURTHER INSTRUCTIONS
Contact
mojisola.ogungbe1@maryland.gov or call 410-767-4986 with questions about this recruitment. The on-line application process is STRONGLY preferred. Apply online at
www.dgs.maryland.gov – click on Employment on the left side of the screen. If you are unable to submit your application online, please send your paper application to: Human Resources, Dept. of General Services, 301 W. Preston St., Suite 1311, Baltimore, MD 21201 by the closing date and time. TTY Users: call via Maryland Relay
As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank our Veterans for their service to our country.
