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User Support / Training Specialist

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POST DATE 8/17/2016
END DATE 10/17/2016

Chickasaw Nation Industries Providence, RI

Providence, RI
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #


The User Support / Training Specialist provides support to the Rhode Island Office of Management and Budget, Office of Internal Audit (Audit). This position provides an in-depth level of knowledge for providing end-user help desk support to resolve complex issues related to several computer systems and software. The User Support / Training Specialist also provides training to users.

Essential duties and responsibilities include the following. Other duties may be assigned.

Responsible for the integration of CNI Core Competencies into daily functions, including: commitment to integrity, knowledge / quality of work, supporting financial goals of the company, initiative / motivation, cooperation / relationships, problem analysis / discretion, accomplishing goals through organization, positive oral / written communication skills, leadership abilities, commitment to Affirmative Action, reliability / dependability, flexibility and ownership / accountability of actions taken.

Supports users by responding to trouble tickets, working to resolve client issues, handling system account/access and security profile management, and escalating issues as needed.

Interacts directly with Systems Administration and Application Development teams to fully understand the intended behavior of the system and software releases.

Works with Application Developers to update test cases and test suites to support new application releases.

Develops and maintains test cases for all software issues reported by users and resolved in bug reporting systems and add them to test suites.

Organizes and documents best QA practices and tracks defects/bugs.

Provides end-user training and customer support for various applications.

Assists users in debugging and trouble-shooting problems with applications and systems software.

Triages trouble ticket system and sorts tickets into appropriate problem categories. Manages assigned trouble tickets - including initial contact, problem resolution, and follow up.

Supports users of information systems by triaging calls.

Resolves user account and network access problems.

Researches complex user problems and questions, and responds with answers or interventions.

Provides onsite user assistance.

Tracks calls. Analyzes call data for determining trends and common system problems. Evaluates the quality of information systems through user support call data.

Develops, delivers, and/or coordinates training courses and materials that address specific agency needs.
Prepares and conducts training, education and development programs for employees.
Analyzes development needs, implements appropriate programs and evaluates the effectiveness of the completed programs.

Works with management to help identify and learn what areas need training/development.

Selects and/or develops teaching aids such as: training handbooks, demonstration models, and multimedia visual aids. Collects, assembles, and publishes information that is clear and effectively communicated.

Responsible for aiding in own self-development by being available and receptive to any training made available by the company.

Plans daily activities within the guidelines of company policy, job description and supervisor's instruction in such a way as to maximize output.

Responsible for keeping own immediate work area in a neat and orderly condition to ensure safety of self and coworkers. Will report any unsafe conditions and/or practices to the appropriate supervisor and Human Resources. Will immediately correct any unsafe conditions as the best of own ability.

Bachelor's degree and a minimum of three (3) years relevant experience, or equivalent combination of education / experience.
Minimum two (2) years of experience in performing user support and/or training. Minimum one (1) year experience in working with benefit fraud detection in government benefit programs preferred.

Proficient in Microsoft Office applications (i.e., Outlook, Word, PowerPoint and Excel)
Ability to read and interpret common information systems documents and translate into layman terminology
Ability to work both independently and in a team environment
Demonstrated Knowledge of Unemployment Insurance fraud detection preferred
Demonstrated Knowledge of Disability Insurance fraud detection preferred
Demonstrated Knowledge of Taxation preferred
Demonstrated Knowledge of Health and Human Services fraud preferred
Demonstrated Knowledge of data mining preferred
Demonstrated Knowledge of dynamic modeling preferred
Excellent problem-solving skills with ability to troubleshoot computer hardware / software issues at an advanced level
Excellent verbal and written communications skills with fluency in the English language
Excellent customer service skills with ability to use tact in handling difficult individuals and/or situations
Ability to clearly and concisely communicate / explain technical information to a broad range of people with varying levels of technical expertise
Ability to manage multiple projects and priorities as well as to meet specified deadlines
Ability to work both independently and in a team environment


Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.