ANALYST II
About the role
The Disability Insurance Branch (DIB) of the Technical Support Unit (TSU) plays a crucial role in resolving operational issues, supporting frontline staff, analyzing technical trends, and ensuring high-quality service delivery.
Responsibilities
- Troubleshoot and resolve complex, time-sensitive operational issues impacting claim processing, staff workflows, or workload management.
- Analyze high-volume technical issue trends and provide data-driven recommendations to prevent recurring problems and improve operations.
- Develop clear, concise written summaries, data insights, and recommendations for leadership, including the Disability Insurance Branch Executive Leadership Team.
- Lead or participate in special projects, operational workgroups, and process improvement initiatives to support the Command Center’s mission of delivering consistent, high-quality customer service.
- Develop new tools, resources, processes, or strategies to reduce workloads and meet claim processing deadline requirements.
- Aid internal staff with navigation, application errors, access issues, and technical questions for data production reporting tools.
Requirements
Must be able to work a flexible schedule, including occasional evenings and weekends, due to the nature of the work.
Qualifications
High school diploma or equivalent and two years of relevant experience, or an associate degree and one year of relevant experience, or a bachelor’s degree and no experience. Relevant experience includes working with computer systems, troubleshooting, and providing technical support.
Skills
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Proficiency in Microsoft Office Suite.
Benefits
Health insurance, retirement plan, paid time off, and professional development opportunities.
Pay
$6,031.00 - $7,547.00 per month.
Schedule
Monday - Friday, 8:00 a.m. - 5:00 p.m., with an hour lunch break. Hybrid telework schedule is allowed, subject to change under EDD's telework policy.