Customer Service & Appeals Analyst II (Merit Appeals Analyst II)

Job Description and Duties

The Analyst II is responsible for performing analytical review and disposition of complex and sensitive appeals and complaints filed with the State Personnel Board (SPB). The incumbent provides assistance and information to the public, state employees, state departments, and other parties. The incumbent analyzes available information in the context of state civil service laws, rules, policies, and procedures to determine jurisdiction, appeal rights, and if filing requirements are met. The incumbent prepares detailed correspondence and maintains effective relationships and communication with departmental staff while keeping management apprised of problems and/or areas of concern.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification. New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable. Applicants are required to submit a Statement of Qualifications (SOQ).

Special Requirements

All interested applicants are required to submit a Statement of Qualifications (SOQ). Please provide direct responses to each of the numbered items listed below. Applicants must number and include the full text of the SOQ items in their response. Please include specific examples of your education, training, and/or experience. SOQs should be limited to a maximum of two (2) pages, single-spaced, twelve-point Arial font, and 1" margins.

• Describe your experience with effectively prioritizing multiple demands and deadlines.
• Describe an instance where you identified, researched, and analyzed a situation or problem and recommended a course of action. What was the outcome?
• Did you use Artificial Intelligence (AI) software to assist with preparing your application package? If so, please briefly describe how it was used.

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Knowledge of state personnel laws and policies
• Experience writing and editing analytical documents
• Strong analytical, verbal, and written communication skills
• Proficiency in Microsoft Office Suite and ability to learn and navigate complex software programs and databases
• Ability to develop and maintain cooperative working relationships and to effectively communicate to all levels of management
• Ability to organize information, prioritize multiple workloads, and perform well under pressure to ensure deadlines are met