Customer Service & Appeals Analyst (Merit Appeals Analyst)

Duty Statement

The Analyst I supports the Appeals Division by providing responses to the public, state employees, state departments, and State Personnel Board (SPB) stakeholders regarding inquiries received by phone, email, or mail. The incumbent is responsible for analyzing the available information in the context of state civil service laws, rules, policies, and procedures, and determining jurisdiction and appeal rights. The incumbent is also responsible for analyzing incoming appeals and complaints and determining the basis for rejecting or accepting them. The incumbent will perform analytical review and disposition of the less complex and sensitive appeals filed with the SPB.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

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.
• Briefly describe three skills you will bring to this position that will assist you with performing the duties listed on the Duty Statement.

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