What are the responsibilities and job description for the Comptroller - CAPPS Financials Intake Specialist position at COMPTROLLER OF PUBLIC ACCOUNTS?
Applications must be filed at
https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00047728
Are you ready to grow, make a positive impact? If you are seeking to gain knowledge, build your career, and network among goal-oriented professionals, this is the place for you!
Innovation, collaboration, and a commitment to excellence best describes the culture here at the Comptroller’s Office. We take pride in the work we do serving as Texas' accountant, tax collector, treasurer, and much more! The Comptroller’s office serves virtually every citizen in the state. As Texas’ chief tax collector, accountant, revenue estimator, treasurer and purchasing manager, the agency is responsible for writing the checks and keeping the books for the multi-billion-dollar business of state government.
Our agency workforce is as diverse as the people of Texas we serve. We value our employees and take very seriously our collective commitment to public service. Personal development opportunities are strongly encouraged through available workshops, teambuilding exercises, and on the job training. We offer flexible scheduling that helps employees maintain a healthy work-life balance.
Agency standard work hours are Monday through Friday from 8am to 5pm, 40 hours per week with occasional evening and weekend hours. Hours are subject to change based upon business need or division determination.
Fiscal Management adheres to the agency’s directive for telework participation.
General Description
Performs highly advanced computer systems support work in a help desk setting. Work involves overseeing the daily activities of the help desk by providing first-line assistance for operational problems of the CAPPS enterprise system. All production support is expected to account for the system interdependencies with other functionality, modules, legacy systems, reporting needs, and overall data integrity. Work requires collaboration with other divisions within the Comptroller’s Office, other state agencies and institutions of higher education. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.
Minimum Qualifications
Education
- Graduation from an accredited college or university with a bachelor’s degree.
Experience
- Experience in computer systems support work.
- Experience in providing customer service with system support.
Preferred Qualifications
- Experience understanding and supporting the interdependencies and interoperability required of an Enterprise Resource Planning system.
Substitutions
One additional year of experience any of the following: general financial/accounting functions, Help/Service Desk or call center duties may substitute for thirty semester hours of educational requirement with a maximum substitution of 120 semester hours (four years).
Licenses and Certifications
ITIL Training as outlined in the CAPPS ITIL Journey is required to be completed by December 31 of every year. New hires are required to complete their initial CAPPS ITIL Journey training by December 31 following their new employee six month probationary period.
The Information Technology Infrastructure Library (ITIL) is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.
Certification is not required, but ITIL training to enable resources to practically apply the principles as part our Service Desk structure is required. These classes are in addition to, and do not substitute for any training requirements at the division or agency level.
SUMMARY OF PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position requires the incumbent to primarily perform sedentary office work; however, mobility (standing and walking) is routinely required to carry out some duties. It requires extensive computer, telephone, and client/customer contact. It requires the ability to bend, stoop, kneel, and reach as needed for filing and similar routine office duties. The job also requires normal cognitive abilities requiring the ability to learn, recall, and apply certain practices and policies. It requires the stamina to maintain attention to detail despite interruptions. Marginal or corrected visual and auditory requirements are required for reading printed materials and computer screens and communicating with internal and external customers.
Employees are required to use their personal mobile phones as a part of 2 factor/multi factor authentication for accessing CPA systems securely. You will also receive critical/emergency calls/texts on your cell phone to ensure immediate communication.
In this role you will:
Customer Service: Provides all customer-facing responsibilities in support of the CAPPS production instance for both Central and Hub agencies. Customer Service duties include, but are not limited to:
- Provides Help Desk coverage by responding to CAPPS Support Requests on the Help Line, the shared email account, and the Service Request ticketing system.
- Performs help desk ticket management by rapidly screening, assigning, and/or working incoming requests, including data changes and information requests.
- Responds to written inquiries expeditiously and professionally.
- Assesses and properly escalates Service Requests.
- Develops procedures and training manuals and conducts presentations and briefings.
- Reviews daily data communication transactions, problems, remedial actions taken, and installation activities.
System Support: Analyzes performance of technical support activities and documents resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of service and prevent future problems.
- Collaborates with agency representatives to ensure that service requests include all pertinent information, examples of issues encountered, and the steps necessary to recreate the reported problem.
- Identifies problems and guides customers through corrective steps.
- Maintains all associated documentation.
- Prepares briefings, reports, and evaluations on system efficiency and utilization.
- Performs system health checks.
Systems Reconciliation:
- Provides ongoing data reconciliation between CAPPS and USAS.
- Facilitates cross-department collaboration and coordination as needed.
- Open and timely communication with the affected agency is maintained throughout the process.
Performs related work as assigned.
Maximize Your Earnings!
At the Comptroller's office, we know potential employees are looking for more than just a paycheck. The agency offers a strong benefits package for you and your family. Insurance, retirement plans, and a flexible work schedule are just the start. See our benefits offering
If you are seeking to gain knowledge, build your career, and network among goal-oriented professionals, this is the place for you!
Salary is contingent upon qualifications. If you are scheduled for an interview and require any reasonable accommodation in our interview process, please inform the hiring representative who calls you to schedule your interview. Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.
MILITARY PREFERENCE
To receive MILITARY PREFERENCE, you are required to provide proof by attaching the necessary documentation to this job application.
https://hr.sao.texas.gov/CompensationSystem/JobDescriptions
Click on the occupational category for the position.
Additional MOS can be found at the State Auditor’s Office,
Military Crosswalk Guide.
The Texas Veterans Commission provides helpful employment information. Go to: http://www.texasskillstowork.com, http://www.onetonline.org, https://hr.sao.texas.gov/CompensationSystem/JobDescriptions/ or www.careeronestop.org for assistance translating your military experience and training courses into civilian job terms, qualifications/requirements and skill sets.
Applications submitted through Work in Texas:
Work In Texas (WIT) applicants must complete supplemental questions to be considered for the position. To complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile.
The Comptroller’s Office is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity.
An applicant must be eligible to work in the United States to be hired at the Comptroller’s office and must remain eligible, without sponsorship or any assurance of financial or other assistance from this agency, during the term of their employment.
