Departmental Analyst
Full Job Description
Position Overview
This role serves as a System Support Analyst for LEO E&T’s Workforce Development (WD) Michigan Training Connect (MiTC). You will maintain critical databases including the Eligible Training Provider List (ETPL), Program and Policy Guidance database, Labor Exchange tool (Pure Michigan Talent Connect), and Pathfinder.
Key Responsibilities
- Customer Support: Deliver comprehensive support, user assistance, navigation guidance, and initial issue resolution for users of state employment programs.
- Data Analysis & QA: Conduct quality assurance reviews on ETPL applications. Interpret Google Analytics data to evaluate customer service performance metrics and drive continuous improvement.
- System Management: Manage shared mailboxes (LEO-MITC, LEO-ET-PPG, etc.), track service metrics, identify training needs, and document system issues.
- Knowledge Base Development: Create Knowledge Base Articles ensuring accuracy for MiTC, PPG, PMTC, and Pathfinder operations aligned with user needs.
- Collaboration: Partner with DTMB and EIM teams to build expertise in Microsoft Dynamics 365². Serve as the primary contact for the 365 helpdesk platform regarding MiTC and PPG, defining business rules and enhancing operational efficiency.
Work Arrangement
This position may offer a hybrid schedule based on performance and need. Note: All work must be performed in Michigan; relocation is required for out-of-state applicants.
Company
State of Michigan
The State of Michigan, Department of Labor and Economic Opportunity (LEO), is a leading public sector employer dedicated to fostering economic growth and vibrant communities across Michigan.We pride o...
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