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Job/Position DescriptionProgram Specialist IVWorks under limited supervision of the IIS Customer Service Manager. Oversees contact management and maintains provider information necessary for identifying, contacting and linking providers to data. Assists triage requests received to shared Immunization Registry inboxes. Provides consultative and technical assistance, including application support, problem analysis and resolution, user acceptance testing, documentation, and customer training. Prepares reports, training guides, and other documentation. Duties are independently performed with moderate latitude for the use of initiative and independent judgment. Essential Job FunctionsAttends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.(35%) Reviews and analyzes work performed by the IIS Customer Service team members to ensure work is accurate, complete, and timely. Gathers and evaluates data through task analysis, call center statistics, shared inbox responses, review of business processes, surveys, work groups, and other methods. Provides reports to IIS Customer Service Manager for the purpose of identifying trends and forecasting impacts to business operations. Reviews, analyzes, and evaluates business workflows to assess effectiveness and to formulate new or improved solutions. Participates in multiple projects, adhering to the project timeline and deadlines.(25%) Communicates on a regular basis by phone, fax, email or in writing with authorized users of IIS from both public and private sectors: providers, schools, day care facilities, parents. Provides faxed or emailed immunization histories by request. Provides tier 3 support for ImmTrac2 1-800-line phone calls and verifies identity of IIS authorized users. Coordinates and provides special assistance and training regarding customer requests. Utilizes considerable self-direction as well as team leadership. Interprets laws, rules, policies and procedures, and applies this knowledge to handle customer issues that are both routine and non-routine. Maintains security and confidentiality of data at all times. Consistently treats customers, stakeholders, partners, vendors and co-workers with dignity and respect. Sets clear guidelines and models expected professional behaviors. Other tasks as assigned. Serves as a liaison between program staff and technology/support teams. Interfaces effectively with customers to provide automated solutions to problems. Advises management of status and progress of projects and other tasks being conducted.(20%) Provides consultative and technical assistance including application support, problem analysis and resolution, user acceptance testing, documentation, and customer training. Translates customersand#146; business needs into specific software application and operational requirements. Interfaces with technical and support teams and provides suggestions to ensure the product developed will meet customer needs. Designs test scripts and test scenarios. Coordinates which staff members will test, validate, evaluate, and identify issues in services and software. Oversees the training of agency staff prior to the implementation of new or revised technical systems and offers advice and guidance during the implementation period.(10%) Develop internal training guides, and other documentation as requested by program staff and management. Prepares accurate and detailed requirement/functional specification documents and user interface g https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=615811 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.