OES Tier III Help Desk

Salary Note: Although the full salary range for this position is provided, appointments are typically made at or near the range minimum. How To Apply: Please submit an online application for this position at Reach out to the Department Contact to apply using a paper application, including any supplemental questions. Failure to submit a complete and timely application may result in the rejection of your application. Applicants are responsible for ensuring that application materials are received by the appropriate Human Resources office before the closing date and time listed., The Office of Economic Security houses the Operational Support Team (OST). The OST has oversight responsibility for the help desk team/unit that was created by HB12-1339. This bill was passed to improve and modernize the Colorado Benefits Management System (CBMS). As such, this unit was created to work closely with the Food and Energy Assistance Division (FEAD) and the Division of Economic and Workforce Support (DEWS) and the county users of the CBMS system in an effort to improve the use of the system. The Office of Economic Security (OES) shares the Colorado Department of Human Services (CDHS) vision to serve Coloradans through bold and innovative health and human services. In collaboration with our partners, OES’s mission is to provide income, nutritional, and support services to those in need. The Operational Support Team (OST) serves as the internal operational support unit for the OES on financial management, the Colorado Benefits Management System (CBMS) (including the help desk team, which was created by HB12-1339 to improve and modernize the CBMS), and research, evaluation, and data activities. As such, this unit was created to work closely with the Food and Energy Assistance Division (FEAD), the Division of Economic and Workforce Support (DEWS), and the county users of the CBMS system in an effort to improve the use of the system.

There are three positions within this unit. This unit is responsible for assisting state and county users with the use of the CBMS system including: usability, input into new functionality, communication, answering email in-box questions, testing, troubleshooting, researching and documenting defects, and developing state approved work-arounds.

Description of Job Please Note: * Hybrid Position with a minimum of 2 required in-office days @ 1575 Sherman St. *

These requirements are subject to change. This position is the primary support technician for Supplemental Nutrition Assistance Program (SNAP), Colorado Works, and Adult Financial programs as they relate to the CBMS data system. As the support technician, this position provides technical assistance to county and state users related to data system functionality for the various programs. This assistance is policy and rule-driven, i.e., assistance provided is in relation to the various program rules and policies that each Division follows. The position identifies needs, policy concerns, areas of training needed, and makes recommendations to the various programs related to the same. This position coordinates closely with the other state policy staff and the work involves application of extensive cross-program policy knowledge to identify, prevent, and resolve frequent conflicts between programs. The position conducts user acceptance testing for data system changes. This position assists with ongoing policy discussions.

Primary Job Duties:

• CBMS and PEAK Support -
• Position reviews system functionality and documentation to determine the cause of the CBMS problem and decides the proper action county end users take.
• Position decides whether CBMS functionality is following the definition of a program rule.
• Position decides, in conjunction with Automation Lead, whether or not the CBMS issue is escalated to the policy area for training recommendations. Position works with Automation Lead to decide whether or not help desk tickets submitted result in a recommendation to respective policies for future CBMS changes.
• Position informs county users on the correct way for using the system and inputting data.
• Program Education -
• This position utilizes statutory authority when providing technical assistance to ensure county departments provide accurate eligibility determination for programs.
• This position utilizes program rules to guide technical assistance advice and to monitor county program compliance. The program reviews rules to determine necessary changes to improve program delivery.
• The position utilizes the SNAP, Colorado Works, and Adult Financial Policy and Procedure Manuals to assist caseworkers and supervisors with accurate case management and related documentation in the data system.
• CBMS Improvement and Modernization -
• This position decides which system changes to recommend based on the analysis of tickets and attendance at user meetings.
• This position assists in the prioritization of fixes or enhancements to the system based upon the questions received from users and an analysis of tickets.
• This position performs User Acceptance Testing to ensure changes are adequately tested and the final product meets requirements.

• All other duties as assigned, Important Note: Please review your application to ensure completion. For the most equitable applicant experience, CDHS’ hiring teams consider only the contents of your application to determine meeting minimum qualifications and for the comparative analysis process. Employment history is calculated on a full-time basis (40/hrs per week). Part-time employment is calculated on a prorated basis to determine qualifications. Be sure your application specifically addresses your qualifications, experience, work products, and accomplishments as they relate to the position and minimum requirements.. Volunteer work or a related type of experience may be used to meet the qualifications, but it must be clearly documented. It is paramount that in the experience portion of the application, the applicant describes the extent to which they possess the education, experience, competencies, and background as they relate to the duties outlined in the job announcement. Your application must clearly document this experience, and the supplemental questions must be answered. Answers such as “N/A,” “In Cover Letter,” or “See Resume” will not be accepted., * Must pass a Name Check Only Background ALL CDHS employees (non-direct contact): This position will have NO direct contact with vulnerable persons. Name check only includes: CBI check (no fingerprints), Colorado Court Database check, and Medicare Fraud Database

• Motor Vehicle Record Check: This position will drive a state-owned vehicle, either in an ongoing capacity while performing their normal day-to-day job duties, OR on occasion for trainings/meetings/client visits/etc.

• This position requires State of Colorado residency at the time of application (unless otherwise identified in the posting), and residency within the state throughout the duration of employment in this position.
• Former State employees who were disciplinarily terminated or resigned in lieu of termination must:
• Disclose that information on the application.
• Explain why the prior termination or resignation should not disqualify you from the current position.
• Provide your employee number from your prior State employment. Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination, and failure to provide this information will disqualify the applicant from future State employment with CDHS.

APPEAL RIGHTS: You may file an appeal with the State Personnel Board or request a review by the State Personnel Director if your application is eliminated. You will find the appeals process, the official appeal form, and how to deliver it on the State Personnel Board website., * We believe in a people-first approach: We prioritize the needs, well-being, and dignity of the individuals, families and communities we serve. We commit to respect, fairness and access in every decision, policy and interaction. We engage client voices and experiences in the development and implementation of the services we provide.

• Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.
• We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.
• Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.
• We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.
• Collaboration helps us rise together:We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.

We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities.

ADAA Accommodations:

CDHS is committed to a Colorado for ALL qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment.

This includes completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or performing essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to

This position requires six (6) years experience in Human Services, specifically a combination of SNAP, TANF, and Adult Financial, working with confidential client data, learning, navigating and troubleshooting multiple data management systems, government processes, and procedures, and demonstrating strong written and verbal skills., A combination of related education and/or relevant experience inHuman Services, specifically a combination of SNAP, TANF, and Adult Financial programs, working with confidential client data, learning, navigating and troubleshooting multiple data management systems, government processes, and procedures equal to six (6) years., * CBMS Navigation

• Knowledge of CDHS programs and policies
• Experience learning and navigating in multiple data management systems
• Experience troubleshooting various systems, experience working with confidential client data
• Experience in submitting and resolving system help desk tickets.
• Technical proficiency adequate to independently undertake day-to-day operational tasks (e.g. independently take steps to connect to Internet, launch software, participate in virtual meetings, organize digital files, complete standard business tasks in Microsoft Office products, complete standard business tasks in Google Workspace)
• Relevant years of State service should be considered as a preferred qualification to be used to determine the top candidates on the referral list. (Partnership agreement 10.1.)

If your goal is to build a career that makes a difference, join the dedicated people of the Colorado Department of Human Services (CDHS). Our professionals strive to design and deliver high-quality human and health services that improve the safety, independence, and well-being of the people of Colorado. Each of us is committed to contributing to a safe and accessible CDHS. In addition to a great location and rewarding and meaningful work, we offer:

• Strong, secure, yet flexible retirement benefits including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans
• Medical and dental health plans
• Employer supplemented Health Savings Account
• Paid life insurance
• Short- and long-term disability coverage
• 11 paid holidays per year plus vacation and sick leave
• State of Colorado Employee BenefitHub Resource Center
• Employee Wellness program
• Excellent work-life programs, such as flexible schedules, training and more
• Remote work arrangements for eligible positions
• *Some positions may qualify for the Public Service Loan Forgiveness Program.