SERVICE CENTER SPECIALIST - 72003036

Requisition No: 847701 

Agency: Management Services

Working Title: SERVICE CENTER SPECIALIST - 72003036

 Pay Plan: SES

Position Number: 72003036 

Salary:  $55,000 - $62,000 Neogtiable / commensurate with experience 

Posting Closing Date: 03/10/2025 

Total Compensation Estimator Tool

Senior Management Analyst II/Service Center Specialist

Division of People First

State of Florida Department of Management Services

This position is located in Tallahassee, FL

People First Team

The People First division provides contract management oversight and project management coordination of the State of Florida's human resource business process outsourcing contract (known as People First) and oversees the performance of the service provider to ensure adherence to contract provisions. People First is the State of Florida’s online, self-service, secure web-based human resource information system (HRIS), serving more than 1.5 million customers. This secure platform supplies the public-facing job site, and the enterprise-wide suite of human resource (HR) and insurance benefits services as performed by outsourced service center staff.  

Position Overview and Responsibilities:

This position serves as a member of the Contract Management Oversight team and requires a high degree of confidentiality, accuracy, and adherence to timeframes. Specific responsibilities of the Senior Management Analyst II/Service Center Specialist include, but are not limited to:

Customer Service/Issue Resolution:

1. Resolves People First related issues and complaints, including those from executive staff (legislators, governor’s office, secretary’s office, etc).  Works with the team leads, State Group Insurance, and the service provider to ensure customers receive an accurate and timely response to their issues.
2. Serves as liaison between the state agencies, employees, retirees, benefit only entities (and other customers), the Divisions of State Human Resource Management, Retirement and State Group Insurance and the service provider on service center and customer related issues and assists in providing corresponding resolutions.
3. Coordinates service center improvement efforts to ensure timely and accurate issue resolution.

Service Center Oversight:

1. Analyzes vendor’s monthly performance report; reviews and validates assigned metrics for contract compliance on a monthly basis; updates performance metric methodologies as needed; and assists in coordinating monthly performance metric reviews and metric reporting
2. Coordinates service center process reviews by working collaboratively with the service provider, subcontractors, and other stakeholders (e.g., Divisions of State Human Resource Management, State Group Insurance, and Retirement) to identify process deficiencies, define and document (map) process improvements, and implement changes to improve or correct those deficiencies; and monitors to ensure the changed processes are effective.
3. Reviews and updates manual letters, forms, and inserts on a frequent basis; and assists in reviewing and updating system-generated letters, as applicable.
4. Reviews and provides recommended updates to the Online Reference (OLR), Online Guide (OLG), Service Center Workbook, and service center training curriculum.
5. Coordinates on-hold messaging process and assists with oversight of and updates to the Interactive Voice Response system.
6. Collects, evaluates and analyzes data to develop alternative recommendations, solve problems, document work flow and other activities relating to the improvement of operational and managment practices.

Thought Leadership:

1. Provides input on the effect of policy on the human resource information system and service center by reviewing new or revised state group insurance policies, advisories, and materials, and human resource rules, legislation, strategic plans and proposals on human resource issues and presents findings and / or makes recommendations. 
2. Assists with and participates in user acceptance testing, new system and services implementation and training sessions.
3. Prepares and updates instructional guides and/or desktop procedures for cross training and process documentation.

Knowledge, Skills, and Abilities:

• Strong knowledge of state group insurance benefit policies governing employees and retirees
• Strong written and oral communication skills
• Knowledge of People First processing procedures and requirements.
• Knowledge of the policies and procedures governing state human resource programs.
• Proficient in the following computer applications:  MS Word, MS Excel, MS Outlook
• Ability to work effectively within a team-based work group that consists of state employees and service provider staff.
• Ability to utilize problem-solving techniques
• Ability to work independently
• Ability to identify, plan, organize, prioritize, and coordinate multiple large work assignments at the same time

Minimum Qualifications:

• Three-five years of professional work experience in a human resource-related field.  A bachelor’s degree can substitute on a year-for-year basis for the required experience.
• Experience working in a professional level human resource position.
• Experience interpreting and applying statutes, rules, policies, etc.

• Preference will be given to candidates with a working knowledge of the People First system, knowledge of insurance benefits and experience working with service/contact centers.

Our Organization and Mission:
Under the direction of Governor Ron DeSantis, Secretary Pedro Allende and DMS’ Executive Leadership Team, the Florida Department of Management Services (DMS) is a customer-oriented agency with a broad portfolio that includes the efficient use and management of real estate, procurement, human resources, group insurance, retirement, telecommunications, fleet, and federal property assistance programs used throughout Florida’s state government. It is against this backdrop that DMS strives to demonstrate its motto, “We serve those who serve Florida.”

Special Notes:
DMS is committed to successfully recruiting and onboarding talented and skilled individuals into its workforce. We recognize the extensive training, experience, and transferrable skills that veterans and individuals with disabilities bring to the workforce.  Veterans and individuals with disabilities are encouraged to contact our recruiter for guidance and answers to questions through the following provided email addresses:
DMS.Ability@dms.fl.gov
DMS.Veterans@dms.fl.gov
 

An individual with a disability is qualified if he or she satisfies the skills, experience, and other job-related requirements for a position and can perform the essential functions of the position with or without reasonable accommodation. Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must contact the DMS Human Resources (HR) Office at (850) 488-2707. DMS requests applicants notify HR in advance to allow sufficient time to provide the accommodation.
Successful completion of background screening will be required for this position

The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer, and does not tolerate discrimination or violence in the workplace.

Candidates requiring a reasonable accommodation, as defined by the Americans with Disabilities Act, must notify the agency hiring authority and/or People First Service Center (1-866-663-4735). Notification to the hiring authority must be made in advance to allow sufficient time to provide the accommodation.

The State of Florida supports a Drug-Free workplace. All employees are subject to reasonable suspicion drug testing in accordance with Section 112.0455, F.S., Drug-Free Workplace Act.