DMV/DRIVES Training Specialist III - Production Support Training Developer

State of Colorado Job Opportunities - Denver, CO

Full-time
Department Information

MOTTO
Always help.

VISION
To empower businesses and individuals through quality customer service, innovation and collaboration.

MISSION
To become a trusted partner to every Coloradan to help them navigate the complexities of government so they can thrive.

Welcome to the Colorado Department of Revenue. Learn more about us here: Colorado Department of Revenue.

The Department of Revenue offers 10 paid holidays per year, paid vacation and sick leave, discounted RTD Eco-Pass, BenefitHub, CafeWell, employee wellness programs included in a great benefit package.
Division of Motor Vehicles (DMV)

The Division of Motor Vehicles (DMV) provides services used by nearly every citizen of the State. Colorado citizens utilize identification, driver, and vehicle services at State and County offices to obtain identification cards, driver licenses, vehicle registrations, titles, and other related services. Additionally, the DMV licenses and provides oversight of private businesses and government organizations that provide driver and emission testing services. Finally, the division works closely with other state agencies and programs to provide information and education to serve the public and encourage voluntary compliance.
Description of Job

Training Development:
This position serves as a resource in the development of training documents related to DRIVES changes and trends identified through end user support functions. Position develops high quality, comprehensive, and accurate training documents. Ensures that DRIVES users receive instruction to remain in compliance with federal and state rules and laws.

Communicates, coordinates, and meets with individuals within the Operations Units, Training, and external stakeholders to ensure training needs are met and the training for ongoing support of DRIVES is comprehensive.
Develops training documents using Microsoft Word, PowerPoint, and/or online course development tools as appropriate.
Provides input into work plan creation advising on the length of time required to develop training documents to ensure a high quality deliverable.
Ensures DRIVES online help includes resources for end users to search for solutions prior to submitting help tickets.

End User Support:
Provide technical assistance and support for inquiries and issues related to DRIVES. This includes answering phone calls and managing an email inbox to provide end user assistance. Position responds to customer inquiries. Notifies management if a high volume of inquiries are being received to ensure back-up assistance is provided to maintain a high level of support. Tasks include but not limited to:
Provide troubleshooting and resolution steps
Gather information regarding the issue and provide a comprehensive description of the problem
Interact with the end user while troubleshooting the issue
Utilize technical skills and tools to provide support to users
Guide customers through troubleshooting steps
Research problems and resolutions to provide consistent support
Ensure the end user's application support issues are communicated effectively with the Production Support Team and business
Provide status updates to the end user until the issue is resolved
Works closely with internal and external stakeholders to create and maintain and effective working relationships.
Creates SQR "Help" Tickets (change or correction request) as necessary.
Tracks information received to identify trends or training needs. Collaborates with the training team before any documents are developed to prevent duplication of efforts.
Position is the main contact for customer escalations requiring immediate attention.

Second-level SQR Testing-Training Related:
Completes second level testing on SQR's requiring training document development.
Analyzes the SQR to understand the issue or change, and the solution.
Identifies test plans and scripts while conducting testing.
If issues are identified, works with the lead SME for the SQR for resolution.

To discover more information about The State of Colorado's new DRIVES system please check out the DMV's website.
Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights

Candidates shall possess good communications skills (both oral and written) and interpersonal skills, the ability to multi-task, the ability to work responsibly with confidential information, the ability to work in high-stress environments, and the demonstrated ability to assist customers in an effective, efficient, and elegant manner.

Minimum Qualifications

Bachelor's degree from an accredited institution Training, Business, Technology or related field of study.
AND
Two years of full-time professional experience employed in a position that is primarily responsible for developing and/or delivering business systems training to adult learners.

Substitutions
Additional full-time professional experience employed in a position that is primarily responsible for developing business systems training to adult learners will substitute for the degree requirement on a year-for-year basis.

Additional years of education in an accredited institution in Training, Business, Technology or related field of study will substitute for required experience on a year-for-year basis.

Preferred Qualifications

The preferred candidate will possess the following:
Additional years experience designing and developing training programs for adult learners.
2 or more years experience working on a technical customer service team.
2 or more years working professionally in business administration, information systems, technical customer service or other related field.
2 or more years help desk experience
2 or more years experience working in public service at the federal, state, county, or local level
Instructional Design Experience
Experience and how it relates to the minimum qualifications, preferred qualifications, and any necessary special requirements must be clearly documented in your application. Your submitted application materials will be reviewed to determine the top group of applicants moving forward in the selection process. Resume and cover letter are required to be submitted along with your online-application.

CDOR Special Requirements
All employees must be current with their income tax filings and payments with the State of Colorado. This includes successfully passing a pre-employment evaluation of your tax records/accounts.
Employees are in a position of public trust in the performance of their job duties and must operate in a manner that maintains the highest standards of honesty, integrity, and public confidence. All job finalists require successful completion of a background investigation and reference check prior to appointment. Background checks may include national criminal, financial, traffic, civil, education, and/or experience checks or any other checks related to the job assignment. Fingerprint background checks and pre-employment drug testing may also be required for some positions.

APPEAL RIGHTS:
If you receive notice that you have been eliminated from consideration for the position, you may protest the action by filing an appeal with the State Personnel Board/State Personnel Director within 10 days from the date you receive notice of the elimination.

Also, if you wish to challenge the selection and comparative analysis process, you may file an appeal with the State Personnel Board/State Personnel Director within 10 days from the receipt of notice or knowledge of the action you are challenging.

Refer to Chapters 4 and 8 of the State Personnel Board Rules and Personnel Director's Administrative Procedures, 4 CCR 801, for more information about the appeals process. The State Personnel Board Rules and Personnel Director's Administrative Procedures are available at www.colorado.gov/spb.

A standard appeal form is available at: www.colorado.gov/spb. If you appeal, your appeal must be submitted in writing on the official appeal form, signed by you or your representative, and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director, Attn: Appeals Processing, 1525 Sherman Street, 4th Floor, Denver, CO 80203. Fax: 303-866-5038. Phone: 303-866-3300. The ten-day deadline and these appeal procedures also apply to all charges of discrimination.
Applicants are strongly encouraged to apply online. However, if NOT applying online, applications from Department of Revenue employees may be faxed to 303-866-3718.
Supplemental Information

APPLICATION, MINIMUM QUALIFICATIONS & COMPARATIVE ANALYSIS
E-mail Address: All correspondence regarding your status in the selection/examination process will be conducted via Complete Online Application -detailing how your experience and education meet the stated minimum and preferred qualifications of the job. "See Resume" statements will not be accepted in lieu of a properly completed application.

Applicant Checklist

A "Complete Application" must include:
Complete Online Application detailing how your experience and education meet the stated minimum and preferred qualifications of the job. "See Resume" statements will not be accepted.
Cover Letter of interest detailing how your experience and/or education meet the stated minimum and preferred qualifications of the job
Resume detailing summary of work history
Completed Supplemental Questionnaire found at the end of the online application
College Transcripts (when requested, or when using education to meet minimum qualifications) a copy of your official or unofficial transcripts showing that your degree has been conferred and the name of your school, or your National Association of Credential Evaluation Services (NACES) accreditation.
Only complete applications submitted by the closing date for this announcement will be given consideration. Failure to submit properly completed documents by the closing date of this announcement may result in your application being rejected.

Minimum Qualifications
The online application will be used to determine if you meet the Minimum Qualification requirements. It is imperative that you read the Minimum Qualifications and make certain that job duties and education (if applicable) in your online application "draw correlations" to the Minimum Qualifications. Human Resources Analysts will not infer you meet the Minimum Qualifications if experience isn't detailed in the application.

  • Years of experience will be expressed in terms of full-time equivalent service with full-time workload equal to one (1) Full-Time Equivalent (FTE) year. No more than 1.00 FTE year may be credited in any twelve (12) month period. Positions working 40 hours or less per week will be pro-rated (30 hrs/wk=0.75 FTE=9 mos credit; 20 hrs/wk=0.5 FTE=6 mos credit; 10 hrs/wk=0.25 FTE=3 mos credit.)*
Comparative Analysis
The state personnel system as defined by the Colorado Constitution requires that all jobs within the classified system be filled through comparative analysis. The number and types of comparative analysis will depend on the position being filled as well as the number of qualified applicants. You may be considered for vacancies only if you have successfully completed the comparative analysis process. A comparative analysis is a process that compares specific job-related knowledge, skills, abilities, behaviors and other competencies. The process can include multiple components including structured interviews, application/resume review, oral panel examinations, written objective tests (multiple-choice, true/false), written narrative tests, performance tests, training and/or experience evaluations, or physical capacity tests.

HOW TO APPLY: Thank you for your interest. Submit an on-line application by clicking the link below or submit a State of Colorado Application for Announced Vacancy and all supplemental questions according to the instructions provided below. 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 above.

TRANSCRIPTS REQUIRED: An unofficial copy of transcripts must be submitted at the time of application. Transcripts from colleges or universities outside the United States must be assessed for U.S. equivalency by a NACES educational credential evaluation service. This documentation is the responsibility of the applicant and must be included as part of your application materials. Failure to provide a transcript or credential evaluation report may result in your application being rejected and you will not be able to continue in the selection process for this announcement.