Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 50559962	Description Activated On: 4/29/2025 8:58:40 PM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively.

This position is responsible for providing training and technical guidance to Department of State staff and county election offices on the proper administration and application of election-related applications and systems. This position will also support the planning and implementation of business needs in election technology by analyzing and recommending system changes and participating in requirements gathering and user acceptance testing.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

Take, respond to, and properly escalate requests for support from county election offices, voters, and Department of State personnel. Enter and maintain support requests/tickets.

Facilitate training sessions with county election offices and Department of State personnel.

Develop training materials including instructional presentations, tutorials, and other training aids.

Assist in the development or maintenance of user and client documentation such as planning documents, policies and procedures, manuals, and forms.

Design computer training manuals and job aids for users.

Assist with the development of user acceptance testing plans.

Conduct and/or participate in user acceptance testing.

Participate in pre-election and post-election testing and auditing.

Participate in Joint Application Development (JAD) session for identifying requirements needed for system changes or enhancements.

Create or assist in preparing business process flow diagrams

Apply research techniques to gather necessary information to make recommendations for changes or improvements.

Make recommendations to various program area processes, procedures, and information systems to meet business and training objectives.

Prepare data collection tools and gather information through interviews, surveys, research, agency contacts, or system queries.

Uses and maintains databases and spreadsheets to record and analyze data.

Prepare reports, tables, charts, and graphs to make recommendations for improving program area operations.

Participate in the County Liaison Project throughout the entire year.

Answer the Voter Hotline throughout the entire year.

Perform other related duties as required.

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

Resolves or escalates requests for application support.

Makes recommendations to supervisor regarding changes to processes, procedures, and systems to improve operations.

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:

Experience in customer service.

Experience preparing and reviewing training and technical documentation and, familiarity with content builder tools.

Experience with conducting in person and remote training sessions with several participants.

Experience working with vendor to communicate the requirements of stakeholders and identifying usable and efficient solutions.

Licenses, registrations, or certifications:

1.   N/A

2.   N/A

3.   N/A

4.   N/A

5.   N/A

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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Establish/maintain effective working relationships with diverse user community
2.	Organizational and coordinating skills
3.	Apply knowledge of research methodologies and standards applicable to areas of responsibility
4.	Conduct individual training and group instruction
5.	Communicate effectively, verbally and in writing
6.	Mentor and/or train peers
7.	Document solutions that solve client problems and clearly presents the solutions
8.	Proficiently navigate PC/applications/systems
9.	Analyze/evaluate/interpret data
10.	Travel as required